Vivek Singla
Gurgaon
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Resdiary Application Specialist
Accor Plus
01.2021 - Current
- Assisted clients in the UK and ANZ regions with email support related to the ResDiary EPOS software used in their restaurants.
- Help new users get set up with the software, guiding them through initial configurations and features.
- Update knowledge base articles, FAQs, and help documentation to assist customers and improve self-service options.
- Work with product and engineering teams to report bugs, feature requests, and gather insights for product improvements.
Customer Service Specialist
Accor Plus
09.2017 - 01.2021
- Conducted courtesy calls to active Accor Hotels members in the Asia-Pacific region to discuss membership benefits.
- Handled escalated calls with composure, delivering resolutions to the customer on time.
- Handled upselling calls to promote and sell supplementary membership cards.
Customer Service Representative
Hero BPO
08.2016 - 08.2017
- Managed customer calls related to disputes or issues concerning their purchase of Hindware sanitary products.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Care Executive
Aegis Ltd
06.2015 - 07.2016
- Managed a high volume of inbound calls for Vodafone premium customers.
- Communicated with customers to identify needs and expectations regarding their postpaid connection.
- Helped large volume of customers every day with their billing queries and complaints.
Education
Bachelor of Technology - Mechanical
RIMT
Mandi Gobindgarh07.2010
Higher Secondary - Non-Medical
Guru Teg Bahadur
Dhuri, India03.2006
Skills
Technical Proficiency: Familiarity with CRM software, support ticket systems, and other relevant customer service tools
Conflict Resolution: Proficient in de-escalating situations and resolving conflicts to achieve positive outcomes
Problem-Solving: Skilled in quickly identifying issues and providing effective solutions
Attention to Detail: Ability to understand customer inquiries, ensuring accurate and complete responses
Timeline
Resdiary Application Specialist
Accor Plus
01.2021 - Current
Customer Service Specialist
Accor Plus
09.2017 - 01.2021
Customer Service Representative
Hero BPO
08.2016 - 08.2017
Customer Care Executive
Aegis Ltd
06.2015 - 07.2016
Bachelor of Technology - Mechanical
RIMT
Higher Secondary - Non-Medical
Guru Teg Bahadur
Certification
- Managerial Effectiveness by Hero MindMine
- National Cyber Olympiad
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