Kunjana Chaudhury

Customer Service Advisor @BT Group

Handled 100+ inbound contacts daily across phone, consistently achieving 98% SLA compliance and maintaining a CSAT score of 95%+.• Resolved 85% of customer issues on first contact, contributing to a 20% improvement in First Contact Resolution (FCR) and a 15% drop in repeat calls over three months.• Logged 100% of interactions accurately in the CRM system, supporting data-driven decisions and reducing follow-up time by 25% through clear case histories