Rohit Kumar Singh
Kolkata
Summary
Dynamic support specialist with a proven track record at Revolut Technologies, adept at enhancing customer satisfaction through effective issue resolution and process improvement. Skilled in CRM tools and performance analysis, I drive operational excellence and mentor teams to achieve service level agreements, ensuring fair outcomes and streamlined workflows.
Overview
1
1
Certification
6
6
years of professional experience
Work History
MID 2 Support Specialist
Revolut Technologies India Pvt Ltd
Kolkata
12.2023 - Current
- Improved team satisfaction by delivering high-quality customer support and managing complex complaints with a focus on fair, transparent resolutions.
- Served as primary contact for complex inquiries, coordinating investigations and ensuring timely resolutions in line with SLA productivity and quality expectations.
- Resolved escalated cases by partnering with product, operations, and external stakeholders to deliver fair outcomes and reduce repeat escalations.
- Reviewed customer feedback and operational trends with cross-functional teams, driving continuous improvements in user experience and service delivery.
- Communicated customer insights to stakeholders, enhancing service quality ratings and addressing performance anomalies.
- Examined processes to identify efficiency opportunities and challenged procedures in pursuit of operational excellence.
- Guided new hires on support protocols and mentored junior team members to ensure the team worked effectively together.
- Monitored SLA adherence and daily performance metrics, identifying trends that informed process improvements.
- Facilitated cross-department communication to resolve complex issues and claims promptly.
- Collaborated with teams to streamline workflows and improve workplace productivity through targeted process changes.
Support and Complaints Department
Teleperformance India Pvt Ltd
Kolkata
12.2022 - 12.2023
- Managed high-volume customer complaints to deliver fair and transparent resolutions in fast-paced environment.
- Collaborated with internal teams to resolve escalated issues, enhancing customer experience.
- Maintained quality and productivity standards to meet departmental SLA expectations.
- Utilized CRM tools to document and track complaint resolutions for performance analysis and reporting.
Customer Service Representative
Concentrix Daksh Services Pvt Ltd
Kolkata
04.2022 - 12.2022
- Met performance targets for response time and customer satisfaction, contributing to overall service quality.
- Resolved inquiries and provided product information, enhancing customer experience for a diverse user base.
- Reported recurring customer issues to inform service improvements and enhance customer satisfaction.
Supply Specialist
Devine Medical Inc.
Patna
12.2020 - 03.2022
- Streamlined logistics processes for on-time product delivery to healthcare facilities.
- Resolved supply-related issues with vendors to enhance supply chain effectiveness.
- Led supply operations team of 5-7 members and trained new staff to improve inventory management and numeracy practices.
- Managed client accounts, ensuring precise application processing and timely updates to support client needs.
- Created and processed documents including applications, endorsements, renewals, and cancellations to maintain accurate client records.
- Educated clients on coverage options and benefits of various insurance products to facilitate informed decision-making.
Education
Bachelor of Commerce (B.Com) - Financial Accounting
University of Calcutta
Kolkata01-2019
Skills
- Customer relationship management
- Data optimization
- Performance analysis
- Process improvement
- Issue resolution
- Escalation management
- Financial numeracy
- Service level agreement management
- Customer support
- CRM tools
- Complaint resolution
- Conflict resolution
Certification
Certified Digital Marketing Master Course, Digital Vidya Institute, 2020
Languages
English (Advanced, C1), Hindi (Native)
Awards
Elite Performer Award, Q2 2025, 2025, Revolut, Recognized as one of the Top 5 performers at Revolut for the quarter.
Timeline
MID 2 Support Specialist
Revolut Technologies India Pvt Ltd
12.2023 - Current
Support and Complaints Department
Teleperformance India Pvt Ltd
12.2022 - 12.2023
Customer Service Representative
Concentrix Daksh Services Pvt Ltd
04.2022 - 12.2022
Supply Specialist
Devine Medical Inc.
12.2020 - 03.2022
Bachelor of Commerce (B.Com) - Financial Accounting
University of Calcutta