Abhay Pratap Singh
Client Service Professional
India
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Domestic and International industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
2
2
Certificates
2
2
Languages
Work History
Chat Support Specialist
Concentrix Daksh India Pvt. Ltd.
Gurgaon , India
12.2018 - Current
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Provided online demonstrations to educate customers on product features and online help resources.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted team leader with coaching and mentoring of new employees.
Technical Lead
Expert IVR Communication
Lucknow , India
07.2017 - 09.2018
- Drove technical initiatives for large enterprise systems to align with long-term business strategies.
- Designed support structure needed to confirm scalable application rollouts.
- Investigated system issues and implemented resolutions to reduce downtime.
- Organized system operating procedures to strengthen controls.
- Collaborated with site development team members to establish immediate resolution of identified issues and provide internal support.
- Improved website functionality by redesigning, updating and implementing codes, plug ins and extensions.
Senior Customer Support Executive
Make My Trip
Noida , India
05.2016 - 04.2017
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Listened to customers' questions and concerns to provide answers or responses.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Trainer Coordinator
NIIT Technologies
Kanpur Nagar , India
03.2015 - 03.2016
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Used learning assessments to regularly monitor student understanding of class concepts and materials.
- Applied various teaching aids to minimize learning gaps and instruct and motivate students.
- Enhanced student comprehension and shortened learning process through new teaching methods.
Training & Development Assistant
IIME
Kanpur Nagar , India
07.2013 - 03.2015
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Analyzed team performance and identified opportunities for additional training.
- Monitored participant workflow and behaviors throughout training process.
- Provided front-end website development using WordPress, Hubspot and other editing software.
Education
Bachelor of Technology - Computer Science
A.P.J. Abdul Kalam Technical University
Kanpur 05.2009 - 08.2013
High School Diploma -
U. P. Board
O. S. V. N. Inter College 05.2006 - 06.2007
GED -
U. P. Board
Kanpur 08.2007 - 06.2009
Skills
- Relationship building
Certification
- Microsoft Approved Course VC, VC++
Timeline
Chat Support Specialist
Concentrix Daksh India Pvt. Ltd.
12.2018 - Current
Technical Lead
Expert IVR Communication
07.2017 - 09.2018
Senior Customer Support Executive
Make My Trip
05.2016 - 04.2017
Trainer Coordinator
NIIT Technologies
03.2015 - 03.2016
Training & Development Assistant
IIME
07.2013 - 03.2015
- Application Development Using Java by Aptech Educations
07-2012
- Microsoft Approved Course VC, VC++
08-2010
Bachelor of Technology - Computer Science
A.P.J. Abdul Kalam Technical University
05.2009 - 08.2013
GED -
U. P. Board
08.2007 - 06.2009
High School Diploma -
U. P. Board
05.2006 - 06.2007
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