Sanjay Singh
Gurgaon
Summary
Customer Service Executive with 4.4 years of experience in voice, chat, and email support across industries including automotive, e-commerce, and telecom. Proficient in tools like Zendesk, Salesforce, OFBiz, Avaya, and Shopify, with a strong track record of meeting CSAT and AHT targets. Most recently handled international chat and email support, and now seeking opportunities in the same domain to continue delivering high-quality customer experiences.
Previously worked on a contractual basis at Concentrix for 5 months, and had a 6-month tenure at Go Mechanic due to the company’s financial challenges.
Overview
3
3
years of post-secondary education
4
4
years of professional experience
Work History
Customer Service Associate
P.S. Intelegencia Analytics Pvt Ltd
Noida
02.2023 - 03.2025
- Zendesk Ticket Resolution: Resolved e-commerce queries swiftly, ensuring prompt issue resolution for orders, refunds, and defective items.
- Claims Processing: Managed e-commerce claims, increasing customer satisfaction and trust.
- Timely Follow-ups: Handled time-sensitive issues through proactive follow-ups, demonstrating multitasking and problem-solving skills.
- Escalation Handling: Resolved complex escalations while ensuring consistent service quality.
- KPI & SLA Management: Consistently exceeded KPIs and adhered to SLAs, ensuring high customer retention.
Customer Care Executive
Go Mechanic
Gurgaon
08.2022 - 02.2023
- Addressed customer inquiries regarding products and services, achieving high satisfaction rates.
- Resolved escalated post-sales issues, improving overall customer experience.
- Scheduled and managed appointments for car services and mechanical repairs, enhancing customer access to services.
Senior Customer Care Executive
Startek Pvt Ltd
Gurgaon
04.2021 - 08.2022
- Achieved high Net Promoter Score (NPS) while consistently meeting quality assurance benchmarks to support customer loyalty.
- Awarded 'Best Regular Advisor' for outstanding performance and commitment to delivering exceptional customer service.
- Resolved technical and non-technical customer issues, reducing repeat calls and enhancing customer satisfaction.
Customer care executive
Concentrix
Gurgaon
09.2020 - 01.2021
- Managed dual chat interactions efficiently, resolving numerous customer queries daily with high satisfaction rates.
- Handled complaints related to orders, replacements, and refunds, achieving a reduction in escalations.
- Consistently met and exceeded key performance indicators (KPIs) and quality standards.
Education
Bachelor of Business Administration - Retail & Customer Service
Mangalam School of Management & Technology
Delhi , India 08.2015 - 09.2018
Skills
- Team Collaboration
- Stress Management
- Customer-Centric Mindset
- Conflict Resolution
- Time Management
- Efficiency
- Verbal communication
- Problem-Solving
- CRM software
- Written Communication
- Empathy
- Multitasking Ability
- Attention to detail
- Adaptability to change
- Problem solving
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Customer Service Associate
P.S. Intelegencia Analytics Pvt Ltd
02.2023 - 03.2025
Customer Care Executive
Go Mechanic
08.2022 - 02.2023
Senior Customer Care Executive
Startek Pvt Ltd
04.2021 - 08.2022
Customer care executive
Concentrix
09.2020 - 01.2021
Bachelor of Business Administration - Retail & Customer Service
Mangalam School of Management & Technology
08.2015 - 09.2018