Probin Singha
Email Customer Support Executive
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About
A highly motivated and customer-focused professional with over 2.5 years of experience in BPO operations, excelling in customer support, email/chat handling, issue resolution, and upselling. Seeking a challenging role in customer service or sales support where I can leverage strong communication skills, problem-solving abilities, and a proven track record of achieving high customer satisfaction scores (CSAT) to drive business growth and exceed performance targets.
Experience
Email Customer Support Executive - TTEC, Ahmedabad - Ahmedabad
(2025-10 - 2026-06)
- Managed high-volume email inquiries for international clients, ensuring timely responses within SLAs (average response time under 4 hours).
- Resolved complex customer issues related to product support, billing, and technical troubleshooting, achieving a personal CSAT of 96%+.
- Collaborated with cross-functional teams to escalate and resolve escalated cases, reducing repeat contacts by 25%.
- Identified upselling opportunities during support interactions, contributing to additional revenue through targeted product recommendations.
- Maintained detailed case notes in CRM systems (e.g., Salesforce) for accurate follow-ups and knowledge sharing.
Customer Service Representative (CSR) - Teleperformance, Indore - Indore
(2023-10-30 - 2024-08-30)
- Handled inbound customer inquiries via phone, email, and chat across diverse industries, resolving issues efficiently while maintaining professionalism.
- Enhanced communication skills through daily client interactions, consistently achieving or exceeding monthly KPIs for call resolution and quality scores.
- Applied strong problem-solving abilities to address and resolve customer concerns, resulting in high retention and positive feedback.
- Collaborated effectively with team members to meet and exceed customer satisfaction goals and team targets.
- Processed orders, handled complaints, and provided product information, contributing to overall team performance metrics.
Education
12th Pass - Diphu Government College, Diphu, Assam (2021)
