NAVNEET SINGH
Gurgaon
Summary
Dynamic Customer Service Leader with over 8 years of experience, including more than 2.5 years in a Team Leader role, adept at driving operational excellence, and ensuring regulatory compliance in fast-paced, target-driven environments.
Overview
8
8
years of professional experience
Work History
Team Lead
Intelligent Radiology Solutions Private Limited
Noida
06.2025 - Current
- Led and mentored a team of 10+ AR analysts, improving overall team productivity by 25% through targeted coaching and daily huddles.
- Monitored call quality and ensured 100% compliance with HIPAA, insurance regulations, and company policies.
- Resolved escalated patient, provider, or billing issues, maintaining a first-call resolution (FCR) rate.
- Developed call scripts and guidelines for sensitive patient conversations regarding insurance, billing, and care coordination.
- Generated daily, weekly, and quarterly performance reports to identify trends, training gaps, and process improvements.
Team Lead - Lightricks
SATC Marketing Pvt.Ltd
Gurugram
03.2023 - 04.2025
- Led a team of 10+ associates, ensuring timely resolution of service requests and compliance with SLAs.
- Implemented staffing and work allocation strategies to meet assignment deadlines effectively.
- Collaborated with Home Office counterparts and various teams to resolve escalations and optimize processes.
- Conducted knowledge-sharing sessions to enhance updates dissemination and reinforce process adherence.
- Partnered with Risk & Compliance teams for audits, ensuring strict regulatory guideline adherence.
- Tracked team performance and provided actionable insights, resulting in improved customer satisfaction scores.
- Designed coaching and mentoring plans, reducing attrition and enhancing employee engagement.
- Coordinated with leadership to deliver skill development programs and operational training.
Senior Technical Support Consultant - Adobe
DIN Engineering Services
Noida
04.2022 - 02.2023
- Facilitated customer interactions through chat, calls, emails, and Zoom meetings, demonstrating product features and resolving technical issues.
- Acted as the direct point of contact for any escalations from first-line engineers.
- Addressed and resolved SLA issues promptly using an OTRs system.
- Conducted training sessions with customers to demonstrate software updates, new systems, and hardware.
- Tracked progress of open cases using ticketing systems such as ServiceNow or JIRA.
Senior Support Consultant - Sprint(Retail Telecom)
Concentrix
Gurugram
09.2019 - 04.2022
- Diagnosed technical problems and offered effective solutions promptly.
- Collaborated with cross-functional teams to resolve complex customer inquiries.
- Documented troubleshooting steps and solutions in knowledge management systems.
- Trained new team members on support procedures and best practices.
- Managed upsell/cross-sell opportunities during the sessions, maintaining service quality.
Customer support Executive - Amazon
Teleperformance
Jaipur
06.2018 - 09.2019
- Assisted customers with inquiries regarding products and services.
- Resolved customer issues through effective communication and problem-solving skills.
- Collaborated with team members to improve customer service processes.
- Handled escalated complaints with empathy and professionalism.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Bachelor of Arts -
Pandit Deendayal Upadhyaya Shekhawati University
Sikar, Rajasthan05-2018
Skills
- Team leadership
- Regulatory compliance
- Call monitoring
- Service Delivery & Performance Management
- Process improvement
- Customer relationship management
- Experience with Zendesk and Jira tools
Adobe Sign knowledge
Wave platform capabilities
- Chargeback and dispute resolution
- Technical troubleshooting
- Product management
- Escalation handling
- SLA/KPI Governance
- Risk & Compliance Adherence
Timeline
Team Lead
Intelligent Radiology Solutions Private Limited
06.2025 - Current
Team Lead - Lightricks
SATC Marketing Pvt.Ltd
03.2023 - 04.2025
Senior Technical Support Consultant - Adobe
DIN Engineering Services
04.2022 - 02.2023
Senior Support Consultant - Sprint(Retail Telecom)
Concentrix
09.2019 - 04.2022
Customer support Executive - Amazon
Teleperformance
06.2018 - 09.2019
Bachelor of Arts -
Pandit Deendayal Upadhyaya Shekhawati University