Agnibha Mazumdar

AGNIBHA MAZUMDAR @ - O - , 104/b A.P.C road, flat-4A. Sukia street, Machuabazar KOLKATA 700009 i Agnibha Mazumdar (https://www.linkedin.com/in/agnibhamazumdar- 448b45188) T Agnibha Mazumdar (@AgnibhaMazumda1): https://twitter.com/AgnibhaMazumda1?s=08  Objective Customer-oriented professional with over five years of diverse experience in technical and nontechnical customer support. Skilled in providing exceptional service to international clients, primarily from the U.K and U.S countries. Proficient in workforce management tasks, including realtime management, call volume forecasting, roster creation, and back-office operations. Committed to delivering excellent support and contributing to customer satisfaction and team success. Seeking a challenging role to leverage my expertise and contribute to the growth of a dynamic organization.  Experience Concentrix 14/06/2018 - 05/03/2021 Customer Support Specialist - MakeMyTrip Interacted with domestic and international clients, providing exceptional customer support for their travel-related inquiries and concerns. Established rapport with customers to understand their specific needs and preferences, offering personalized solutions and recommendations. Effectively liaised with domestic and international hotel vendors, ensuring seamless coordination and satisfaction of all stakeholders. Concentrix 14/06/2018 - 05/03/2021 Real-time Analyzer - Workforce Management Team, MakeMyTrip Monitored and analyzed advisor performance on an hourly basis to ensure alignment with service level goals at the end of the day (EOD). Collaborated with the Workforce Management team to optimize resource allocation and drive operational efficiency. Successfully managed the MakeMyTrip back-office team and analysts, effectively scheduling their shifts and ensuring adequate coverage. Conducted volume forecasting to anticipate call and workload patterns, enabling proactive planning and resource allocation. Tier5 Technology Solutions Pvt. Ltd. 15/03/2021 - Present Technical Support Executive (Google Chrome Extension and SaaS Products) Effectively addressed and resolved concerns raised by users worldwide regarding our diverse range of products, including Google Chrome extensions and SaaS offerings. Demonstrated exceptional communication skills while interacting with users through various channels, such as chat, email, and Zoom calls, ensuring their inquiries and issues were promptly attended to and resolved. Conducted thorough testing of software products, meticulously identifying and documenting any bugs or issues encountered during the testing phase. Prepared comprehensive and insightful reports for each software piece, providing valuable feedback to the Development team for further refinement and improvement. Implemented efficient issue-tracking procedures, meticulously recording and monitoring software-related problems, ensuring timely resolution and customer satisfaction. Demonstrated proficiency in Zapier integration, leveraging this knowledge to streamline processes and improve workflow efficiency. Proactively engaged with users when necessary, providing personalized support and assistance to resolve complex or escalated queries, effectively ensuring a positive customer experience.  Projects Customer Support Specialist - Domestic and International Clients - MMT Managed inbound and outbound calls from domestic and international clients, addressing their inquiries, concerns, and issues related to our products and services. Provided personalized and efficient solutions to ensure utmost customer satisfaction, fostering positive relationships with clients. Interacted with hotel vendors, taking ownership of their problems and ensuring prompt resolution through effective communication and collaboration. Acted as a liaison between clients and the command team, escalating complex issues for higher-level assistance and ensuring swift resolution. Demonstrated exceptional communication and problem-solving skills, consistently meeting customer expectations and maintaining a high level of service quality. Social Media Escalation Specialist - Domestic and International Clients and Hotel Vendors - MMT Managed and resolved social media escalation queries from domestic and international clients and hotel vendors. Utilized outbound calls to communicate with customers and hotel suppliers, tailoring the approach based on the nature of the case and the required expertise. Exhibited excellent communication skills to address concerns effectively, ensuring customer satisfaction and maintaining a positive brand image. Demonstrated a comprehensive understanding of company policies and procedures to handle diverse situations with competence and professionalism. Collaborated with relevant teams to provide timely and appropriate solutions to social media escalation issues, working towards swift resolutions. Maintained accurate records of social media interactions and resolutions, contributing to a comprehensive database for future reference and analysis. Real-Time Analyst - Workforce Management - MMT Played a key role in the Workforce Management team as a Real-Time Analyst, responsible for monitoring and enhancing advisor performance on an hourly basis. Proactively worked towards aligning advisor performance to meet the service level goals by the end of the day (EOD). Skillfully scheduled shifts for the workforce, ensuring optimal coverage and efficient resource utilization. Conducted volume forecasting to anticipate call and workload patterns, facilitating proactive planning and resource allocation. Collaborated with cross-functional teams to address operational challenges and implement strategies to optimize workforce efficiency. Produced comprehensive reports on advisor performance and workforce management metrics, providing valuable insights to support decision-making processes. Identity Check Executive - Onfido Held a crucial position as an Identity Check Executive, responsible for conducting thorough verification of identification documents for vendors and customers nationwide. Successfully verified a diverse range of identification cards, including National ID Cards, Passports, Adhar Cards (India), Pan Cards (India), Voter Cards, and Driving Licenses. Demonstrated meticulous attention to detail in the verification process, ensuring accuracy and compliance with company policies and legal regulations. Utilized specialized tools and techniques to authenticate identification documents, contributing to a robust and reliable identity verification process. Collaborated with internal teams and external stakeholders to expedite the verification process and provide seamless service to customers and vendors. Maintained complete and well-organized records of identity verification activities, enabling easy retrieval and documentation for future reference. Customer Support Specialist - Amazon Managed customer contacts and cases for both domestic and international clients on the Amazon platform. Skillfully addressed and resolved customer issues, ensuring utmost satisfaction and a positive customer experience. Took ownership of customer concerns, demonstrating a proactive approach to problemsolving and resolution. Collaborated with the command team to escalate complex issues for higher-level assistance and swift resolution. Provided exceptional customer support, adhering to Amazon's service standards and policies to maintain a high level of service quality. ClickFunnels Support Specialist - Tier5 Contributed to the ClickFunnels project, a leading SaaS product enabling users to create personalized website funnels for their businesses. Provided comprehensive support to users seeking assistance in creating and optimizing their website funnels to maximize sales and conversions. Assisted users in integrating ClickFunnels with third-party platforms, particularly Zapier and other similar 3rd party software, to track sales, opt-in reports, conversion reports, and seamlessly add leads to various CRM platforms. Demonstrated expertise in navigating Zapier and other integration tools, ensuring smooth data flow and synchronization between ClickFunnels and external systems. Utilized strong communication skills to guide users through the setup process, troubleshoot issues, and deliver personalized solutions based on their unique business requirements. Maintained an up-to-date knowledge of ClickFunnels features and functionality, providing valuable insights and recommendations to enhance user experience and achieve their business objectives. Zapier Integration Specialist - Tier5 Played a key role in the Zapier project, a versatile SaaS product facilitating seamless integration of multiple SaaS and CRM tools to perform various actions, such as making calls, sending emails, messages, or creating comprehensive customer service modules. Demonstrated expertise in assisting users with the integration of their preferred business modules via Zapier, tailoring solutions to meet their specific needs and enhance workflow efficiency. Actively guided users through the process of creating custom integrations, ensuring a smooth and error-free integration experience. Leveraged in-depth knowledge of Zapier's capabilities to provide insights and recommendations, empowering users to harness its full potential in streamlining their business processes. Offered top-notch support and troubleshooting assistance, ensuring a high level of user satisfaction and successful implementation of Zapier integrations. Stayed updated on the latest features and functionalities of Zapier, proactively sharing relevant updates with users to optimize their integration experience. SaaS Support Specialist - Tier5 Specialized in providing comprehensive support for Software as a Service (SaaS) products and Google Chrome Extensions, catering exclusively to our users' needs in these domains. Offered expert assistance to users of our SaaS products, collaborating with them to conceptualize and implement new business module ideas, ranging from customer support and marketing to product sales. Demonstrated proficiency in guiding users through the creation of Interactive Voice Response (IVR) modules and seamlessly integrating them with other platforms, tailored to their specific objectives and scenarios. Utilized a customer-centric approach to address inquiries and concerns, ensuring seamless utilization of our SaaS products and extensions to enhance workflow efficiency and achieve desired outcomes. Stayed abreast of the latest industry trends and best practices, sharing valuable insights with users to optimize their experience and maximize the benefits of our offerings. Consistently delivered top-notch support, fostering positive relationships with users and contributing to their success in utilizing our SaaS products and Google Chrome Extensions. Facebook Automation & Google Chrome Extension - Tier5 Support Specialist Specialized in developing and supporting Chrome extensions focused on Facebook automation, empowering users to automate tasks and streamline their marketing and promotional efforts. Provided expert support to users utilizing our Facebook automation extension, guiding them through the process of sending automated replies to Facebook page posts or group posts for marketing and promotional purposes. Assisted users in seamlessly collecting data via webhooks and efficiently integrating it with Zapier to execute various actions based on their desired scenarios. Demonstrated exceptional troubleshooting skills, promptly resolving technical issues and ensuring uninterrupted functionality of the Facebook automation extension. Maintained a customer-centric approach, addressing user inquiries and concerns promptly to enhance their experience and achieve their automation objectives effectively. Collaborated with the development team to gather user feedback and propose improvements to enhance the extension's features and capabilities, ensuring continuous product enhancement. Manual Software Tester - Tier5 Played a crucial role as a Manual Software Tester, responsible for meticulously testing all software features and functionalities. Conducted thorough testing for each feature, meticulously documenting the test results and creating comprehensive reports for analysis and reference. Skillfully logged the timing for each test, ensuring efficient tracking of testing efforts and project timelines. Demonstrated exceptional attention to detail in identifying and documenting software bugs, promptly escalating them to developers with comprehensive details in the ticket. Collaborated closely with the development team to facilitate bug resolution, providing valuable insights and feedback to ensure software quality and functionality. Contributed to the continuous improvement of software quality by actively participating in test plan reviews and proposing enhancements to testing processes. Cloudflare Integration and DNS Support Specialist - Tier5 Collaborated with Cloudflare and our clients to facilitate seamless integration with our SaaS product for users creating websites. Assisted clients in obtaining their desired domain names for their websites by working closely with Cloudflare to ensure smooth domain registration and setup. Provided expert support to users experiencing DNS issues with their websites, promptly troubleshooting and resolving technical challenges. Demonstrated effective collaboration with the Cloudflare technical team, ensuring efficient communication and timely resolution of complex technical issues. Maintained a customer-centric approach, addressing clients' inquiries and concerns to deliver a positive experience and achieve their website goals effectively. Actively participated in continuous improvement efforts, suggesting enhancements to integration processes and DNS support to optimize user experience.  Achievements & Awards Star performer of the year.  Skills POWERPOINT INTERNET EXPLORER MS OFFICE MS OUTLOOK CRM Advanced Excel EXCEL Zapier Integration Software as a service (SaaS) Chrome Extension ClickFunnels Google Analytics GrooveFunnels Google Sites Cloudflare GoDaddy Mailgun Mailchimp  Languages English Bengali Hindi  Activities Drumming Traveling  Personal Details Date of Birth : 16/09/1997 Marital Status : Single Nationality : INDIAN  Education St.paul's school 2013 W.B.B.S.E 60% St.paul's school 2015 W.B.C.H.S.E 65%  Strength Excellent Communication Skills: Proficient in conveying ideas and information effectively, fostering clear and open communication with team members, stakeholders, and clients. Quick Learning: Demonstrated ability to grasp new concepts and product knowledge rapidly, facilitating efficient adaptation to diverse projects and tasks. Resilience to Stress: Capable of managing and handling stress in a high-pressure work environment, maintaining composure and delivering results effectively. Decisive in Critical Situations: Displayed sound judgment and decision-making abilities in critical scenarios, ensuring timely and effective resolutions. Positive Attitude: Adept at creating a positive and motivating atmosphere at work, inspiring team members and fostering a collaborative work environment. Leadership and Ownership: Proven capability to take leadership initiatives, assuming ownership of queries and challenges to drive successful outcomes. Active Listener: Skilled in actively listening to team members' ideas and concerns, incorporating their input to enhance team dynamics and project outcomes. Commitment and Reliability: Committed to meeting deadlines and delivering on commitments, ensuring reliability in executing assigned tasks and responsibilities.