Santosh Chakma

Customer Support Executive with over 5 years of experience in customer service, Telecom, E-commerce, and Trust & Safety. Experienced in chat, voice, email, and backend support. Strong communication and problem-solving skills with a proven ability to deliver excellent customer service and meet performance targets.

Customer Support Executive – Adroit KPL (Meow Mobile Telecom Process) at Adroit synergies P.Ltd (2025-10 – Present)

• Selected as a core member of the exclusive pilot batch for the high-volume international Meow Mobile telecom campaign, demonstrating strong communication skills and adaptability in a voice support environment.
• Handled inbound and outbound customer calls, assisting with new connections, account updates, plan changes, billing inquiries, and service cancellations while ensuring a positive customer experience.
• Resolved complex customer concerns related to billing, account management, network connectivity, and technical issues by coordinating with internal technical and engineering teams.
• Delivered clear, empathetic, and professional communication on every call, ensuring first-call resolution whenever possible and maintaining high customer satisfaction.
• Consistently achieved key performance metrics, including First Call Resolution (FCR), Average Handling Time (AHT), quality scores, customer satisfaction (CSAT), and schedule adherence while providing exceptional voice support.

Senior Customer Service at IQorIndia.pvt.ltd (2021-07 – 2025-10)

• Assisted customers over phone calls with order tracking, returns, refunds, exchanges, and membership inquiries while delivering excellent customer service.
• Resolved complex order-related issues, including delayed shipments, missing items, and damaged products, by coordinating with warehouse, logistics, and delivery teams to ensure timely resolutions.
• Maintained a high level of customer satisfaction by providing empathetic communication, active listening, and effective problem-solving during every customer interaction.
• Consistently met or exceeded key performance metrics, including First Call Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and quality scores while ensuring a seamless customer experience.

Senior customer service executive (International Process Backend) at lenergizer IT services Pvt Ltd (2021-07 – 2024-08)

• Moderated user-generated content, including images, chat, 3D assets, and games, ensuring compliance with community guidelines and platform policies.
• Monitored live chat interactions to identify and take appropriate action against harassment, bullying, hate speech, and other policy violations.
• Consistently achieved daily productivity and quality KPIs while maintaining high accuracy and attention to detail in a fast-paced environment.

BA with economics in Economics – Dibrugarh University (Assam), Nandalal Borgohain City College (2014 – 2017)

Class 12 – SEBA Board (Assam), Pragjyoti College (2014)

Class 10 – SEBA Board (Assam), Jeruel English School Lakla (2012)