Sankalp Singh

•Handle incoming chats and inquiries from customers.

•Assist in managing schedules, appointments, and meetings for the customer support team.

•Maintain accurate records and databases related to customer interactions, feedback, and support tickets.

•Create and maintain documentation, including FAQs, troubleshooting guides, and standard operating procedures (SOPs) for the customer support team.

•Generate regular reports on customer support metrics, such as response times, resolution rates, and customer satisfaction scores.

•Analyze data to identify trends, issues, and areas for improvement in customer support processes.

•Hands on experience of using ServiceNow.

•Working as executive for UK based customer for chat process

•Hands on experience of taking dual chats on Nuance for LOB in VOXI Vodafone.

•Maintaining customer account on HALO.

•Worked as technical support for the client Dell Technologies

•Troubleshooting the system hardware, warranty related queries and some type of software which are under our scope. Responsible for handling the calls of customer and provide resolution to them on call. Also created dispatches of the hardware of system wherever needed.

•Hands on experience of tools like Delta , SFDC (Sales Force Dot Com ) while handling the calls and making documentation of them.

•Creating and sending the call tracker to our manager.

⮚ Worked as Image editor for the client Focus Camera.

⮚ Tasked with selecting ,editing ,and positioning photos.

• Coordinated with subject matter experts to ensure accuracy of content delivered during trainings.

⮚ Worked as Trainee Engineer at Ratu 220/132/33kv S/S for Client SPML Infra.

⮚ Responsible for testing the substation electrical equipments like Circuit Breaker,Isolator, Transformer.

• Collaborated with other departments within the organization to ensure successful completion of tasks.
• Developed and implemented engineering plans for complex projects.

⮚ Hands on experience of testing with various testing kit like SCOT MXP, Insulation Resistance.