Aashish Kumar Singh
Delhi
Summary
Technical Support Representative with a focus on German language assistance across multiple communication channels. Achieved a 20% improvement in first-contact resolution rates, consistently adhering to SLAs and KPIs. Skilled in cross-functional collaboration to address intricate problems and leverage CRM tools for service optimization.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Incident Management Specialist
Colt technology
Gurugram
06.2023 - Current
- Created reports on incident trends and metrics for senior management review.
- Conducted post-incident reviews with relevant stakeholders in order to determine areas for improvement.
- Monitored system performance to identify potential issues before they become service impacting.
- Identified, documented, and tracked incident tickets using ServiceNow ticketing system.
- Performed root cause analysis of complex technical problems in order to develop solutions that prevent recurrence of similar incidents.
- Established communication channels between various departments within the organization in order to facilitate timely collaboration during major incidents.
- Analyzed data from multiple sources such as logs, databases, application performance monitors, in order to identify potential service impacting events.
Customer Care Executive
Vaibhav global limited
Jaipur
08.2022 - 05.2023
- Developed and maintained relationships with customers to ensure their satisfaction.
- Tracked customer order statuses using various systems including CRM software.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Conducted outbound calls to existing clients to upsell products or services.
- Contributed ideas for improving internal processes related to sales operations.
- Maintained detailed records of customer interactions, orders and account status updates.
- Collaborated with other departments to ensure successful implementation of sales initiatives.
Senior Representative
Concentrix
Gurugram
06.2020 - 06.2022
- Ensured compliance with industry regulations regarding customer service standards.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Liaised between customers and internal departments as needed.
- Maintained up-to-date knowledge of products, services, pricing plans, promotions.
- Collaborated with cross-functional teams to develop innovative solutions to common problems.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
Post-Graduate Certificate - Data Science
Great Lakes Institute of Management
Gurugram12-2023
Bachelor Political Science (Hons) -
University of Delhi
Delhi10-2022
Senior School Certificate - Science
CBSE
05-2018
High School Diploma - Science
CBSE
05-2016
Skills
- Incident management
- Cross-department collaboration
- Customer relationship management
- ServiceNow ticketing
- Multilingual proficiency
- Technical support
- SQL database management
- Excel
- Inside sales
- Basic python
Certification
- German language certificate C1
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
German
Upper Intermediate (B2)
B2
Timeline
Incident Management Specialist
Colt technology
06.2023 - Current
Customer Care Executive
Vaibhav global limited
08.2022 - 05.2023
Senior Representative
Concentrix
06.2020 - 06.2022
Post-Graduate Certificate - Data Science
Great Lakes Institute of Management
Bachelor Political Science (Hons) -
University of Delhi
Senior School Certificate - Science
CBSE
High School Diploma - Science
CBSE
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