Sukhbir Singh
Transportation Specilist
Kharagpur
Summary
Proactive and results-driven operations and support specialist with over 10 years of experience in logistics, customer service, and technical support roles. Skilled in managing cross-functional teams, improving SOPs, and mentoring new hires. Recognized multiple times for top-tier performance in fast-paced, customer-centric environments. Strong interpersonal skills combined with a passion for continuous process improvement.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Customer Care Executive
Innover Digital Services Pvt LTD
Kolkata
12.2024 - Current
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Track and Trace shipment, calling and emailing drivers and carriers for the shipment updates. Conducting calls with stakeholders.
- Reduced stakeholders' complaints with proactive issue identification and resolution strategies.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Conducted an in-depth analysis with the training team, identifying patterns to address systemic issues, and working on the SOP.
Transportation Specialist (ROC)
Amazon Development Centre India Pvt. Ltd.
10.2018 - 10.2024
- Provided L2 technical and account support for Alexa, Fire TV Stick, Kindle, and Prime Video.
- Transitioned via IJP to ROC as Transportation Specialist-I (L3), supporting middle-mile back-end operations in NA and EU marketplaces.
- Led process improvement initiatives and SOP updates aligned with business requirements.
- Conducted deep dives on escalations and submitted feedback for systemic enhancements.
- Mentored over 12 new hire batches; led refresher training sessions.
- 5-time RNR award recipient (2022–2023) for exceptional performance.
Associate
BT SERV India Pvt Ltd
12.2014 - 06.2017
- Worked in DI Team, worked on multiple systems across network.
- Acted as SME for data integrity and service issues, escalating to relevant owners.
- Led a 15-member escalation team; monitored KPIs and facilitated process enhancements.
- Delivered timely and effective solutions to technical queries and customer escalations.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
Service Desk Executive
IPSOFT India Pvt Ltd
02.2012 - 02.2013
- Supported resolution of employee issues including VPN, Active Directory, Blackberry.
- Maintained and achieved quality KPIs and service benchmarks.
- Collaborated with vendors for escalated technical issues and complex problem-solving.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Conducted periodic audits of IT assets as part of preventative maintenance efforts aimed at reducing system downtime due to hardware failures or software glitches.
- Proactively sought feedback from customers, using the information gathered to identify areas of improvement in service quality or delivery.
Education
B.Sc. - Zoology
Regional Institute of Education
Bhubaneswar06-2002
Skills
- Relay backend process optimization
- SOP design and refinement
- Supply chain logistics
- Mentorship and training
- Analytical problem resolution
- Stakeholder engagement strategies
- People Management
Interests
Driving, Music, Gaming, Movies
Timeline
Customer Care Executive
Innover Digital Services Pvt LTD
12.2024 - Current
Transportation Specialist (ROC)
Amazon Development Centre India Pvt. Ltd.
10.2018 - 10.2024
Associate
BT SERV India Pvt Ltd
12.2014 - 06.2017
Service Desk Executive
IPSOFT India Pvt Ltd
02.2012 - 02.2013
B.Sc. - Zoology
Regional Institute of Education
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