Apurva Singh
Senior Support Specliest
Noida
Summary
Senior Support Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Motivating leader effectively manages teams using proactive communication and resourceful approach to problem-solving. 3-year track record of collaborating with senior management to implement company-wide policies.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Support Specialist
Lumen Technology Pvt Ltd India
Noida
10.2022 - Current
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Managed customer contact center with 13 support representatives.
- Increased customer satisfaction ratings 85%.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Generated reports to track performance and analyze trends.
Service Support Specialist
British Telecom
Gurgaon
10.2021 - 10.2022
- Maintained high customer satisfaction standards to meet or exceed targets.
- Documented problems and corrective actions to maintain records.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Developed process improvements to enhance overall delivery of service.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Customer Support Executive
Amazon Development Centre India pvt Ltd
Noida
10.2020 - 08.2021
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Listened to customers' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Kept high average of performance evaluations.
HR Recruiter Coordinator
Blockchain Botique
Noida
07.2018 - 08.2020
- Reached out to qualified referral candidates to obtain applications.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Operated and maintained applicant tracking and candidate management systems.
- Coordinated incoming job requisitions and applications.
- Scheduled and conducted interviews each week.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Coordinated technical training and personal development classes for staff members.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
- Reduced process gaps while supervising employees to achieve optimal productivity.
Customer Support Associate
Cogent E Service Pvt Ltd
Noida
12.2017 - 07.2018
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided primary customer support to internal and external customers.
- Assisted sellers with platform requirements for renewals and upgrades.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Arts - Arts And Entertainment Management
Prithviraj Degree Collage
Baghpat 07.2014 - 10.2017
Associate of Science - Software Testing, MS Office
National Institute of Information And Technology
New Delhi 03.2016 - 04.2017
Skills
Customer de-escalation
undefinedAccomplishments
- Achieved Best performer by completing customer Satisfaction with accuracy and efficiency.
- Supervised team of 13 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Excellence Award through effectively helping with Achieving the Sales Target.
- Achieved Stack Rank No -1 by completing all Matrix with accuracy and efficiency.
Timeline
Senior Support Specialist
Lumen Technology Pvt Ltd India
10.2022 - Current
Service Support Specialist
British Telecom
10.2021 - 10.2022
Customer Support Executive
Amazon Development Centre India pvt Ltd
10.2020 - 08.2021
HR Recruiter Coordinator
Blockchain Botique
07.2018 - 08.2020
Customer Support Associate
Cogent E Service Pvt Ltd
12.2017 - 07.2018
Associate of Science - Software Testing, MS Office
National Institute of Information And Technology
03.2016 - 04.2017
Bachelor of Arts - Arts And Entertainment Management
Prithviraj Degree Collage
07.2014 - 10.2017
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