Abhijit Prasad Singha
Ground Staff
Kolkata
Summary
Dynamic customer service professional with a proven track record at AIASL, excelling in conflict resolution and team collaboration. Recognized for enhancing customer satisfaction through effective problem-solving and empathetic communication. Skilled in operational efficiency and relationship building, consistently exceeding performance metrics and fostering loyalty among clients.
Overview
15
15
years of professional experience
Work History
Jr Officer Customer Service
AIASL
08.2025 - Current
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
Customer Service Executive
AIASL
08.2022 - 07.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Created and maintained detailed database to develop promotional sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Agent
AIASL
08.2020 - 07.2022
- Improved customer satisfaction by providing timely and effective resolutions to their concerns.
- Collaborated with team members to continually improve processes, leading to increased efficiency and productivity.
- Communicated with customer to understand needs and concerns.
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Actively participated in team meetings, sharing ideas and insights that contributed to overall departmental success.
- Stayed up-to-date on product knowledge to provide accurate information to customers when needed.
- Developed relationships with key clients, ensuring loyalty and repeat business.
- Assisted customers with navigating company website and using online tools, resulting in higher levels of self-service success.
- Delivered exceptional service by resolving customer inquiries in a professional and empathetic manner.
- Exceeded performance metrics consistently while maintaining high-quality service delivery standards.
- Recognized for outstanding performance, receiving multiple awards and commendations for consistently exceeding expectations in the role of Customer Agent.
- Enhanced client retention rates through building strong rapport and addressing issues promptly.
- Managed high call volumes under pressure, maintaining composure and professionalism at all times.
- Developed solutions for customer independently and with manager.
- Identified, monitored, and resolved potential problematic customer issues.
- Adapted quickly to changes in systems or processes, minimizing disruption to daily tasks and responsibilities as a Customer Agent.
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Identified opportunities for upselling or cross-selling products based on individual customer needs, driving additional revenue growth for the company.
- Maintained open lines of communication with external and internal customers.
- Streamlined communication channels for a more efficient customer support experience.
- Maintained detailed records of customer interactions, allowing for improved tracking and follow-up on outstanding issues.
- Supported cross-functional collaboration by liaising with other departments on behalf of customers when necessary.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Jr Customer Agent
AIASL
11.2014 - 07.2020
Customer Service Associate
Wipro
08.2012 - 07.2013
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Utilized social media platforms to address customer concerns, broadening channels of support.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Collaborated with product team to communicate customer feedback, leading to improved product offerings.
- Increased team productivity with effective communication and coordination of tasks.
- Fostered positive team environment, contributing to higher staff retention rates.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Trained new associates in customer service protocols, elevating overall team's performance.
- Reduced issue resolution time by streamlining communication between departments.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
- Identified upselling and cross-selling opportunities, contributing to increased sales.
- Enhanced brand image by consistently delivering service beyond expectations.
- Streamlined customer service processes to reduce wait times and improve service quality.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Managed timely and effective replacement of damaged or missing products.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
Complaints Manager
Wipro
08.2011 - 07.2012
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Led initiatives aimed at improving the overall customer experience, such as implementing new complaint management tools or revising standard operating procedures.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Increased customer retention rates by consistently providing prompt, courteous, and effective solutions to their concerns.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
- Reduced the number of unresolved complaints by closely monitoring case progress and providing guidance on complex issues.
- Served as a liaison between customers and internal departments such as sales or product development teams when necessary to resolve specific issues.
- Ensured compliance with regulatory requirements by maintaining accurate documentation of all complaint investigations and resolutions.
- Collaborated with cross-functional teams to address root causes of recurring complaints, leading to improved product quality and service delivery.
- Facilitated regular meetings with department heads to discuss ongoing complaint trends, share best practices, and develop strategies for improvement.
- Oversaw communication and research to achieve full resolution of complaints inquiries.
- Mentored and developed team members, providing regular performance feedback and supporting their professional growth.
- Streamlined complaint handling processes for increased efficiency and reduced response times.
- Maintained strong relationships with key stakeholders within the organization, working together to address systemic issues contributing to customer dissatisfaction.
- Prioritized resources effectively during periods of high complaint volume while still maintaining high-quality resolution outcomes.
- Established clear communication channels within the organization for reporting emerging problems or potential product defects that could lead to future complaints.
- Managed, mentored and developed team in delivering best-in-class escalated complaint resolutions.
- Championed a culture of continuous improvement within the team through regular feedback sessions, training sessions, and open discussions about process enhancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
High School Diploma - Commerce
National Model School
Sodepur 03-2008
Secondary - Commerce
National Model School
Sodepur 03-2006
Skills
Work coordination
Team collaboration
Report writing
Emergency response coordination
Strategic planning
Cultural awareness
Investigation leadership
Report preparation
Information verification
Innovation and creativity
Community relations
Public speaking
Legal knowledge
Evidence analysis
Mediation techniques
Safety protocols
Risk assessment
Crisis intervention
De-escalation techniques
Reporting and documentation
Teamwork and collaboration
Financial analysis
Crisis management
Organizational development
Project management
Sales strategies
Business analysis
Marketing strategy
Customer relationship management
Market research
Performance management
Operational efficiency
Teamwork
Team leadership
Professional demeanor
Process analysis
Process improvement
Relationship building
Goal setting
Written communication
Active listening
Reliability
Professionalism
Team building
Task prioritization
Adaptability
Self motivation
Excellent communication
Problem-solving
Effective communication
Time management
Multitasking Abilities
Problem-solving abilities
Decision-making
Attention to detail
Adaptability and flexibility
Accomplishments
- Resolved product issue through consumer testing.
- Documented and resolved Issue which led to Results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result through effectively helping with Task.
- Achieved Result by completing Task with accuracy and efficiency.
Timeline
Jr Officer Customer Service
AIASL
08.2025 - Current
Customer Service Executive
AIASL
08.2022 - 07.2025
Customer Agent
AIASL
08.2020 - 07.2022
Jr Customer Agent
AIASL
11.2014 - 07.2020
Customer Service Associate
Wipro
08.2012 - 07.2013
Complaints Manager
Wipro
08.2011 - 07.2012
High School Diploma - Commerce
National Model School
Secondary - Commerce
National Model School