Uttam Singh Solanki

• Resolved complex customer issues at the L2 support level via calls and emails, including handling emergency escalations in line with client-defined processes.

• Delivered empathetic and effective customer service using CRM tools, resolving issues as per company policy.

• Met individual/team KPIs (CSAT, AHT), attended daily briefings, and took training to stay updated and resolve new issues efficiently.

• Troubleshoot and resolve CX product technical issues with cross-team collaboration.
• Meet individual and team KPIs like CSAT, NPS, AHT; attend pre-shift updates and training.
• Build strong product knowledge to assist customers effectively.
• Contribute to and maintain support documentation and knowledge base.
• Collect and analyze customer feedback to identify trends and suggest improvements.

• Customer Champion: Delivered prompt and policy-aligned support using CRM, with active listening and empathy as key tools.
• KPI Keeper: Met CSAT & AHT goals, stayed updated via daily huddles, and mastered new updates to ensure faster issue resolution.
• Feedback Collector: Captured customer insights to help spot trends and recommend service/product enhancements.

• Begin each shift by logging in with the employee ID. Responsible for collecting toll charges from authorized vehicles and issuing official receipts with a courteous and welcoming demeanor. Regularly handled irate or non-compliant drivers by calmly explaining the mandatory toll policy, utilizing strong communication and interpersonal skills to de-escalate situations and ensure customer satisfaction. At the end of each shift, collaborated with fellow Toll Collectors to accurately hand over the total collected amount to the Accounts Department.