Shuprotik Roy

Customer Service Manager @Entain

Birmingham, GB

Entrusted with keyholder responsibilities, successfully opening and closing the store across 50+ shifts without incident.• Maintained shop cleanliness and presentation standards, passing all internal audits with scores above 90%.• Resolved customer complaints with a 95% satisfaction rate by applying active listening and efficient conflict resolution.• Promoted responsible gambling practices to over 90% of first-time customers through in-store demonstrations and education.• Processed an average of 200+ customer transactions per week, maintaining 100% accuracy in cash handling and till reconciliation.• Delivered high-quality customer service in a fast-paced sports betting environment, contributing to a 15% increase in customer retention based on repeat visits and positive feedback.

St Joseph's University

Bachelor of Computer Applications-BCA, BCA

Delhi Public School, Ruby Park

Commerce

University of Birmingham

Postgraduate Degree, Msc Management