INTERESTS & CORE STRENGTHS: Digital Arts & Photography: Focused on technical precision and visual detail in portrait refinement Linguistic Development: Active pursuit of English to broaden international communication skills Process-Driven Hobbies: Engaging in culinary arts and restoration projects that require methodical problem-solving and multitasking
APOORVA SINGH
Customer Service Representative
Mohali
Summary
Dynamic Customer Service Professional with 5 years of expertise in the International BPO sector. Proven track record in managing omnichannel support for global leaders in Online Retail, Food & Grocery delivery, and Health Insurance. Expert in establishing client rapport while maintaining peak satisfaction scores (CSAT). A process-oriented specialist focused on optimizing workflow speed and quality to drive organizational success and cultivate long-term partnerships.
Overview
6
6
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Customer Advocate
TTEC
07.2025 - 12.2025
- Customer Service Associate, (Voice) (Dental Insurance Specialist) TTEC | Mohali, India | July 2025 – December 2025
- Handled a high volume of inbound customer calls, specializing in dental insurance policy inquiries, claim status, and benefit clarification.
- Accurately processed and documented insurance claims, ensuring compliance with policy guidelines and reducing processing errors by effectively cross-referencing information.
- Provided clear and empathetic guidance to policyholders regarding their coverage details, deductible limits, and pre-authorization requirements to resolve complex financial and service queries.
- Utilized Customer Relationship Management (CRM) software to track customer interactions and manage sensitive personal and health information (PHI) in adherence to privacy standards
- Trained and mentored new customer service representatives on best practices and company policies.
- Utilized empathy and active listening skills to build rapport and understand customer perspectives.
Warehouse Executive/Associate (intern)
WWUGL
11.2024 - 05.2025
- Managed end-to-end inventory and order fulfillment for high-compliance sectors including Rail, Construction, Aviation, and Banking.
- Leveraged a wholly-owned global supply chain to oversee the seamless delivery of products ranging from bespoke branded uniforms to specialized PPE.
- Ensured 100% order accuracy and tracking for diverse clients in the Retail, Utilities, and Waste management industries, maintaining brand integrity across all product lines.
Teammate| Health, Safety & Legal Advisor (blended)
TaskUs
09.2021 - 10.2024
- Cross-Functional Inquiry Management (Catering to All Users)
- Managed a high-volume queue of complex inquiries (averaging 70-90 interactions daily) across Customer, Merchant, and Dasher segments, maintaining a 95% resolution rate on first contact.
- Specialized in resolving escalated disputes related to refunds, order modification/cancellation, and payment discrepancies.
- Utilized CRM (Salesforce) to accurately categorize, track, and document compliance-related incidents (e.g., food safety concerns, rider conduct violations).
- Collaborated directly with Legal and Compliance teams to properly document and triage sensitive cases involving alleged harassment, injury, or severe food safety breaches.
- Merchant & Dasher Support & Compliance Documentation
- Investigated and documented non-compliance issues (e.g., Merchant failing to maintain food temperature, Dasher aggressive behavior), providing clear evidence for disciplinary action as dictated by the Legal teams.
- Developed and updated internal Knowledge Base articles (KBAs) for the Support team on complex topics like Sexual Harrsment, theft and Physical/Verbal abuse.
- Quality Assurance & Training Contribution
- Identified recurring safety/legal pain points based on ticket volume and category (e.g., poor packaging leads to spills) and provided actionable feedback to Product and Operations teams, leading to process changes.
- Assisted in the quality assurance (QA) process by reviewing peer interactions and offering coaching on compliant and empathetic communication for sensitive topics (e.g., dealing with injured customers or legal threats).
- CRM Expertise: Omni channel & Salesforce
- Conflict Resolution: De-escalation Techniques, Written & Verbal Communication, Complaint Handling
- Technical Compliance Focus: Basic understanding of Food Safety (HACCP), Terms of Service enforcement, Data Privacy (PII Handling)
Customer Service Associate| Flipkart
Teleperformance
06.2020 - 09.2021
- Click 2 Chat (Non -Voice)
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Monitored customer feedback and identified trends to inform product development and service delivery.
- Established and maintained strong relationships with key customers, fostering loyalty and repeat business.
- Conducted customer satisfaction surveys and analyzed feedback to drive continuous improvement in service delivery.
- Participated in regular team meetings to share best practices, discuss challenges, and develop innovative solutions.
- Managed higher volume call center operations, ensuring timely and efficient response to customer inquiries.
- Trained and mentored new customer service representatives to foster a culture of excellence.
- Resolved an average of 50 customer inquiries daily through various communication channels, including phone, email, and live chat.
Education
XII - CBSE
D.A.V Model School
Chandigarh05-2012
X - ICSE
St. Thresa's High School
Lucknow05-2010
M.Sc. - Fashion & Lifestyle
Panjab University
Chandigarh05-2019
B.Sc. - Fashion & Lifestyle
Panjab University
Chandigarh07-2017
Skills
- Active Listening
- Attention to Detail
- Communication Skills
- Critical Thinking
Omnichannel Support (Multichannel Support- Chats, tickets, emails & calling)
- Customer Relationship Management (CRM)
- Empathy
- Issue Escalation
- Software Proficiency
- Time Management
Certification
UGC NET (Home Science)
Interests
Awards
Customer Service Excellence Award for consistently exceeding customer satisfaction targets., Received the Empathy Champion award for demonstrating exceptional empathy and understanding in customer interactions., Recognized for consistently providing highquality service, even during peak call volumes and challenging situations., Recognized for outstanding performance in customer service surveys, consistently receiving high customer satisfaction ratings.
Timeline
Customer Advocate
TTEC
07.2025 - 12.2025
Warehouse Executive/Associate (intern)
WWUGL
11.2024 - 05.2025
Teammate| Health, Safety & Legal Advisor (blended)
TaskUs
09.2021 - 10.2024
Customer Service Associate| Flipkart
Teleperformance
06.2020 - 09.2021
UGC NET (Home Science)
12-2019
UGC NET (Home Science)
06-2018
M.Sc. - Fashion & Lifestyle
Panjab University
B.Sc. - Fashion & Lifestyle
Panjab University
XII - CBSE
D.A.V Model School
X - ICSE
St. Thresa's High School