Jagpreet Singh Saigal
Summary
Dynamic customer support professional with a proven track record at 247.ai, excelling in technical troubleshooting and ticket management. Achieved high First Call Resolution rates while maintaining exceptional customer satisfaction. Skilled in data interpretation and effective communication, consistently delivering solutions that enhance client relationships and drive operational success.
Overview
5
5
years of professional experience
6057
6057
years of post-secondary education
1
1
Certification
Work History
Advisor - Primary Support
247.ai
Bengaluru
10.2025 - Current
- Provided comprehensive customer support for Best Buy retail customers via voice, effectively resolving issues related to orders, deliveries, returns, refunds, and technical troubleshooting.
- Achieved high First Call Resolution (FCR) by efficiently diagnosing customer issues and providing accurate solutions during initial interactions, enhancing customer satisfaction.
- Managed 50+ daily customer interactions, consistently meeting average handle time, quality assurance, and customer satisfaction targets, contributing to operational goals.
- Followed SOPs, data privacy guidelines, and compliance standards while handling sensitive customer information.
- Cultivated skills in data interpretation, attention to detail, and stakeholder communication, enhancing customer experience through effective engagement.
- Client: Best Buy Retail
System's Engineer - ROW L1 Support
Cognizant Technology Solutions
Bengaluru
10.2021 - 03.2023
- Delivered first-level technical support to global clients and internal teams, resolving hardware, software, and network connectivity issues to enhance user experience.
- Delivered remote assistance for software installation, configuration, and troubleshooting, enhancing user access across multiple platforms.
- Provided voice and chat support for global clients, facilitating timely issue resolution and enhancing client satisfaction.
- Maintained high service standards through effective communication, ticket management, and documentation, ensuring adherence to SLAs in a 24x7 support environment.
- Maintained a customer satisfaction score (CSAT) of 85%+ consistently.
- Streamlined ticket processing using ServiceNow platform, improving response times and efficiency in support operations.
- Developed skills in effective communication and problem-solving
Education
B.Tech - Mechanical Engineering
Kalinga Institute of Industrial Technology
Bhubaneswar12th - Higher Secondary
Kendriya Vidyalaya No. 1
Raipur10th - Secondary
Kendriya Vidyalaya No. 1
RaipurSkills
- Customer support
- Issue resolution
- Ticket management
- Remote assistance
- Technical troubleshooting
- Customer relationship management
- Data interpretation
- Data Analysis
- Python
- SQL
- Power BI
Languages
- English, Full Proficiency
- Hindi, Full Proficiency
Certification
- Executive Post Graduate Certification in Data Analytics, 2024 - 2025, IHUB Divya Sampark, IIT Roorkee & Intellipaat
- MS SQL Server Management Studio Developer
- Python for Data Analysis
- Power BI
Timeline
Advisor - Primary Support
247.ai
10.2025 - Current
System's Engineer - ROW L1 Support
Cognizant Technology Solutions
10.2021 - 03.2023
B.Tech - Mechanical Engineering
Kalinga Institute of Industrial Technology
12th - Higher Secondary
Kendriya Vidyalaya No. 1
10th - Secondary
Kendriya Vidyalaya No. 1