Sourav Naskar

Dynamic Senior Customer Care Executive with 3+ years of proven experience in high-volume, client-facing environments. Expert-level escalation specialist adept at transforming complex or sensitive customer concerns into positive resolutions — consistently meeting SLA targets and quality benchmarks. Hands-on experience administering CRM workflows, managing end-to-end case queues, and leading teams of 40–50.

Combines regulatory knowledge (FMLA/ADA), empathetic communication, and data-driven thinking to deliver exceptional customer outcomes across every touchpoint.

Senior Customer Care Executive & Escalation Specialist - Digitys - Supporting Amazon US

(2025-05)

• Owned end-to-end resolution of complex leave and disability cases for Amazon US employees, consistently achieving SLA compliance and high CSAT scores on a high-volume caseload
• Served as primary escalation point for sensitive or legally complex inquiries — de-escalating concerns, applying regulatory expertise, and delivering clear, empathetic outcomes every time
• Administered CRM-based case management workflows, ensuring accurate documentation, timely follow-ups, and full audit-trail compliance across all interactions
• Collaborated with HR stakeholders and cross-functional teams to resolve multi-party cases, maintaining strict confidentiality and HIPAA-aligned data handling throughout
• Consistently exceeded quality and productivity KPIs while mentoring peers on best practices in customer communication and case documentation

Customer Relations & Operations Supervisor - LGW Limited

(2023-06 - 2025-05)

• Led a team of 40–50 and acted as the escalation bridge between customers, clients, and senior management — resolving complaints swiftly and improving first-contact resolution rates
• Introduced structured customer feedback loops that directly informed product and service improvements, raising overall client satisfaction scores quarter-over-quarter
• Designed and enforced quality assurance protocols, reducing error rates and ensuring consistent, professional customer interactions across the team
• Partnered with finance and marketing teams to translate customer insight data into actionable strategy, demonstrating strong cross-functional CRM thinking

Client Success Manager & CRM Coordinator - INIXX Studios

(2020-11 - 2023-05)

• Managed the full client lifecycle from onboarding to post-project follow-up, maintaining high retention through proactive communication and personalised service
• Coordinated multi-stakeholder workflows across producers, PR, and marketing teams — ensuring on-time delivery and zero dropped client queries
• Built and maintained a structured client relationship system (CRM-equivalent processes) to track project milestones, feedback, and action items
• Handled licensing compliance and multi-platform release logistics, guiding clients through complex requirements with clear, step-by-step support

Bachelor of Science - South City College, Calcutta University (2015 - 2019)