Stephen Singh Nahakpam

Concentrix Private Limited

Process: ASDA | UK Retail Customer Service

Roles and Responsibilities:

Assisted customers with order-related concerns and provided solutions.

Managed customer interactions while maintaining the required service quality standards.

Worked towards achieving performance targets related to Average Handle Time (AHT), Customer Satisfaction (CSAT), and call quality.

3. Concentrix Private Limited

Process: ASDA Optical | Pilot Batch

Roles and Responsibilities:

Transitioned to ASDA Optical, joining the pilot batch that supported a new line of business.

Working in a small team of approximately five to six members, I handled customer inquiries related to contact lenses, prescriptions, and eye-care appointments.

Verified customer information and contact lens prescriptions prior to processing orders, ensuring compliance with established procedures to enhance customer safety.

Handled inbound customer calls and emails regarding contact lens orders, prescription verification, and order-related concerns.

Assisted customers with booking appointments for eye examinations.

Followed strict compliance guidelines and operational procedures when handling prescription-related information and customer requests.

Ensured the accuracy of prescription verification and order processing to prevent errors that could affect customers' eye health.

Ensured accuracy while handling sensitive, health-related customer information, minimising risk of errors.

Worked in a small pilot team, adapting to the requirements and procedures of a newly introduced line of business.

Ensured compliance with company policies and quality standards, understanding that errors in prescription verification or incorrect information provided to customers could result in formal disciplinary action.

Managed inbound calls from customers about auto loan payments and repayment plans, providing clarity and solutions to payment-related queries.

Liaised with attorneys on customers' outstanding auto loan payments, ensuring timely resolution of financial matters.

Handled customer and insurance company inquiries regarding vehicle impoundment and insurance claims related to car accidents.

Facilitated clear communication with customers, attorneys, and insurance representatives, fostering positive relationships and effective problem-solving.

AIS Business Solutions Pvt. Ltd.

Experience: 8 Months

Process: Capital One Auto Finance | US Banking Process

I worked as a customer service representative for AIS Business Solutions Pvt. Ltd., a third-party service provider supporting various banking institutions. My department handled Capital One Auto Finance, a reputed financial institution in the United States.

Roles and Responsibilities: