Sovan Chandra

Results-driven Customer Support Associate with hands-on experience handling high-volume voice operations for premier e-commerce platforms like Flipkart (via Tech Mahindra). Competent in managing both voice and chat workflows, optimizing Average Handling Time (AHT), and resolving escalations with strong emotional intelligence and active listening. Fluent in English, Hindi, and Bengali with a typing speed of 45-52 WPM, making me highly adaptable to fast-paced domestic customer support processes.

Customer Support Associate (Voice Process – Flipkart Operations) at Tech Mahindra (2024-08 – 2024-12)

• Managed high-volume inbound customer calls for Flipkart's domestic process in both Hindi and English.
• Resolved customer queries regarding order tracking, refunds, cancellations, and account management while adhering strictly to QA guidelines.
• Maintained key BPO metrics including First Call Resolution (FCR), CSAT, and Average Handling Time (AHT) to meet organizational targets.
• Leveraged active listening and emotional intelligence to handle irate customers, ensuring high customer satisfaction scores.

Remote Exam Invigilator (Part-Time) at Independent (Freelance)

• Monitored online examinations with strict attention to detail to ensure process compliance and integrity.
• Monitored candidate audio, video, and live screen activities meticulously to verify identities, assess testing environments, and enforce strict examination guidelines.
• Maintained total fairness, transparency, and academic integrity throughout high-stakes online testing sessions by proactively identifying policy deviations.

Bachelor of Arts in English Literature – Vidyasagar University (2015 – 2018)

Higher Secondary in Humanities Stream – West Bengal Council of Higher Secondary Education (2015)

Secondary – West Bengal Board of Secondary Education (2013)