Vishnu Singh
CUSTOMER SERVICE SPECIALIST
Greater Noida
Summary
Results-driven Customer Support Professional with over 2.5 years of experience in chat support operations and team leadership at TELUS International. Expertise in escalated case resolution, quality assurance, and process optimization has led to consistent success in maintaining SLA compliance and achieving high CSAT and NPS scores. A proven track record of implementing process improvements that significantly reduce repeat contacts demonstrates a commitment to operational excellence. Proficient in training and coaching team members, creating comprehensive knowledge base documentation, and leveraging digital marketing certifications to enhance customer engagement strategies.
Overview
3
3
years of professional experience
6
6
Certifications
Work History
Customer Service Supervisor
Tech Mahindra
12.2025 - 04.2026
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Provided guidance and support for handling customer queries via calls and chats, ensuring quality resolutions
- Supervised and managed a team of 15 customer support executives, driving consistent target achievement.
- Served as an Acting Team Leader (ATL) for 1 month, managing team workflow and escalations
Chat Support Specialist
TELUS International India
07.2023 - 11.2025
- Provide real-time customer support through chat channels, resolving complex technical and service-related queries with 95% first-contact resolution rate
- Maintain average response time of under 30 seconds and resolution time within SLA targets, consistently achieving CSAT scores above 4.5/5.0
- Handle escalated cases and high-priority customer issues while providing expert guidance to support team members
- Conduct quality assurance reviews and performance evaluations to ensure compliance with company standards and service level agreements
- Create, update, and maintain comprehensive knowledge base articles, FAQs, and standard operating procedures to streamline support operations
- Design and deliver process training programs, refresher courses, and one-on-one coaching sessions for new hires and underperforming agents
- Collaborate with Quality Assurance and Operations teams to identify process gaps and implement strategic improvements that increased team efficiency by 25%
- Analyze customer feedback data, chat metrics, and performance indicators to recommend process optimizations that reduced repeat contacts by 30%
- Mentor junior team members on advanced customer service techniques, conflict resolution, and technical troubleshooting methodologies
- Participate in cross-functional projects focused on customer experience enhancement and operational excellence initiatives
Education
Bachelor of Arts - Journalism And Mass Communication
Guru Gobind Singh Indraprastha University
Delhi, India01-2023
Skills
High-quality client service
Chat support systems management
Coaching and mentoring
Guidance and support for team members
Digital marketing expertise
Digital PR strategy development
Process documentation skills
Accomplishments
- Achieved and maintained CSAT scores consistently above 4.5/5.0 through exceptional customer service delivery
- Reduced average resolution time by 20% through process optimization and knowledge base improvements
- Successfully trained and onboarded 15+ new team members with 100% completion rate in certification programs
- Implemented quality improvement initiatives that decreased repeat customer contacts by 30%
- Achieved senior specialist recognition within 6 months of joining, demonstrating rapid skill acquisition and leadership potential
- Maintained 98% SLA compliance rate while handling complex escalated cases and team responsibilities
Certification
MASTERING DIGITAL PUBLIC RELATIONS
Timeline
Customer Service Supervisor
Tech Mahindra
12.2025 - 04.2026
Chat Support Specialist
TELUS International India
07.2023 - 11.2025
Bachelor of Arts - Journalism And Mass Communication
Guru Gobind Singh Indraprastha University