KAMAL KISHOR SINGH

Managed end-to-end customer interactions via chat, email, and social media platforms.
Resolved customer queries and escalations, converting negative feedback into positive experiences.

• Supporting marshal teams and customers in the travel and intercity transportation domain.
• Monitoring customer complaints via chat, email, and social platforms, especially around delays, refunds, bookings, and journey issues.
• Actively coordinating with on-ground marshal staff, resolving boarding or trip issues in real-time.
• Raising escalations to operations when required and ensuring proper communication with customers via their preferred channels.
• Documenting every case and issue for RCA and reporting trends to improve ride experience and service compliance.

• Handled customer queries and escalations across email, chat, and social media, ensuring timely and effective resolution as per SLAs.
• Conducted Root Cause Analysis (RCA) for recurring service issues, coordinated with internal teams, and implemented process improvements.
• Managed daily coordination with corporate clients such as TCS, Air India, Tata Digital, and Tata International, ensuring smooth service delivery of medicines, diagnostics, and radiology visits.
• Acted as the primary liaison between hospitals, diagnostic centers, and clients to schedule and monitor radiology appointments and sample collections.
• Maintained strong communication with corporate HR teams, providing support on employee health services, invoicing, and service feedback.
• Ensured compliance with internal SOPs and maintained accurate documentation for all client interactions and service records.
• Collaborated with the customer experience team to improve overall satisfaction, reduce complaints, and enhance workflow efficiency.
• Prepared detailed monthly reports highlighting client satisfaction, issue trends, and escalations for senior management.

• Handled end-to-end customer support via email and chat, ensuring timely and accurate responses to service-related queries.
• Managed the Escalation Desk, resolving high-priority customer issues in coordination with internal teams and ensuring proper closure within TAT.
• Monitored and responded to complaints across social media platforms while maintaining brand tone and service standards.
• Ensured compliance with internal SOPs, data privacy norms, and customer communication guidelines.
• Worked closely with the Customer Experience Team to track and improve satisfaction scores, reduce repeat complaints, and streamline resolution processes.
• Conducted RCA (Root Cause Analysis) on recurring issues and shared feedback with relevant teams for service improvement.
• Maintained detailed logs and documentation for each interaction to support audits and internal quality checks.

• Managed 150+ inbound/outbound calls daily to support customers, merchants, and field executives.
• Handled 50–75 chats and emails per day, ensuring First Response Time (FRT) and Resolution Time (RT) targets were consistently met.
• Worked in a blended process environment (voice, chat, and email support).
• Resolved customer complaints and feedback in real-time with a focus on quick turnaround (TAT).
• Coordinated with delivery executives (FE) to guide them through app/device issues, delayed orders, and live route updates.
• Communicated with merchants in cases where orders were not accepted, delayed, or restaurant/store was inactive on the app.
• Reported inactive merchant issues to the concerned internal teams and followed up until resolved.
• Ensured smooth order flow by resolving real-time issues between customers, merchants, and field staff.
• Prioritized and updated customers proactively if any delay was expected in order acceptance or delivery.
• Raised necessary escalations and conducted RCA (Root Cause Analysis) for unresolved or repeated issues.
• Worked closely with the compliance and operations team to monitor escalations and implement preventive actions.
• Maintained strong documentation and ticketing for all escalated or unresolved issues for process improvement.