SANDEEP SINGH
Customer Support Specialist
Kharar
Summary
Results-driven Customer Support Professional with over 7 years in B2B and B2C environments. Specializes in managing customer interactions, resolving issues, and enhancing satisfaction through effective communication and support. Demonstrates strengths in customer relationship management, escalation handling, and process improvement.
Overview
3
3
Languages
11
11
years of professional experience
Work History
Customer Support Representative (CSR)
TTEC
Mohali
10.2025 - 03.2026
- Managed inbound and outbound customer interactions to enhance internal support operations.
- Consistently achieved KPI targets including UES and NPS scores above 90%.
- Delivered prompt issue resolution and maintained service quality standards.
- Delivered prompt issue resolution while upholding service quality standards.
- Collaborated with internal teams to streamline customer support processes.
Customer Care Executive (CCE)
Teleperformance
Mohali
02.2024 - 08.2024
- Managed high-volume inbound and outbound customer calls to ensure timely resolution and customer satisfaction.
- Addressed and resolved customer concerns while adhering to service quality standards to enhance overall customer experience.
- Achieved performance metrics including:
- NPS above 90%
- Hold Time below 1 minute
- AHT below 6 minutes
- Delivered floor support and guidance to team members, fostering a collaborative environment and improving team performance.
- Demonstrated excellent punctuality, productivity, and customer engagement.
Senior Analyst
eClerx Services Limited
Chandigarh
02.2019 - 08.2023
- Delivered technical support via voice, chat, and email to resolve customer inquiries efficiently.
- Facilitated floor operations and collaborated with supervisors to optimize daily workflows.
- Consistently achieved KPIs including NPS above 95%, AHT below 6 minutes, and high customer satisfaction ratings.
- Coordinated with client management teams to share process updates and operational insights for informed decision-making.
- Delivered over 60+ customer emails daily while maintaining quality standards.
- Provided technical support through voice, chat, and email channels.
- Assisted in team management during critical operational scenarios.
Market Analyst
Scintillation Research and Analytics Services Pvt Ltd
Kharar
06.2015 - 01.2016
- Conducted market and product research to align offerings with client needs.
- Managed project documentation and coordination to support timely reporting.
- Communicated directly with clients to gather feedback and improve service delivery.
- Conducted thorough research on patents and industry innovations to support product development.
- Developed comprehensive reports synthesizing data insights and recommendations.
- Analyzed market trends to inform strategic decision-making for clients.
Education
Bachelor of Commerce - B. Com
08.2014
Diploma - Sikh Studies (Granthi)
01-2021
Skills
Customer Service Excellence
Inbound & Outbound Calling
Email & Chat Support
Complaint Resolution
Escalation Management
Customer Retention
KPI & SLA Management
CRM management
Quality Assurance
Process Improvement
Problem Solving
Multitasking
Microsoft Office
Team Leadership
Active Listening
Client assistance
Timeline
Customer Support Representative (CSR) - TTEC
10.2025 - 03.2026
Customer Care Executive (CCE) - Teleperformance
02.2024 - 08.2024
Senior Analyst - eClerx Services Limited
02.2019 - 08.2023
Market Analyst - Scintillation Research and Analytics Services Pvt Ltd
06.2015 - 01.2016
Post Graduate Government College - Bachelor of Commerce, B. Com
Punjabi University - Diploma, Sikh Studies (Granthi)