SHIVANSH SINGH

leading contact-center specialists handling high-risk/complex customer escalations, tracking key performance indicators (KPIs), and supporting team development.

Mentor and coach customer care and escalation specialists, with responsibility for managing 15+ agents in inbound environments.

Reviewed traffic reports, tracked attendance, coordinated shift coverage, and supported corrective action follow-up.

Manage high-priority customer issues linked to regulatory matters, public relations requests, senior leadership requests, or technical failure.

Oversaw QA processes and led interview activities for recruiting while acting as backup for operations managers.

• Acted as team lead while managing 15+ FTE.
• Addressed shrinkage and attrition escalations to support operational stability.
• kpi tracking and customer satisfaction coaching
• rank highest in customer satisfaction and sales KPIs for telecom provider,

Dedicated, empathetic customer service representative with highest CSAT and selling ratio.

Consistently maintained 95% customer satisfaction rating while resolving 50+ daily inquiries.

• strong active listening, empathy, conflict resolution, patience, stress management, time management, adaptability.
• successfully de-escalated angry customer complaints, improving overall department csat (customer satisfaction)

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