Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Languages
Disclaimer
Timeline
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Amritpal Singh Virk

New Delhi

Summary

Led teams with focus on achieving goals and improving processes. Demonstrated leadership in project management and team collaboration. Utilized problem-solving and communication skills to drive success.

Overview

7
7
years of professional experience

Work History

Team Leader Operations

Concentrix
01.2022 - Current
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance
  • Improved operational workflows, enabling team to handle increased workloads without compromising quality.
  • Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.

Sr. Customer Service Executive

Concentrix
03.2019 - Current
  • Responsible for ensuring customer satisfaction by handling questions related to the Product and other queries
  • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
  • Forwarded requests as per escalation policy to higher level of support
  • Arrange resolution of customer support issues that can't be resolved by first line support
  • Handled escalation channels - Social media, escalation coming through call center or emails
  • Expertise in providing optimum resolution within the threshold
  • Adept at maintain high C- SAT (Customer Satisfaction Score)

Customer Service Representative

Concentrix
08.2017 - Current
  • Working with a technical team who supports the Apple products and Services available in the market (iPhone, iPad, iPod, Apple Watch and iCloud)
  • Providing end to end support to the clients and floor in the iOS, iPad OS and WatchOS team
  • Up-selling of AppleCare Protection Plan to the customers who are eligible
  • Reviewing all sorts of feedback from customers
  • Helping the team in testing whenever there is any new iOS or OS launch in terms of finding the bugs and errors which might cause problems in future
  • Testing every Beta version that launches to review the performance and software compatibility before it gets open to the world
  • SPOC for the Case Scrubbing Data to keep an eye on the non-compliance activities and promote everyone to be compliant as per client and company requirement
  • Understand and keep track of key KPIs
  • Manage dips in performance with adequate reinforcement plans proactively

Education

B.A. - Programme

SOL Delhi University

Intermediate - CBSE

Guru Nanak Public School

High School - CBSE

Guru Nanak Public School

Skills

  • Decision Making
  • Public Speaking
  • Problem Solving
  • Leadership
  • Team motivation
  • Multitasking Abilities
  • Team building
  • Mentoring
  • Project Management
  • Business Analysis
  • Workflow Optimization

Accomplishments

  • Got recognition multiple times from the management as a most consistent performer.
  • Got recognition for being flexible to support the business requirements.
  • Get recognition multiple times to contribute towards the enhancement of the knowledge.

Training

  • Trained on policies for Global content moderation for countries like South Africa, Vietnam and other European nations.
  • Trained to develop an understanding of the International policies around the approval process for online content.
  • Process training for complete Apple iMacs and MacBooks designed.
  • Process training for complete Apple iOS and Watch OS Devices designed till date.
  • Soft Skills and Voice & Accent.
  • Learning and Development Trainings designed.

Languages

English
Hindi

Disclaimer

I hereby declare that the above written particulars are too true to the best of my knowledge and belief.

Timeline

Team Leader Operations

Concentrix
01.2022 - Current

Sr. Customer Service Executive

Concentrix
03.2019 - Current

Customer Service Representative

Concentrix
08.2017 - Current

Intermediate - CBSE

Guru Nanak Public School

High School - CBSE

Guru Nanak Public School

B.A. - Programme

SOL Delhi University

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Amritpal Singh Virk