Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Personal Information
Internship
Timeline
Generic
SUNIL

SUNIL

Ambala

Summary

Dynamic customer support specialist with a proven track record at OKX.com, achieving a 98% first-contact resolution rate. Skilled in data-driven process improvement and adept at issue resolution, I enhance customer satisfaction and drive service excellence through effective communication and team leadership.

Overview

14
14
years of professional experience
1
1
Certification

Work History

CS Support Specialist

OKX.com
02.2022 - 06.2025
  • Company Overview: Cignal Technology
  • Managed global customer enquiries, achieving a 98% first-contact resolution rate.
  • Collaborated with Product and Security teams to streamline support workflows, reducing average response time by 25%.
  • Analysed user feedback to inform service enhancements and drive a 15% uplift in Net Promoter Score.
  • Counseled users on account security best practices (email/phone verification, 2FA), bolstering platform trust.
  • Guided customers through blockchain operations (KYC, P2P, deposits/withdrawals), ensuring 100% compliance.
  • Investigated transaction discrepancies using analytical tools and block explorers, resolving 99% of cases within 24 hours.
  • Cignal Technology

Customer Service Representative

Flipkart
Naraingarh
05.2020 - 12.2020
  • Responded to high-volume email and telephone enquiries, maintaining an average CSAT score of 4.7/5.
  • Provided detailed product information, driving a 10% increase in upsell conversions.
  • Partnered with Operations team to refine order fulfilment processes, cutting dispatch errors by 30%.

Customer Service Executive

I&B Tower
Kuala Lumpur
02.2016 - 09.2019
  • Handled inbound switchboard calls and outbound campaigns, enhancing community outreach.
  • Recorded and triaged service requests across municipal departments, achieving a 95% case closure rate.
  • Delivered expert guidance on council services, maintaining professionalism under pressure.

Sales Executive

Hotel India Awadh
Lucknow
05.2014 - 12.2015
  • Identified and pursued business prospects, increasing corporate group bookings by 20%.
  • Cultivated client relationships through tailored proposals, contributing to a 12% revenue growth.
  • Compiled sales reports to inform management decisions on service enhancements.

Team Leader

Digi Photogulf
Genting Highlands
01.2013 - 03.2014
  • Allocated daily tasks and mentored a team of 8 staff to exceed monthly KPIs.
  • Resolved escalated client issues, maintaining a 97% customer satisfaction rate.
  • Coordinated with Marketing on promotional strategies, driving a 15% uplift in event bookings.

Food & Beverage Associate

Bal Samand Lake Palace
Jodhpur
05.2011 - 05.2012
  • Delivered high-quality service to guests, resulting in repeat bookings.
  • Supervised inventory control and compliance with health and safety regulations.
  • Implemented upselling techniques, boosting average check value by 8%.

Education

Postgraduate Certificate - Tourism Management

IGNOU (Indira Gandhi National Open University)
07.2011

BSc (Hons) - Hospitality Management

Institute of Hotel Management
Bhopal, India
06.2011

Skills

  • Customer Relationship Management
  • Issue Resolution & Escalation
  • Communication & Active Listening
  • Data-Driven Process Improvement
  • Multitasking & Time Management
  • Team Leadership & Coaching
  • Adaptability & Rapid Learning
  • Technical Proficiency (MS Office, Block Explorers)

Certification

Postgraduate Certificate in Tourism Management, IGNOU (Indira Gandhi National Open University), 07/01/08, 07/01/11

Languages

  • English (Fluent)
  • Hindi (Native)
  • Punjabi (Conversational)

Hobbies and Interests

  • River rafting
  • Travel
  • Hiking
  • Cricket

Personal Information

Title: Customer Service Agent

Internship

Food & Beverage Trainee, Le Méridien, New Delhi, India, 06/01/09

Timeline

CS Support Specialist

OKX.com
02.2022 - 06.2025

Customer Service Representative

Flipkart
05.2020 - 12.2020

Customer Service Executive

I&B Tower
02.2016 - 09.2019

Sales Executive

Hotel India Awadh
05.2014 - 12.2015

Team Leader

Digi Photogulf
01.2013 - 03.2014

Food & Beverage Associate

Bal Samand Lake Palace
05.2011 - 05.2012

Postgraduate Certificate - Tourism Management

IGNOU (Indira Gandhi National Open University)

BSc (Hons) - Hospitality Management

Institute of Hotel Management

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