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Chongshen Chang

Customer Experience Specialist | Email & Chat Support | Zendesk • Salesforce • Freshdesk | 6+ Years | Gaming & Banking | Open to Remote Opportunities

South Delhi

8+ years of work experience

Junglee Games
May 20196 yrs 5 mosSep 2025

New Delhi, Delhi, India

#Email#KYC#HOWZAT#CARROM CLUB#POOLKING#RUMMY Senior Customer Experience Executive Junglee Games · Full-time May 2019 – Sep 2025 · 6 yrs 5 mos New Delhi, India · Remote Key Responsibilities Delivered high-quality customer support for online gaming platforms, resolving escalations and complex user issues. Managed customer queries using CRM tools such as Zendesk, Freshdesk, and Salesforce in a remote-first work environment. Collaborated with internal teams to improve customer satisfaction, retention, and operational efficiency. Achievements Received multiple Star of the Month and Achiever of the Month awards for outstanding performance. Recognized as Customer Champion for consistently delivering excellent customer experience. Awarded Quarterly Performance Appreciation for maintaining high productivity and service quality.
Junglee Games
20196 yrs2025

Managed multi-channel customer support across email, chat and inbound calls for gaming platforms including Howzat, Ludo and Carrom, ensuring prompt and effective resolution of customer concerns. Handled over 1,000 customer email and chat interactions monthly, maintaining service quality standards and delivering a customer satisfaction score of approximately 98%. Conducted around 700 KYC verifications per month, ensuring regulatory compliance, user authenticity and platform security. Collaborated with payment partners including Razorpay, Paytm and Paynimo to investigate transaction disputes and payment failures, ensuring timely resolution of customer payment issues. Maintained process documentation and compliance updates through Confluence, supporting operational consistency and knowledge management. Achieved approximately 99% overall performance scores and received multiple “Star of the Month”, “Customer Champion” and “Super Hero Award” recognitions for consistently delivering exceptional customer experience and operational excellence. Utilised SQL, Tableau and Swagger to analyse gameplay data, investigate technical concerns and validate customer issues, improving the accuracy of issue resolution.
North East Small Finance Bank
Jan 20181 yr 2 mosFeb 2019

Managed cash handling operations, remittance processing and daily cash book maintenance while ensuring compliance with banking procedures. Assisted customers with account opening processes, banking documentation.
North East Small Finance Bank
Feb 20181 yrJan 2019

Jorhat, Assam, India

Single Window Operator (SWO) North East Small Finance Bank | Jorhat Branch | 2019 – 2020 Managed daily cash transactions, deposits, withdrawals, and account services while ensuring accuracy and compliance with banking regulations. Assisted customers with account inquiries, financial transactions, and banking services, delivering efficient customer support at the branch level. Prepared MIS reports and maintained transaction records, supporting smooth branch operations and internal reporting.
Community Education Centre society (NGO supported by Hans Foundation- Nagaland)
20132 yrs2015

Coordinated medical outreach programmes in remote villages lacking access to healthcare facilities. Liaised with the Chief Medical Officer and local authorities to secure approvals and permissions for medical camps. Planned operational logistics including route management, accommodation, scheduling and village coordination. Demonstrated strong stakeholder management and problem-solving capabilities in challenging field environments.
CECS
Sep 20121 yr 7 mosMar 2014

Nagaland

Major Duties Coordinated medical outreach visits by scheduling meetings with village heads and community leaders across rural Nagaland. Organized logistics and appointments for doctors and healthcare teams providing treatment in remote villages. Acted as liaison between NGO management, medical staff, and local communities to ensure smooth operation of mobile clinics. Key Achievements Contributed to the implementation of the Mobile Medical Unit project supported by The Hans Foundation, improving rural healthcare access. Helped deliver medical services that reached 33,000+ patients and over 10,000 households in underserved villages. Supported the expansion of healthcare outreach from 44 villages to additional rural communities in Nagaland.
Salient Business Solution (Crompton Greaves)
20111 yr2012

Managed inbound customer calls relating to complaint registration and service support. Demonstrated empathy and effective communication while handling customer grievances and service concerns. Contributed to customer satisfaction by providing professional and solution-focused support.

Education

University of delhi

Gratuate, BA arts

University of delhi

Livingstone

High School Diploma

Livingstone

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Headline

Customer Experience Specialist | Email & Chat Support | Zendesk • Salesforce • Freshdesk | 6+ Years | Gaming & Banking | Open to Remote Opportunities

Location

South Delhi

Work experience

Senior CX Experience at Junglee Games, May 2019 - Sep 2025 · 6 yrs 5 mos, New Delhi, Delhi, India, #Email#KYC#HOWZAT#CARROM CLUB#POOLKING#RUMMY Senior Customer Experience Executive Junglee Games · Full-time May 2019 – Sep 2025 · 6 yrs 5 mos New Delhi, India · Remote Key Responsibilities Delivered high-quality customer support for online gaming platforms, resolving escalations and complex user issues. Managed customer queries using CRM tools such as Zendesk, Freshdesk, and Salesforce in a remote-first work environment. Collaborated with internal teams to improve customer satisfaction, retention, and operational efficiency. Achievements Received multiple Star of the Month and Achiever of the Month awards for outstanding performance. Recognized as Customer Champion for consistently delivering excellent customer experience. Awarded Quarterly Performance Appreciation for maintaining high productivity and service quality.

Customer Executive at Junglee Games, 2019 - 2025 · 6 yrs, Managed multi-channel customer support across email, chat and inbound calls for gaming platforms including Howzat, Ludo and Carrom, ensuring prompt and effective resolution of customer concerns. Handled over 1,000 customer email and chat interactions monthly, maintaining service quality standards and delivering a customer satisfaction score of approximately 98%. Conducted around 700 KYC verifications per month, ensuring regulatory compliance, user authenticity and platform security. Collaborated with payment partners including Razorpay, Paytm and Paynimo to investigate transaction disputes and payment failures, ensuring timely resolution of customer payment issues. Maintained process documentation and compliance updates through Confluence, supporting operational consistency and knowledge management. Achieved approximately 99% overall performance scores and received multiple “Star of the Month”, “Customer Champion” and “Super Hero Award” recognitions for consistently delivering exceptional customer experience and operational excellence. Utilised SQL, Tableau and Swagger to analyse gameplay data, investigate technical concerns and validate customer issues, improving the accuracy of issue resolution.

Senior Operator at North East Small Finance Bank, Jan 2018 - Feb 2019 · 1 yr 2 mos, Managed cash handling operations, remittance processing and daily cash book maintenance while ensuring compliance with banking procedures. Assisted customers with account opening processes, banking documentation.

SWO at North East Small Finance Bank, Feb 2018 - Jan 2019 · 1 yr, Jorhat, Assam, India, Single Window Operator (SWO) North East Small Finance Bank | Jorhat Branch | 2019 – 2020 Managed daily cash transactions, deposits, withdrawals, and account services while ensuring accuracy and compliance with banking regulations. Assisted customers with account inquiries, financial transactions, and banking services, delivering efficient customer support at the branch level. Prepared MIS reports and maintained transaction records, supporting smooth branch operations and internal reporting.

Project Coordinator at Community Education Centre society (NGO supported by Hans Foundation- Nagaland), 2013 - 2015 · 2 yrs, Coordinated medical outreach programmes in remote villages lacking access to healthcare facilities. Liaised with the Chief Medical Officer and local authorities to secure approvals and permissions for medical camps. Planned operational logistics including route management, accommodation, scheduling and village coordination. Demonstrated strong stakeholder management and problem-solving capabilities in challenging field environments.

Project Coordinator at CECS, Sep 2012 - Mar 2014 · 1 yr 7 mos, Nagaland, Major Duties Coordinated medical outreach visits by scheduling meetings with village heads and community leaders across rural Nagaland. Organized logistics and appointments for doctors and healthcare teams providing treatment in remote villages. Acted as liaison between NGO management, medical staff, and local communities to ensure smooth operation of mobile clinics. Key Achievements Contributed to the implementation of the Mobile Medical Unit project supported by The Hans Foundation, improving rural healthcare access. Helped deliver medical services that reached 33,000+ patients and over 10,000 households in underserved villages. Supported the expansion of healthcare outreach from 44 villages to additional rural communities in Nagaland.

Customer Support Executive at Salient Business Solution (Crompton Greaves), 2011 - 2012 · 1 yr, Managed inbound customer calls relating to complaint registration and service support. Demonstrated empathy and effective communication while handling customer grievances and service concerns. Contributed to customer satisfaction by providing professional and solution-focused support.

Education

Gratuate, BA arts, University of delhi

High School Diploma, Livingstone