Amit Kumar Singh
GURGAON
Summary
Strategic Process Lead specializing in workflow optimization and process improvement. Drives productivity and efficient task completion, facilitating on-time project delivery. Strong critical thinking and problem-solving skills support team leadership and enhance organizational effectiveness.
Overview
2
2
Certification
18
18
years of professional experience
Work History
Process Lead
Tata Consultancy Services
01.2016 - Current
- Banking and Finance
- ITSM
- Led process improvement initiatives to enhance operational efficiency and quality standards.
- Coordinated cross-functional teams to streamline project workflows and communication.
- Developed training materials and conducted sessions for team members on best practices.
- Managed documentation processes to ensure compliance with regulatory requirements.
Sr. Customer Care officer
Convergys
09.2014 - 01.2016
- Customer service
- Resolved complex customer issues through effective communication and problem-solving.
- Coordinated with other departments to ensure seamless customer service delivery.
- Maintained up-to-date knowledge of product offerings and industry trends for accurate support.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
Customer Support Associate
IBM Daksh/Concentrix
08.2012 - 09.2014
- Provided prompt assistance to customers via phone and chat channels.
- Resolved technical issues using company-specific CRM software and knowledge base.
- Documented customer interactions and solutions in the ticketing system accurately.
- Collaborated with team members to share best practices and improve service quality.
- Assisted in training new staff on customer support processes and tools.
- Escalated complex issues to senior support specialists for further investigation.
- Maintained product knowledge through ongoing training sessions and resources.
- Developed strategies for resolving difficult customer situations.
Technical Support
Puri Telecom Services Pvt. Ltd.
09.2011 - 05.2012
- Desktop Support
- Provided technical support to IT personnel and users.
- Provided technical support for colleagues when needed.
- Provided technical support and troubleshooting for network issues.
Crew Member
Mc Donald’s Saket
06.2008 - 03.2010
- Provided excellent customer service in a fast-paced environment.
- Provided exceptional service to enhance guest experiences in hospitality settings.
- Prepared and served food items following safety guidelines.
- Operated kitchen equipment and tools efficiently during peak hours.
- Collaborated with team members to ensure smooth operations during shifts.
- Handled cash transactions accurately at the register.
- Trained new crew members on procedures and standards to facilitate smooth onboarding.
- Followed company policies for food safety and hygiene practices.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
Education
PGDBM -
NMIMS
Online ProgramPGDM -
DOEACE
New DelhiB.Sc (H) - Computer Science
ARSD College
New Delhi12th -
LBS Sr. Sec. School
New Delhi10th -
CA Sr. Sec. School
New DelhiSkills
- Incident Management
- Operational Strategy
- Process improvement
- Change Management
- Performance Monitoring
- Cross-functional coordination
- Service Now
- Compliance management
- Customer relationship management
- Team collaboration
Certification
- ITIL Foundation Certification Version 4
- AWS Certified Cloud Practitioner certificate
Accomplishments
- Organizing member of various events in college fest.
- Active participation in school and college cultural activities and sports.
- Participation in Academic aptitude and achievement test, science exhibitions, elocutions and various other competitions in school.
- Several On the Spot and Performer of the Months.
- Four times performer of the Year
Hobbies and Interests
- Travelling
- Adventure Sports
- Cooking
- Listening to Music
- Reading
Corresponding Address
H-405, Tower H, 4th Floor, Suncity Avenue 102, Sector 102, Gurgaon, Haryana, 122001
Personal Information
- Father's Name: Gyanendra Pal Singh
- Date of Birth: 03/09/87
- Gender: Male
- Nationality: Indian
- Place of Birth: Kanpur
Languages
Hindi - Read, Write, Speak
English - Read, Write, Speak
Timeline
Process Lead
Tata Consultancy Services
01.2016 - Current
Sr. Customer Care officer
Convergys
09.2014 - 01.2016
Customer Support Associate
IBM Daksh/Concentrix
08.2012 - 09.2014
Technical Support
Puri Telecom Services Pvt. Ltd.
09.2011 - 05.2012
Crew Member
Mc Donald’s Saket
06.2008 - 03.2010
PGDBM -
NMIMS
PGDM -
DOEACE
B.Sc (H) - Computer Science
ARSD College
12th -
LBS Sr. Sec. School
10th -
CA Sr. Sec. School