Shubham Singh
Lucknow
Summary
Professional customer service leader with proven track record of delivering outstanding results in customer satisfaction and support. Skilled in managing complex inquiries, resolving issues efficiently, and driving team collaboration to meet organizational goals. Strong communicator with focus on adaptability, problem-solving, and enhancing customer experiences. Known for reliability and proactive approach to changing needs in fast-paced environment.
Overview
10
10
years of professional experience
Work History
Lead Customer Care Professional
American Express
04.2019 - Current
- Work as customer care representative for ANZ Credit Card Members.
- Handle approximately 50-60 chats in day and ensured to maintain quality and customer satisfaction.
- Supported team whenever required while on production.
- Always exceeded monthly targets.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Mentored new hires, ensuring consistent quality of service across the team.
- Served as a subject matter expert within the organization, advising colleagues on best practices for delivering exceptional customer care experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Streamlined customer care processes for increased efficiency and higher resolution rates.
- Collaborated with other departments to devise cross-functional solutions for recurring customer concerns.
Customer Care Representative
Convergys
10.2017 - 03.2019
- Worked for CITI bank.
- Handled approximately 60-70 chats in day and ensured to maintain quality and customer satisfaction.
Customer Care Representative
Almighty Infosys
11.2015 - 09.2017
Education
12th -
NIOS board
B.Sc. - Hospitality and hotel administration
IHM LUCKNOW
01.2012
Skills
- Exceptional communication
- Complaint handling
- CRM software expertise
- Time management
- Multitasking and organization
- Verbal and written communication
- Decision-making
- Problem resolution
- First call resolution
- Task prioritization
- Product knowledge
- Documentation and reporting
- Payment processing
- Quality assurance
- Security verification
Timeline
Lead Customer Care Professional
American Express
04.2019 - Current
Customer Care Representative
Convergys
10.2017 - 03.2019
Customer Care Representative
Almighty Infosys
11.2015 - 09.2017
B.Sc. - Hospitality and hotel administration
IHM LUCKNOW
12th -
NIOS board
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