Keep learning and staying up to date about Methods of Project management Approach, quality assurance, Quality control
Hi, I’m
Abhishek Singh
Technical Support Specialist
Pune
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
9
years of professional experience
8
Certifications
Work History
UPS PVT LTD.
Technical Support Specialist
5 2021 - Current
Job overview
- As Team Lead, seamlessly integrate roles as coach, quality auditor, trainer, and subject matter expert, fostering team success through versatile leadership in technical support.
- Develop and implement strategies to monitor and improve Net Promoter Score (NPS) and CCR, Customer Satisfaction by analyzing customer feedback, identifying trends, and implementing targeted initiatives to enhance overall customer experience.
- Conduct regular quality audits on calls to ensure adherence to established standards and provide constructive feedback and coaching to team members to enhance call quality.
- Implement performance metrics tracking systems to monitor Average Handle Time (AHT), Call Escalation Rate, identifying opportunities for optimization and efficiency gains while maintaining high service levels.
- Utilize data-driven insights to develop and execute targeted training programs focused on enhancing technical proficiency, customer service skills, and problem-solving abilities.
- Collaborate with cross-functional teams including Process Development, 3rd Level IT team, and Customer Experience to address systemic issues, implement product enhancements, and drive continuous improvement initiatives.
- Act as a subject matter expert (SME) and escalation point for technical support specialists, offering expertise and assistance in navigating difficult customer situations, troubleshooting technical issues, and effectively managing call duration.
- Facilitate peer-to-peer coaching and knowledge sharing sessions to promote continuous learning and skill development, fostering a culture of collaboration and teamwork.
- Develop and implement attrition management strategies, Conduct regular one-on-one meetings aimed at reducing turnover rates and enhancing employee retention within the technical support team.
- Collaborate with senior management to analyze employee feedback and attrition trends, implementing targeted interventions.
- Implement engagement initiatives and provide ongoing mentorship to support team members' growth and address retention concerns.
MPAHSIS PVT LTD.
Senior Customer Support Officer
10.2019 - 01.2021
Job overview
- Provide expert-level customer support via chat, voice, and email for a Sweden-based credit lender.
- Serve as frontline support, ensuring exceptional service and adherence to company policies.
- Handle diverse customer queries promptly and accurately.
- Communicate effectively and courteously to address customer concerns.
- Navigate systems efficiently for information retrieval and transactions.
- Collaborate with cross-functional teams for issue resolution.
- Maintain high customer satisfaction and meet SLAs and KPIs.
- Continuously enhance product knowledge and service skills.
- Contribute to process improvement initiatives.
COLLABERA TECHNOLOGIES PVT. LTD.
System Analyst
02.2019 - 09.2019
Job overview
- Functioned as a System Analyst and Subject Matter Expert (SME) for Amdocs' Order Management product, operating as a part of the 2nd level support team.
- Provided advanced technical assistance to onsite engineers, resolving complex issues via calls, chats, and emails.
- Conducted in-depth analysis of technical problems, identifying root causes, and implementing effective solutions for seamless operation.
- Acted as a point of escalation for unresolved technical issues, showcasing strong problem-solving skills and product expertise.
- Played a key role in maintaining high customer satisfaction by meeting and exceeding KPIs, including First Contact Resolution (FCR) rate and Average Resolution Time (ART).
- Contributed to process improvements and the development of training materials and knowledge base articles.
- Stayed updated on industry trends and product enhancements, continuously enhancing technical skills and knowledge.
WNS GLOBAL SERVICE LTD.
Senior Associate
1 2016 - 1 2019
Job overview
- Provided high-quality customer support via chat and voice channels for UK Giant British Gas, ensuring timely issue resolution and positive experiences.
- Handled diverse queries, including account, billing, service, and technical issues, demonstrating strong product knowledge and communication skills.
- Engaged professionally, actively listening to customer concerns, empathizing, and offering accurate assistance.
- Managed interactions effectively, following established procedures, and accurately documenting using CRM systems.
- Collaborated with cross-functional teams to resolve complex issues promptly, prioritizing customer satisfaction.
- Adhered to quality standards and performance metrics, consistently meeting or exceeding targets.
- Participated in training sessions to enhance product knowledge and communication skills.
- Contributed to continuous improvement initiatives, providing feedback to drive operational efficiency and service excellence.
Education
B.R. Agrawal High SchoolPune, India
No Degree from Secondary Education
04.2001
Skills
Good experience working on Troubleshooting UPS shipping application (upscom and WorldShip)
undefinedAccomplishments
In my career, I've successfully participated in three pilot projects, with a notable impact in the current project where I served as a Team Lead. Spearheading a transformative initiative, we achieved a remarkable turnaround in our Net Promoter Score (NPS), from -86% in 2021 to a remarkable plus 50% in the current year. Additionally, maintaining the lowest attrition rates and facilitating the promotion of 80% of team members within one year underscores my leadership and mentorship capabilities.
Certification
Lean Management
Interests
People connect
Learning more about Shipping business
Personal Information
Timeline
Lean Management
04-2024
Agile Scrum Master
04-2024
Minitab
04-2024
CMP. Business Analytics with Excel
04-2024
PMP
02-2024
Agile Scrum Foundation
09-2023
Technical Support Fundamentals
03-2021
Google Professional Workspace Administrator
03-2021
Senior Customer Support Officer
MPAHSIS PVT LTD.
10.2019 - 01.2021
System Analyst
COLLABERA TECHNOLOGIES PVT. LTD.
02.2019 - 09.2019
B.R. Agrawal High School
No Degree from Secondary Education
04.2001
Technical Support Specialist
UPS PVT LTD.
5 2021 - Current
Senior Associate
WNS GLOBAL SERVICE LTD.
1 2016 - 1 2019
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