Headline

Customer Experience SME | 3+ Years in Voice & Chat Support | Quality & Operations Improvement | CCNA Certified | Aspiring Team Leader | Open to Senior Roles

About

Customer Experience professional with 3+ years of experience in voice and chat support across domestic and international processes. Started as an Associate and currently working as an SME, supporting team members, handling escalations, and ensuring quality in customer interactions. Key strengths: ✔ Customer handling and issue resolution ✔ Ownership and accountability ✔ Process improvement ✔ Team support and guidance Also completed CCNA and Hardware & Networking training, with a growing interest in Network Support roles. Open to: • Senior Customer Service roles (SME / Team Lead path) • Network Support / IT Support roles Always learning and aiming to grow into roles with greater responsibility and impact.

Location

Bhubaneswar

Work experience

Customer Experience Associate at MagicDecor®, Dec 2024 - Present · 1 yr 7 mos, Infosys Bhubaneswar, Odisha, India, Working in Customer Experience Team at Magic Decor, actively contributing to operations in a start-up environment. The company is Asia's first and leading provider of innovative online services for wallpaper and wall design solutions.

SME (Subject Matter Expect) at MagicDecor®, Dec 2025 - Present · 7 mos, Bhubaneswar, Odisha, India, Acting as an SME to support team performance and customer experience. • Handle customer queries via voice and chat • Support team members with process-related queries • Resolve complex issues and escalations • Ensure quality and customer satisfaction • Assist in training new joiners • Work with TL on team performance and improvements

Customer Care Associate at Concentrix, Aug 2023 - Dec 2024 · 1 yr 5 mos, Bhubaneswar, Odisha, India, As a Customer Care Executive at Concentrix, I Worked in Both Flipkart and Amazon processes, proficiently managing CRM tools for both platforms. The role involved a blend of inbound and outbound calls, chats, and occasional email support, ensuring seamless customer assistance. Key responsibilities included addressing diverse queries, maintaining high customer satisfaction, and consistently achieving weekly KPIs. My ability to enhancing customer experiences across e-commerce platforms.

Education

Bachelor of science (Bsc), Berhampur University

+2, General Science, Maharshi Higher secondary school of science