Amit Kumar Singh
Technical Support
Vadodara
Summary
Professional with strong experience in customer support, prepared for this role. Skilled in conflict resolution, communication, and technical troubleshooting. Focused on team collaboration and achieving results, adapting to changing needs seamlessly. Reliable and approachable, with knack for building rapport and resolving client issues efficiently.
Proficient in CRM tools like Salesforce, Zendesk, AI, ChatGPT, and Jira. Expertise in e-commerce operations, team management, sales, and administrative support.
Overview
19
19
years of professional experience
4
4
Certifications
Work History
Client Service Coordinator
Etech
05.2025 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Created customer support strategies to increase customer retention.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Sr. Customer Support Associate
Equinox Agents
02.2022 - 01.2025
- Delivered L1 and L2 technical support for healthcare platforms via email.
- Reduced ticket escalation rate by 20% through accurate issue resolution.
- Monitored SLA compliance, and ensured high customer satisfaction.
- Managed support tickets in Salesforce, and documented case resolutions.
- Mentored new associates, and optimized internal workflows.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
Senior Customer Support Executive
Europ Assistance
09.2021 - 02.2022
- Handled high-volume email queries, and improved response accuracy.
- Developed internal documentation and trained the team on best practices.
- Ensured service levels by streamlining customer communication.
- Reviewed associate performance to identify training needs.
- Engaged clients in person and over phone to answer questions and address complaints.
Associate
Lumina Datamatics
10.2019 - 06.2021
- Provided L2 email support for Walmart Marketplace sellers.
- Recognized as 'Best Associate' for excellent ticket resolution and speed.
- Conducted trend analysis of recurring issues, and created solution guides.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
Account Receivables Specialist
Gebbs Healthcare
07.2019 - 10.2019
- Processed claims, handled AR reconciliation, and ensured timely follow-ups.
- Maintained accurate financial records, and resolved billing issues.
- Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
Technical Support Executive
Sutherland Global
05.2017 - 05.2019
- Delivered voice and chat support for the U.S. client.
- Resolved internet, router, and VoIP issues with a high FCR (First Call Resolution).
- Assisted in maintaining performance metrics and training new hires.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Technical Support Executive
Convergys India
09.2014 - 04.2017
- Handled webchat support for Time Warner Cable customers.
- Guided users through technical troubleshooting for cable and internet.
- Maintained CSAT scores consistently above target levels.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Support Associate
Serco Global
10.2012 - 08.2014
- Assisted Etisalat customers with technical and billing queries.
- Provided personalized solutions, and improved customer retention.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
Administrative Assistant
Sun Security Force
07.2007 - 09.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
High School Diploma -
Anjuman-I-Islam College
Diploma - Banking, Tally, GST
Institute of Computer Accountant
Skills
Customer Service & Technical Support
Certification
- AI Tools Workshop Be10x
Timeline
Client Service Coordinator
Etech
05.2025 - Current
Sr. Customer Support Associate
Equinox Agents
02.2022 - 01.2025
Senior Customer Support Executive
Europ Assistance
09.2021 - 02.2022
Associate
Lumina Datamatics
10.2019 - 06.2021
Account Receivables Specialist
Gebbs Healthcare
07.2019 - 10.2019
Technical Support Executive
Sutherland Global
05.2017 - 05.2019
Technical Support Executive
Convergys India
09.2014 - 04.2017
Customer Support Associate
Serco Global
10.2012 - 08.2014
Administrative Assistant
Sun Security Force
07.2007 - 09.2012
Diploma - Banking, Tally, GST
Institute of Computer Accountant
High School Diploma -
Anjuman-I-Islam College