Manisha

MANISHA PRASAD

@ [open contact info](look above in the "contact info" section)

O [open contact info](look above in the "contact info" section)

, Address: 1195 Shanti Nivas Floor 2B, 18th No. Street Purbalok Kalikapur West Bengal, Ganga Nagar,

Mukundapur, Kolkata, West Bengal 700099, India

 Objective
 Skills

"Customer-focused and results-driven support professional with Problem Resolution, Communication Skills

experience in voice and chat support across e-commerce and global (Verbal and Written), Multitasking and Time

service industries. Skilled in resolving customer inquiries efficiently, Management, Product Knowledge, Empathy

maintaining high customer satisfaction scores, and managing multiple and Active Listening, Conflict Resolution,

interactions in fast-paced environments. Seeking to leverage my Process Improvement, Team Collaboration,

communication, problem-solving, and technical skills in a dynamic KPI and SLA Adherence, Data Entry and

customer support role." Documentation.

 Experience
Customer Support and Communication: - Live

Chat and Email Support - Active Listening and
Startek Private Limited, Kolkata
Conflict Resolution - Customer Satisfaction
04/22 - 06/22
and Retention Technical Proficiency: - CRM
Customer Support Specialist at Myntra (via call)
and Ticketing Systems (Zendesk, Freshdesk,
-Answering inquiries: Responding to customer questions regarding

Salesforce) - Data Entry and Case
product, services, or account- related matters.

Documentation - MS Office and Google
-Identifying and resolving customer issues or technical problems with
Workspace Problem-Solving and Efficiency: -
product or services.

Troubleshooting and Issue Resolution -
-Offering detailed information on products, services, billing and other
Quality Assurance and Compliance - Process
aspects relevant to customer.

Improvement


Tech Mahindra Limited, Kolkata

06/22 - 02/23 Languages

Chat Support Specialist English, Hindi, Bengali

-Resolved an average of 80+ customer queries daily via live chat,

achieving a 95%+ customer satisfaction score.

-Maintained an average response time of under 1 minute, ensuring high

engagement and issue resolution.

-Collaborated with team members to enhance response templates,

reducing repetitive queries by 15%.

Pin-Up Global, Ukraine

10/23 - 09/24

Chat Support Specialist

Customer Assistance- Responding to customer inquiries and providing

information about products and services.

Issue Resolution- Troubleshooting problems and resolving customer

issues with effectively and efficiently.

Documentation- Logging customer interaction and maintaining accurate

records of inquiries and resolutions.

Product Knowledge- Staying updated on company products, services and

policies to provide accurate information.

Multitasking- Managing multiple chat interactions simultaneously while

maintaining quality responses.

 Education

Maulana Abul Kalam Azad University Of Technology

2019

Bachelor Of Business Administration- Relevant Coursework: Customer

Relationship Management, Business Communication, Organizational

Behavior

7.0

Higher Secondary School, Arunachal Pradesh

2015

Intermediate

7
 Abotani Vidya Niketan, Arunachal Pradesh

2013

Matriculation


8

Projects

Social Media Marketing Campaign.

-Boosted engagement and sales for a local business