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
Similar Profiles
Tanisha JaiswalTanisha Jaiswal
Associate at Innover Digital Pvt LtdAssociate at Innover Digital Pvt Ltd
Tanisha JaiswalTanisha Jaiswal
Customer Service Associate at Innover Digital Pvt LtdCustomer Service Associate at Innover Digital Pvt Ltd
Rudravaram KamalakarRudravaram Kamalakar
SAP One Source Tax Engine Integration (Global Next Middleware) at Innover Digital Private LtdSAP One Source Tax Engine Integration (Global Next Middleware) at Innover Digital Private Ltd
ARKA BERAARKA BERA
ASSISTANT ENGINEER- PROJECT PURCHASE(MECHANICAL) at ORISSA METALLUGICAL INDUSTRY PVT LTDASSISTANT ENGINEER- PROJECT PURCHASE(MECHANICAL) at ORISSA METALLUGICAL INDUSTRY PVT LTD
Swagata PradhanSwagata Pradhan
System Engineer at Tata Consultancy Services LTDSystem Engineer at Tata Consultancy Services LTD