Navneet Singh
Project Team Lead
Gurgaon
Summary
Results-driven Customer Service Lead with extensive experience in technical support, customer service, and team management. Proven ability to mentor, lead, and enhance team performance while ensuring high customer satisfaction. Adept at handling escalations, optimizing processes, and implementing training programs to improve efficiency and service quality.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Project Lead
Lightricks
Gurugram
03.2023 - Current
- Led a team of customer support representatives, ensuring high-quality service delivery
- Managed escalations, resolving technical issues through effective troubleshooting
- Assisted in the development and implementation of new support processes and systems.
- Partnered with project team members to identify and quickly address problems.
- Mentored junior team members, fostering professional growth and increasing overall team efficiency.
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
- Collaborated with cross-functional teams to ensure seamless integration of various project components.
- Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
- Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
Senior Technical Support Consultant
Adobe
Noida
04.2022 - 02.2023
- Supervised a team of technical support consultants, ensuring adherence to SLAs and performance goals
- Acted as the primary escalation point for complex technical issues managed 20 incoming calls and emails per day.
- Conducted regular training sessions to enhance team proficiency in troubleshooting and customer handling
Senior Technical Support Consultant
Concentrix
09.2019 - 04.2022
- Provided advanced troubleshooting for technical issues, ensuring prompt resolution
- Assisted in the training and development of new team members
- Managed customer inquiries through phone, email, and live chat, ensuring top-notch support
- Boosted client retention rates through exceptional service delivery and consistent follow-ups on unresolved issues.
Customer Support Executive
Teleperformance
06.2018 - 09.2019
- Delivered exceptional customer service across multiple channels
- Assisted in customer onboarding and provided guidance on product usage
- Maintained detailed reports on customer support ticket successes and failures
Education
Bachelor of Arts -
Pandit Deendayal Upadhyaya Shekhawati University
Bikaner, Rajasthan 06.2015 - 01.2018
Skills
- Service Team Development
- Data-Driven Performance Insights
- Team Skill Enhancement
- Troubleshooting Technical Problems
- User Satisfaction Optimization
- Experienced in Managing Chargebacks and Customer Reviews
- Proficient in Zendesk, Jira, and experience with Salesforce integration
- Project planning
- Root-cause analysis
- Quality control
- Multi-tasking skills
- Cost management
- Good analytical and logical thinking
- Time management
Accomplishments
- Successfully set up a new process in India, developing API integration and automation.
- Implemented training and quality evaluation systems to improve ticket resolution efficiency.
- Recognized for exceptional leadership and process optimization in multiple roles.
- Promoted to Product Team Lead due to strong leadership and technical expertise.
Timeline
Project Lead
Lightricks
03.2023 - Current
Senior Technical Support Consultant
Adobe
04.2022 - 02.2023
Senior Technical Support Consultant
Concentrix
09.2019 - 04.2022
Customer Support Executive
Teleperformance
06.2018 - 09.2019
Bachelor of Arts -
Pandit Deendayal Upadhyaya Shekhawati University
06.2015 - 01.2018
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