Amit Kumar Singh Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Worked for AT&T WebChat processReported to Team LeadMaintained excellent quality with an optimum average time per Chat.Extended analysis to assist technology team efforts to escalate and resolve issues.Tracked KPIs and created continuous improvement plans.Supervised technical support staff service operations and assisted with maintenance advisory.Developed and implemented training initiatives for new hires.

Thane, Maharashtra, India

Worked for TWC WebChat process (Time Warner Cable) Reported to Team LeadMaintained excellent quality with an optimum average time per Chat.Extended analysis to assist technology team efforts to escalate and resolve issues.Tracked KPIs and created continuous improvement plans.Supervised technical support staff service operations and assisted with maintenance advisory.Developed and implemented training initiatives for new hires.Increased customer satisfaction ratings to 99.2%

Thane, Maharashtra, India

Worked for Etisalat Process (Semi-Technical International Voice Process)Reported to Team LeadProvided support for a Gulf majorUndertook voice and accent cum process trainingEstablished and monitored customer service standards by employing recognized and comprehensive benchmarks.Listened to customers' questions and concerns to provide answers or responses.Recommended potential products or services by collecting customer information and analyzing customer needs.Organized customer information and account data for business planning and customer service purposes.Maintained consistent communication with the leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.Audited customer support procedures and collaborated regionally to promote standardization across all offices.

Thane, Maharashtra, India

Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.Sorted and distributed office mail and recorded incoming shipments for corporate records.Supported efficient meetings by organizing spaces and materials, documenting discussions, and distributing meeting notes.Organized weekly staff meetings and logged minutes for corporate records.Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.Monitored premises, screened visitors, updated logs and issued passes to maintain security.