Headline

Attended Omdayal Group of Institutions 275

About

I’m a Technical & Customer Support Specialist with a strong foundation in Computer Science (B.Tech) and practical experience resolving complex software, hardware, and network issues. I combine analytical problem-solving with empathy-driven communication to deliver fast, reliable, and high-quality support experiences. My expertise spans multichannel support (chat, email, voice), CRM tools Amazon systems, and process optimization to enhance customer satisfaction and team efficiency. I take pride in transforming challenges into opportunities for improvement — whether by refining workflows, updating knowledge bases, or proactively preventing repeat issues. During my tenure at Amazon, I managed 80+ customer queries daily, maintained a 95% satisfaction rate, and contributed to process improvements that reduced response time by 12% and repeat tickets by 18%. These experiences strengthened my ability to balance technical accuracy with clear, empathetic communication. Currently pursuing the Google IT Support Professional Certificate, I continue to expand my technical knowledge and leadership in customer experience excellence. I’m passionate about ensuring technology works seamlessly for people — and helping teams deliver support that builds trust, efficiency, and long-term loyalty.

Location

Kolkata

Work experience

Virtual support associate at Amazon, Jul 2023 - Nov 2023 · 5 mos

Virtual customer support associate at Amazon, Jul 2023 - Nov 2023 · 5 mos

Education

Bachelor of Technology - BTech, Computer science and engineering, Omdayal Group of Institutions 275