Ujjawal Singhal
Senior Customer Representative
New Delhi
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Representative
Wipro LTD
10.2023 - 03.2026
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
Customer Service Representative
Wipro LTD
08.2022 - 10.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
B.com - Finance And Accounting
Delhu University
New Delhi, India 04.2001 -
Common Proficiency Test - Accounts
ICAI
Delhi Indai 04.2001 -
12th - Commerce
Vishwa Bharti Public School
New Delhi 04.2001 -
10th Class -
Vishwa Bharti Public Scholl
New Delhi, India 04.2001 -
Skills
Customer support
Escalation management
Call center experience
Order fulfillment
Quality assurance
De-escalation techniques
Staff training
Process optimization
Floor supervision
Call auditing
Representative training
Problem-solving
Accomplishments
- Dazzle Award – January 30, 2026 Recognized for outstanding support and expertise within the team. Praised for conducting multiple back-to-back training batches with nearly 100% success rate, demonstrating proactive commitment and excellence.
- Illuminate Award – March 10, 2025 Awarded for consistently delivering high-quality customer service, maintaining excellent CSAT scores, and managing KRAs without impacting production.
- Illuminate Award – April 2, 2024 Honored for excellent customer service on calls, achieving zero dissatisfaction cases in the quarter, and managing reporting work and performance effectively.
- Illuminate Award – July 25, 2023 Recognition for sincerity and focus since training days, ensuring client support without taking leave, and maintaining strong performance standards.
- Illuminate Award – March 8, 2023 Appreciated for being a reliable team player, demonstrating high performance, and going above and beyond expectations in client support
Timeline
Senior Customer Service Representative
Wipro LTD
10.2023 - 03.2026
Customer Service Representative
Wipro LTD
08.2022 - 10.2023
B.com - Finance And Accounting
Delhu University
04.2001 -
Common Proficiency Test - Accounts
ICAI
04.2001 -
12th - Commerce
Vishwa Bharti Public School
04.2001 -
10th Class -
Vishwa Bharti Public Scholl
04.2001 -