Abbhinav Singh
Ghaziabad,India
Summary
Accomplished professional with experience at Revolut, NTT Data, Concentrix, and Amazon. Expertise in enhancing customer satisfaction, streamlining operations, and driving team performance. Proven success in developing NPS programs, providing technical support, generating leads, and training teams. Strong focus on service quality, process improvements, and meeting KPIs. Effective communicator with a results-oriented approach to achieving business objectives.
Overview
7
7
years of professional experience
Work History
Business Support Specialist
Revolut
02.2024 - Current
- Enhanced team NPS by 5% through carefully designing and executing NPS mentoring program.
- Prepared accurate reports for management review, aiding in informed decision-making processes.
- Delivered exceptional customer experiences and promoted strong relationships.
- Delivered high-quality customer service, resolving issues promptly and professionally via web chat services.
- Trained new employees on company policies and procedures, fostering a knowledgeable workforce.
- Coordinated cross-functional teams for successful issue completion through Jiras.
- Assisted in improving the knowledge resource pool by adding valuable insights.
Helpdesk Associate
NTT Data Global Delivery Services
06.2020 - 01.2022
- Responsible for daily help desk functions, addressing all incoming support requests via email, phone, and website based on ITIL Service Strategy and Service Improvement
- To act as a Service Desk Analyst, addressing multiple end-user network support requests coming from client sites
- Enhanced teamwork, time, user skills, project management, problem-solving, and leadership skills across the team
- Assists in disseminating information including maintaining and updating technical calendars, updating client information, and keeping current details on department status
- Assists in constantly improving processes and procedures as it relates to client support
- Keep the client informed of status, timing, and options for support
- Involved in training the new agents in the team and helping them onboard
- Data tracking for the Help Desk Requests Department via Excel
- Contribution to knowledge management by updating/creating the knowledge articles
- Develop and implement new methods, procedures, and systems to improve service performance
Sr. Representative, Operations
Concentrix
02.2020 - 06.2020
- Generating leads for the software product in the UAE market and actively pursuing them to convert them into a face-to-face meeting with technology specialists
- Ensure service delivered to our customers meets contractual Key Performance Indicators ('KPIs')
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to provide resolution to the customer appropriately
- Maintain basic knowledge of client products and services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document, and retrieve information in the call-tracking database
Customer Service Associate
Amazon Development Centre
08.2018 - 04.2019
- Handled international customers of the US regarding their Amazon retail orders-related queries
- Updated the contacts on the SharePoint portal
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures
Education
B.Tech -
JSS Academy of Technical Education
Noida, Uttar Pradesh07.2016
Skills
- Information Technology Infrastructure Library (ITIL)
- Incident Management
- Complaint Resolution
- Pitching and Upselling
- Effective Communication
- Teambuilding and Training
- Troubleshooting skills
- Customer relations
- MS Office
- Google Suite
- Technical assistance
- Multitasking
- Calm and professional under pressure
Accomplishments
- ITIL V3 trained on NTT Catalyst.
- Awarded twice as a Star Performer.
- Always rated Excellent in performance review.
Timeline
Business Support Specialist
Revolut
02.2024 - Current
Helpdesk Associate
NTT Data Global Delivery Services
06.2020 - 01.2022
Sr. Representative, Operations
Concentrix
02.2020 - 06.2020
Customer Service Associate
Amazon Development Centre
08.2018 - 04.2019
B.Tech -
JSS Academy of Technical Education
Similar Profiles
NAVEEN RAJNAVEEN RAJ
Fincrime Escalation Officer(Fincrime Manager) at REVOLUTFincrime Escalation Officer(Fincrime Manager) at REVOLUT
Tiyasha PoddarTiyasha Poddar
Real Time Monitoring Expert at RevolutReal Time Monitoring Expert at Revolut
Avnish VyasAvnish Vyas
Subject Matter Expert at RevolutSubject Matter Expert at Revolut