Susovan Rong

[email protected] 6289834336 115 Duttabad Road, Saltlake, Kolkata - 700065

PROFESSIONAL SUMMARY

Dedicated Customer Support Executive with over 3 years of experience delivering exceptional service in fast-paced environments. Proven track record of increasing customer satisfaction scores by 15% and resolving 90% of inquiries on first contact through effective communication and problem-solving skills. Adept at utilizing CRM tools and managing high-volume calls to enhance customer loyalty and operational efficiency. Committed to driving positive customer experiences and supporting business growth through proactive support and teamwork.

WORK EXPERIENCE

Representative, Operations
12/2022 - Present
Concentrix
Resolved an average of 50+ customer travel inquiries daily via phone and email, achieving a 95% customer satisfaction rating
Implemented streamlined communication protocols that reduced response time by 20%, enhancing overall customer experience
Collaborated with cross-functional teams to address complex travel issues, resulting in a 15% increase in first-contact resolution
Trained and mentored new agents on effective query handling and CRM tools, improving team productivity by 10%

EDUCATION

01/2022
University of Calcutta GPA: 7.1 CGPA

SKILLS

Technical Skills: Basic Computer Skills
Soft Skills: Communication, Adaptability
Tools: Microsoft Office
Other: English (Fluent), Hindi (Fluent), Bengali (Fluent)

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