Probin Singha

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.

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.

12th Pass - Diphu Government College, Diphu, Assam (2021)