Nayan M Chakma

• Delivered comprehensive email-based customer support for international online gaming platforms, ensuring prompt and compliant responses to a high volume of player inquiries.
• Effectively resolved intricate account, payment, and technical issues while upholding exceptional customer satisfaction and professionalism.
• Handled sensitive cases and escalations with strong judgment and decision-making skills, contributing to a positive customer experience.
• Consistently surpassed Service Level Agreements (SLA) and maintained optimal Average Handle Time (AHT), showcasing commitment to quality support.
• Demonstrated adaptability and expertise, making a seamless transition to roles such as Customer Support Representative, Executive, and Associate.

• Provided exceptional customer support for Hilton Hotels globally, adeptly handling reservations, modifications, cancellations, and intricate service recovery scenarios.
• Successfully resolved high-value guest escalations, addressing sensitive issues to maintain brand loyalty and boost guest satisfaction.
• Mentored and trained over 15 new team members on best practices in customer interaction, system navigation, and quality assurance processes.
• Actively contributed to enhancing CSAT scores and improving overall team performance metrics through effective strategies and feedback.
• Demonstrated strong problem-solving skills and a commitment to delivering a positive customer experience in a fast-paced environment.

• Delivered exceptional customer support to AT&T (USA) clients, effectively managing billing inquiries and account services.
• Demonstrated strong problem-solving skills by resolving complex billing questions and account issues, enhancing customer satisfaction.
• Utilized effective communication to provide clear and accurate information, ensuring alignment with company policies and procedures.
• Fostered positive client relationships through attentive service and timely resolution of technical troubleshooting needs.
• Employed a customer-centric approach to support, contributing to a seamless customer experience and retention.

• Oversaw front desk operations, ensuring efficient guest check-ins, check-outs, and reservation management, enhancing overall customer satisfaction.
• Acted as the main liaison for guest inquiries, delivering prompt and effective support to foster a welcoming environment.
• Collaborated closely with housekeeping and operations teams to streamline processes, ensuring optimal room readiness and service excellence.
• Proactively identified and resolved front desk challenges, significantly improving guest experiences and operational efficiency.
• Developed strong communication skills and a customer-centric approach, preparing for a seamless transition into customer support roles.