Shivani Singh
Gurugram
Summary
Dynamic Senior Customer Service Specialist with over 8 years of experience delivering exceptional support in diverse global settings. Consistently surpassing KPIs such as CSAT, FCR, and SLAs. Expert in managing customer interactions and resolving escalations across various channels. Adept at utilizing CRM tools to enhance processes and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Senior Representative, Operations — American Express
CONCENTRIX DAKSH SERVICES PVT. LTD.
Gurugram, Haryana, India
04.2025 - Current
- Handled inbound customer queries related to charge and credit cards, ensuring high-quality service and timely resolution.
- Assisted with card transactions, billing, rewards, account updates, and general account-related inquiries.
- Maintained a high level of customer satisfaction by resolving concerns efficiently and professionally in a fast-paced environment.
- Adhered to compliance and quality standards while ensuring accurate documentation of all customer interactions.
IT Customer Service Associate — Google
ACCENTURE SOLUTIONS PVT. LTD.
Gurugram, Haryana, India
08.2021 - 11.2024
- Assisted a customer support team handling order placements, product queries, and promotional support.
- Improved customer satisfaction by implementing proactive strategies to resolve concerns efficiently.
- Developed and maintained performance reports, identifying opportunities for service optimization.
- Trained and mentored new team members to enhance productivity and service quality.
Senior Back Office Associate — Zomato
JINDALX PVT. LTD.
Gurugram, Haryana, India
10.2019 - 08.2021
- Managed restaurant listings and merchant data while overseeing platform optimization initiatives.
- Supervised projects from initiation to execution, ensuring accurate updates and high-quality data management.
- Assisted in training new hires and improving internal documentation for enhanced efficiency.
Customer Service Executive - Backend
DEEP BLUE XPRESS PVT. LTD.
East of Kailash, New Delhi, India
07.2017 - 02.2018
- Managed shipment tracking & airway bills (AWBs) to ensure smooth logistics operations.
- Investigated and escalated shipment delays to streamline customer service processes.
- Strengthened relationships with vendors and clients by ensuring timely resolutions.
Education
Bachelor of Arts - Programming
Delhi University (SOL)
New Delhi, India01-2021
12th Standard: Senior Secondary Education - Humanities
Balvantray Mehta Vidya Bhawan (A.S.M.A)
G.K-II, New Delhi, India03-2017
10th Standard: Secondary Education -
Balvantray Mehta Vidya Bhawan (A.S.M.A)
G.K-II, New Delhi, India03-2015
Skills
- Team coordination and project management
- Problem solving
- Web savvy
- Customer Retention
- CRM Systems
- Process Improvement
- Performance Metrics
- Relationship building
LANGUAGES
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Senior Representative, Operations — American Express
CONCENTRIX DAKSH SERVICES PVT. LTD.
04.2025 - Current
IT Customer Service Associate — Google
ACCENTURE SOLUTIONS PVT. LTD.
08.2021 - 11.2024
Senior Back Office Associate — Zomato
JINDALX PVT. LTD.
10.2019 - 08.2021
Customer Service Executive - Backend
DEEP BLUE XPRESS PVT. LTD.
07.2017 - 02.2018
Bachelor of Arts - Programming
Delhi University (SOL)
12th Standard: Senior Secondary Education - Humanities
Balvantray Mehta Vidya Bhawan (A.S.M.A)
10th Standard: Secondary Education -
Balvantray Mehta Vidya Bhawan (A.S.M.A)
ACHIEVEMENTS
- Awarded R&R for outstanding performance in March 2026.
- Recognized for 3 consecutive months for achieving the best RTF & OSAT and consistently maintaining optimal AHT.
- Coordinated with a team of customer support associates, improving CSAT by up to 15% through proactive issue resolution and process enhancements.
- Received recognition for delivering tasks ahead of schedule during the COVID-19 period.
Hobbies
- Artistic Crafting and Design
- Listening to music & Singing
- Cooking
- Travelling
Decalaration
I declare that the above information is accurate to the best of my knowledge.