Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Amit Thakur

Gurgaon

Summary

User Support Specialist with extensive experience in providing live chat support for Coinbase users, managing cryptocurrency transactions, and ensuring policy compliance. Proven track record in delivering consistent results across key performance indicators, such as CSAT, AHT, FCR, and SLA. Skilled in using Salesforce to manage user tickets, and collaborating with internal teams to address complex inquiries. Former Content Moderator for YouTube Process at Concentrix, adept at reviewing and moderating user-generated content, while contributing to workflow enhancements and policy updates. Strong analytical skills, critical thinking, and problem-solving abilities underpin a commitment to user advocacy and root cause analysis.

Overview

3
3
years of professional experience

Work History

Customer Support Specialist

accenture
Gurgaon
04.2024 - Current
  • Provided live chat support for Coinbase users on account, security, and transactional issues.
  • Managing cryptocurrency transactions for suspicious activity.
  • Managed escalated issues with attention to safety, policy compliance, and user satisfaction.
  • Used Salesforce to track, manage, and resolve user tickets, while ensuring SLA compliance.
  • Collaborated with team members to resolve complex customer concerns effectively.
  • Trained new team members on customer support best practices and procedures.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Participated in team meetings to discuss strategies for improving customer experience.

Content Moderator for Youtube Process

Concentrix
Gurgaon
07.2022 - 12.2023
  • Reviewed user-generated content to ensure compliance with standards for appropriateness and safety.
  • Maintained high accuracy and productivity while managing large volumes of content.
  • Identified trends to inform enhancements in workflows, policies, and overall processes.
  • Maintained accurate records of moderated content for reporting purposes.
  • Provided guidance and support to new moderators in order to ensure high quality standards are met.

Education

Bachelor of Science -

University of Jammu
Jammu
06-2015

Senior Secondary

St. Xavier Convent School
Jammu
06-2012

Secondary (10th)

Tiny Tots Hr Sec School
Jammu
05-2010

Skills

  • User advocacy and root cause analysis
  • Strong analytical skills, critical thinking
  • Problem-solving abilities

Personal Information

  • Date of birth: 22/07/1993
  • Nationality: Indian
  • Gender : Male
  • Marital status: unmarried

Timeline

Customer Support Specialist

accenture
04.2024 - Current

Content Moderator for Youtube Process

Concentrix
07.2022 - 12.2023

Bachelor of Science -

University of Jammu

Senior Secondary

St. Xavier Convent School

Secondary (10th)

Tiny Tots Hr Sec School

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Amit Thakur