Jeevan Singh
New Delhi,DL
Summary
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Customer Service. Motivated to learn, grow and excel in an organization where my talent and skills are best utilized.
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow, and production by uncovering trends affecting business success.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Comms Analyst (Email)
Accenture
08.2022 - Current
- Described and explained details through Email about Verizon phone plans to inform customers and guide their purchasing decisions.
- Effectively share detailed information on account changes, new products or services and potential device upgrades
- Quickly and accurately answered customer Query, suggested effective solutions.
- Trained and mentored junior associates, fostering a culture of continuous improvement and elevating team performance metrics.
- Engaged in regular training sessions to refine communication skills and product knowledge, contributing to overall team efficacy.
- Coordinated with Various clients like Apple/Tesla/Starbucks/Oracle to resolve the daily tickets.
- 08/2022 – till now (Email Backend)
- Achievements/Tasks
Senior Coordinator (Chat)
Accenture
04.2020 - 07.2022
- Developed and implemented customer support strategies, resulting in improved client satisfaction and streamlined service delivery.
- Managed complex client accounts by resolving escalated issues, ensuring timely follow-up, and maintaining high service standards.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Analysed customer feedback data to identify trends, enabling proactive adjustments to service offerings and increasing customer retention rates.
- Implemented process improvements that reduced project delivery times, thereby increasing overall client satisfaction.
- Constantly focus on Overall Satisfaction (OSAT)
- 04/2020 – 07/2022 (Chat)
- Achievements/Tasks
Analyst (Chat)
FIS Global Services Pvt. Ltd.
06.2016 - 03.2020
- Reporting on process performance against established KPI's for Tesco UK chat
- Resolved customer complaints and arrange compensations when required
- Cultivated relationships with new customers and maintained good partnerships with existing clients
- Ensured quality and operating standards are met based on service objectives.
- 06/2016 - 03/2020 (Chat)
- Achievements/Tasks
Process Associate (Voice & Chat)
InterGlobe Technologies Pvt. Ltd.
07.2014 - 08.2015
- Handled inbound customer chat conversations for Indigo Airlines
- Worked closely with each customer to carefully resolve issues within timely fashion
- Booked flights for customers travelling interstate and internationally
- Communicated benefits and information regarding travel insurance with clients and obtained best rates.
- 07/2014 - 08/2015 (Voice and Chat)
- Achievements/Tasks
Education
Bachelor of Arts -
Delhi University
05.2015
Skills
Time management
Timeline
Comms Analyst (Email)
Accenture
08.2022 - Current
Senior Coordinator (Chat)
Accenture
04.2020 - 07.2022
Analyst (Chat)
FIS Global Services Pvt. Ltd.
06.2016 - 03.2020
Process Associate (Voice & Chat)
InterGlobe Technologies Pvt. Ltd.
07.2014 - 08.2015
Bachelor of Arts -
Delhi University