Rohit Singh
Summary
Focused senior process associate offering several years of experience assisting with day to day business process . Successful advisor adept in enhancing productivity by streamlining procedures and motivating employees to greatness.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Process Associate
iEnergizer - Business Process Excellence
Noida
12.2022 - Current
- Implemented quality assurance measures to ensure accuracy of information during intake.
- Maintained positive working relationship with fellow staff and management.
- Identified ways to minimize errors and improve efficiency.
- Analyzed QA's feedback sessions/emails to identify areas for improvement.
- Collaborated with team members on process related optimization initiatives.
- Help new employees by providing shadowing sessions and guidance.
- Performed root cause analysis on identified issues impacting client experience or process performance.
- Displayed strong email etiquette, effectively handling difficult scenarios.
- Identified areas for improvement, narrowing focus for supervisor in making necessary operations changes.
- Oversaw quality measures to identify common errors and escalations.
Technical Support Representative
Teleperformance - Each Interaction Matters
Gurugram
02.2019 - 04.2020
- Assisted customers with installation of new hardware and software applications.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Handled queries related to technical support including subscription, updates, changes made.
- Provided technical assistance to customers through phone, email and chat support.
- Collaborated with other departments such as design and engineering as required.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Diagnosed system errors and implemented solutions to resolve them.
- Resolved escalated customer service issues in a timely manner.
- Monitored customer feedback to ensure high levels of satisfaction.
- Troubleshoot customer inquiries related to software and hardware issues.
Representative
Concentrix - Visibility Velocity Value
Noida
09.2016 - 02.2019
- Provided customer service by answering product and service related questions.
- Established positive relationships with customers through effective communication techniques.
- Collaborated with team members to identify areas of improvement in customer service processes.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Consistently met daily performance goals set by management team members.
- Answered phone calls and directed them to appropriate personnel.
- Participated in training sessions designed to improve overall job performance.
- Educated customers on product features and benefits to ensure they had an excellent shopping experience.
- Identified opportunities for cross-selling additional products or services.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
Education
Bachelor of Computer Applications - OOP, Networking, SAD, Programming Languages
Indira Gandhi International Open University
12-2020
Associate of Science - Physic ,Chemistry, Math', C. S. , English
Kendriya Vidyalaya
Sirsa - Haryana03-2012
High School Diploma -
Kendriya VidyalayaS
Sirsa - Haryana03-2010
Skills
- Data Entry
- Verbal and written communication
- Client Confidentiality
- Experienced with Windows & Mac OS, MS office, Adobe Acrobat
- Staff mentoring and coaching
- Report Analysis
- Process Analysis
- Call Management
- Dispute Resolution
- Order Preparation
- Process Improvement
Certification
- Customer Service Excellence - iEnergizer
- Rapport Building in Customer Service - Concentrix
- Excel Basics and Advance - Upgrad
- Workplace Emotional Intelligence - Upgrad
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Timeline
Senior Process Associate
iEnergizer - Business Process Excellence
12.2022 - Current
Technical Support Representative
Teleperformance - Each Interaction Matters
02.2019 - 04.2020
Representative
Concentrix - Visibility Velocity Value
09.2016 - 02.2019
Bachelor of Computer Applications - OOP, Networking, SAD, Programming Languages
Indira Gandhi International Open University
Associate of Science - Physic ,Chemistry, Math', C. S. , English
Kendriya Vidyalaya
High School Diploma -
Kendriya VidyalayaS
- Customer Service Excellence - iEnergizer
- Rapport Building in Customer Service - Concentrix
- Excel Basics and Advance - Upgrad
- Workplace Emotional Intelligence - Upgrad
Similar Profiles
Pranabesh SikdarPranabesh Sikdar
Assistant Manager - Operations at IENERGIZER Business process ExcellenceAssistant Manager - Operations at IENERGIZER Business process Excellence
Karan MundraKaran Mundra
Operations Team Leader/Product Support Specialist at Ienergizer Business Process OutsourcingOperations Team Leader/Product Support Specialist at Ienergizer Business Process Outsourcing
Jyothi UdayarJyothi Udayar
Senior Associate at Ienergizer (Process: Ola)Senior Associate at Ienergizer (Process: Ola)