SHIVANG SINGH

Managed a team of service representatives, focusing on superior customer service and productivity.

Conducted regular performance reviews and established clear expectations for team members.

• Addressed complex customer issues promptly, utilizing strong analytical and empathetic skills.
• Led process improvement initiatives, analyzing workflows to identify efficiency bottlenecks.
• Developed and implemented training programs, enhancing team capabilities and performance.
• Analyzed team performance metrics, offering insights for continuous enhancement.
• Facilitated ongoing coaching to support staff development and career growth.
• Ensured service delivery excellence through effective escalation management.

Delivered real-time support for complex customer issues via chat and escalation management.

Served as primary contact, addressing customer concerns through digital communication channels.

• Managed customer interactions through online chat, offering timely information on products and services.
• Facilitated service bookings, provided warranty details, and addressed roadside assistance inquiries.
• Guided customers in troubleshooting common issues and resolving complaints effectively.
• Investigated escalated situations, identifying root causes and collaborating with relevant departments.
• Communicated empathetically with customers, providing updates to ensure complete satisfaction.
• Identified recurring issues, recommending process enhancements to improve service delivery.

Commenced career in call center operations emphasizing superior customer service