Manpuran Mahato

Performance-driven, bilingual Customer Support Executive & Telecalling Specialist with proven experience handling high-volume inbound/outbound voice processes and multi-channel chat support. Expert at managing enterprise CRM platforms, resolving complex customer queries with high first-contact resolution (FCR) rates, and driving user retention. Blends strong operational data management capabilities (10,000+ records handled with 98% accuracy) with clear verbal and written communication skills to optimize system pipelines and maximize user satisfaction across demanding, fast-paced remote work environments for premium e-commerce and tech brands.

TELECALLING EXECUTIVE (Remote Customer Support) (2023-01 – 2024-12)

• Managed high-volume inbound calls and digital chat requests, assisting unique customer demographics natively in both Bengali and Hindi to boost user trust.
• Maintained 100% accurate customer interaction logs inside central CRM systems, reducing escalation loops and streamlining tier-2 support pipeline speeds.
• Resolved critical user issues regarding digital software product workflows, account credentials, and transactional payments on first-contact resolution metrics.
• Consistently exceeded daily call target limits and internal corporate quality assurance (QA) evaluation milestones by over 15%.

DATA ENTRY OPERATOR (Freelance Remote Projects) at Freelance (2023-01 – Present)

• Processed, structured, and cross-verified 10,000+ data rows into secure client databases with an authenticated 98% accuracy score.
• Mastered spreadsheet mechanics (HLOOKUP, VLOOKUP, Pivot Tables) to accurately sanitize, scrub, and deduplicate complex customer lists.
• Engineered optimal database query structures that reduced internal data retrieval operational cycles by 40% for cross-functional teams.
• Boosted aggregate data pipeline efficiency by 25% through optimized layout styling structures and automated macro-driven workflows.

Higher Secondary – West Bengal Board of Secondary Education