Vivek Singla
Gurgaon
Summary
Dynamic professional with a proven track record, specializing in conflict resolution and customer engagement. Expertise in utilizing CRM tools to enhance client satisfaction and optimize support processes. Recognized for maintaining integrity during assessments and delivering timely solutions, resulting in increased customer loyalty and repeat business.
Overview
9
9
years of professional experience
Work History
Quality Invigilator
ETS India
Gurugram
09.2024 - Current
- Conducted real-time monitoring and supervision of student assessments.
- Provided guidance on test-taking procedures to enhance understanding.
- Monitored video, audio, and screen activity to ensure integrity during examinations.
- Facilitated pre-exam preparation and verification processes for candidates.
Customer Service Specialist
Accor Plus
09.2017 - 09.2024
- Provided email support for ResDiary EPOS software to clients in UK and ANZ regions.
- Conducted courtesy calls to active Accor Hotels members across Asia-Pacific.
- Resolved escalated calls efficiently, ensuring timely solutions for customers.
- Executed upselling calls to promote supplementary membership cards.
Customer Service Representative
Hero BPO
08.2016 - 08.2017
- Handled customer calls regarding disputes and issues with Hindware sanitary products.
- Resolved complaints with empathy, fostering loyalty and encouraging repeat business.
- Addressed requests for products, services, and company information efficiently.
Education
Bachelor of Science - Mechanical
RIMT
Mandi Gobindgarh07.2010
High School Diploma -
Guru Teg Bahadur
Dhuri, India03.2006
Skills
CRM and support tools proficiency
Conflict resolution and de-escalation
Problem-solving and issue identification
Attention to detail in customer inquiries
Vigilance and integrity enforcement
Technical and procedural fluency
Timeline
Quality Invigilator
ETS India
09.2024 - Current
Customer Service Specialist
Accor Plus
09.2017 - 09.2024
Customer Service Representative
Hero BPO
08.2016 - 08.2017
Bachelor of Science - Mechanical
RIMT
High School Diploma -
Guru Teg Bahadur