ARJUN SINGH
New Delhi
Summary
Customer service professional recognized for outstanding customer satisfaction ratings and rapid issue resolution. Proven ability to engage effectively in customer-facing roles, utilizing strategic communication and active listening skills. Experienced in delivering creative solutions that drive positive outcomes and enhance customer experiences.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
JustCall - (Saas Labs)
Noida
03.2024 - 09.2024
- Delivered world-class customer support through global call and chat channels.
- Achieved customer satisfaction score above 90% and maintained NPS score of 9/10.
- Conducted cross-functional training for team members across all verticals.
- Provided technical support for various CRM tools to enhance operational efficiency.
- Enhanced agent productivity by analyzing and improving the customer life cycle journey.
- Assisted customer support teams with API integrations with software such as Salesforce and Zendesk.
Assistant Manager - Customer Success and Retention
Thinkster Math
08.2023 - 02.2024
- Managed student and parent queries through Zendesk, utilizing email and calls.
- Achieved consistent 95% customer satisfaction ratings across all interactions.
- Developed retention strategies by collaborating with marketing and development teams.
- Integrated Zendesk to enhance operational efficiency in handling inquiries.
- Upsold various plans while maintaining strong client relationships to boost retention.
- Utilized Chargebee for effective billing management and customer support.
- Fostered positive relationships with parents through exceptional customer experience calls, achieving NPS ratings above 8.
Senior Student Support Specialist
Udacity
Noida
08.2020 - 04.2023
- Managed student inquiries for Udacity Nano degree programs globally through Chat, Email, and Social Support.
- Actively addressed customer requests by employing effective listening techniques.
- Collaborated across Consumer, Scholarship, Enterprise, and Middle-East government sectors to support clients including Bertelsmann, Shell, AWS, and Microsoft.
- Conducted bi-weekly and monthly CX workshops to enhance business processes and boost agent productivity.
- Designed chat quality rubrics and performed regular audits to ensure service excellence.
- Developed quarterly reports to evaluate performance against business objectives.
- Trained and mentored team members to elevate overall team effectiveness.
- Configured Chat Automation and Zendesk agent workspace for improved operational efficiency.
Associate
Zomato India Private Limited
Gurugram
11.2017 - 05.2020
- Joined the Customer Delight team to enhance Zomato Gold offerings.
- Led the Social Media team for Zomato Gold on Twitter and Facebook platforms.
- Executed inside sales strategies for restaurant acquisition in Zomato online ordering.
- Provided blended customer and merchant support via email, chat, and calls.
- Supported inside sales efforts to onboard partner restaurants under Zomato Gold PAN India.
- Upsold products to retain customers through proactive calls and chat engagement.
- Resolved customer and merchant issues on Zomato's restaurant review page forum.
Education
Bachelor of Arts - Communication
Gambheshwar University
Delhi05-2015
12th - Arts
National Institute For Open Schooling
Noida01.2011
10th -
Tagore International School
Gurugram01.2008
Skills
- Customer Support
- ZenDesk
- Jira
- Chat Automation
- Cross-functional training
- Customer retention
- Effective communication
Languages
1,A1,1,A1,English, Proficient
Timeline
Technical Support Engineer
JustCall - (Saas Labs)
03.2024 - 09.2024
Assistant Manager - Customer Success and Retention
Thinkster Math
08.2023 - 02.2024
Senior Student Support Specialist
Udacity
08.2020 - 04.2023
Associate
Zomato India Private Limited
11.2017 - 05.2020
Bachelor of Arts - Communication
Gambheshwar University
12th - Arts
National Institute For Open Schooling
10th -
Tagore International School
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