Nupur Das

Customer Support executive specialistwithan overallof 6.1yearsofexperience&committedtoprovidinghigh-quality service. To excellence in the field of corporate industry & open to work as a Customer Support. Aimed to be associated with a progressive, growth-oriented organization & work on projects of a challengingnature,wherethework environment provides unlimitedscope for learningnew skills.

Customer Support Executive (Non -Voice) | Jupiter Money – (AMICA FINANCIAL TECHNOLOGY PRIVATE LIMITED) | OCTOBER 2023 – Jan 2025

1. Handling chats and outbound calls of the customers.
2. Handling escalation cases of the customers including Payments, VKYC, Account Opening, Account Frozen, Account Deletion, Technical Faults, Dormant Account, Fraud transactions, Wrong Fund Transfers, Chargeback Requests, Debit Cards, chequebooks, ATM Transactions, NOC for Loans, Dealing issues with pots, super pots, fixed deposits etc.
3. Handling escalated Jira tickets, Wow Cs tickets & Child tickets.
4. Providing correct information related to products and benefits of Jupiter Money.
5. Taking follow up on a regular basis with the relevant team to get the information or solutions or updates about the issues of customer.
6. Hands on experience with tools like Freshdesk, OneView& Jira.

Customer Lifecycle Manager (VOICE & Non-VOICE) | Bhanzu– spark math curiosity | April 2023 – October2023

1. Handling the inbound calls, outbound calls & emails of the customers both domestic & international.
2. Doing the onboarding of the students& assisting them in every possible way to have an amazing journey with us.
3. Retaining the refund customers.
4. Giving assistance to the customers during technical complexities.
5. Handling social media escalation cases & giving customers proper resolutions.
6. Providing information on the newly launched products to the customers.
7. Conducting Catchup sessions, Revision sessions, PTM & Curriculum meet for the customers.
8. Sharing the feedback of the customers to the trainers& their RM’s
9. Allocating the batches of the students according to their availability as well as making requests for changing batch timings from the customers.
10. Keeping a track record of the students & their progress in Bhanzu.
11. Providing guidance to the customers of how to use the applications of Bhanzu.
12. I have worked on tools like Zendesk, Lead Square, Salesforce, Admin Console & CLM

Student Success Expert (Voice Process) | Byju's - The Learning App (Think & Learn Pvt. Ltd.) | July 2020 – MARCH 2023

1. Handling inbound calls, outbound calls & emails of the customers both domestic & international.
2. Creating & handling technical, non-technical, cancellation & refund tickets using CRM.
3. Tracking the live orders in the portal using OMS.
4. Providing technical assistance to the students.
5. Doing registrations for Scholarship tests & Webinars.
6. Creating course enquiries up to grade12th along with JEE, NEET, IAS, CAT & other courses.

Senior Hr Recruiter (Contractual) | Aegis Global Pvt. Ltd. | July 2019 – September 2019

1. Handling of Vendor Management & hiring of candidates for the top E commerce processes like Flipkart, Cure Fit, Phonepe, Aditya Birla Fashion etc.
2. Taking telephonic round of interviews or screening of the candidates & cooperating with the clients as well as with the manager for the selection process.
3. Doing documentation, registration, filing, issuing of ID cards & access cards to the candidates.
4. Completion of onboarding process& creating trackers and generating a detailed report on it in daily basis.

Hr Recruiter | Key Resource Manpower Consultancy Pvt. Ltd. | DECEMBER 2018 – June 2019

1. Hiring of candidates for the top MNC companies like Infosys, 24/7, Concentrix, HGS, Aegis, & Tele performance for processes like Income Tax Voice Process, British Telecom Voice Process, Windstream Voice Process, Axis Bank Chat Process etc.
2. Doing registration of the candidates in the portal of the companies like HGS Tams, 24/7 Springboard etc.
3. Taking screening of the candidates & briefing them for the client rounds of the interview.
4. Coordinating with the manager& with the clients of the companies.

Partner Support Executive (Voice Process) | SWIGGY(Bundl Technologies Private Limited)| April 2018 – June 2018

1. Handling inbound calls, outbound calls, emails & tickets of the customers & the seller.
2. Running discounts like football Match Mania discounts or IPL Match Mania discounts on the various food items in the Swiggy online portal app.
3. Tracking the live orders using OMS
4. Taking feedback from the customers& generating detailed reports on it.

BCA passed from University of Science & Technology Meghalaya 2015