Abraam Aditya Singh

In my previous roles, I have gained valuable experience in customer experience and communication. However, my most recent opportunity has been truly transformative, both personally and professionally. It has allowed me to take on a leadership role and develop new skills that have helped me to stand out in my field. While my previous experiences have been important, this new opportunity has given me a fresh perspective and a renewed sense of purpose. I am excited to continue growing and learning in this role and see where it takes me in the future.

1. Experienced senior consultant with a proven track record in political campaign management.

2. Successfully led a team of 15 for pan India performance reporting for BJP's state election campaign, implementing central monitoring systems to track calling and login metrics. 3. Implemented motivational training programs for pan India agents, improving performance and engagement.

4. Developed training modules and managed quality audits reports, ensuring compliance and accuracy in campaign operations.

• Clients: Google
• Location transfer related queries.
• Assistance with locations, Compensation estimate, Remote work.
• Daily performance report and now shortlisted to train all upcoming batches for Query related concerns.
• Kept clear, detailed records of customer interactions, enabling accurate complaints investigation.
• Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
• Maintained excellent team relationships by helping colleagues during complicated or difficult customer queries.
• Followed company regulations, policies and processes.
• Managed all complex complaints, issues and problems to maintain customer satisfaction.
• Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions.
• Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
• Made recommendations to management on ways to improve customer care and service.

• Process: Rummy Circle and My11Circle
• Mapping business requirements and coordinating in developing & implementing processes in line with guidelines
• Ensuring speedy resolution of queries & grievances to maximise the client satisfaction levels, received through calls and emails
• Preventing risk and frauds on player's active account (dealing with real transactions)
• Elevating customer satisfaction level as well as troubleshooting any technical problem with the online application of Rummy of My11 Circle
• Assigning alerts and doing MBV projects to understand player's regularly
• Doing first step of Risk management to prevent any frauds
• Counselling high risk players.
• Educated players on gaming rules and table etiquette to avoid inappropriate behaviour.
• Mediated and resolved disputes at gaming tables efficiently to maximise customer satisfaction.
• Ensured legally appropriate conduct during games, escalating cases of misbehaviour as needed.
• Monitored and maintained the integrity of playing cards and other gaming materials through regular detailed inspections.
• Received, sorted and directed incoming mail to maintain good communication channels.
• Used quick decision-making skills to provide smart, on-the-spot answers to client concerns.
• Conducted counselling using a wide range of methods, including face-to-face, phone, live chat and Zoom.
• Assessed risks and needs of each person, tailoring approach to match individual.