Arshdeep Singh Email & Phone Number

Gurugram, Haryana, India

• Roles and Responsibilities:
• Monitor and analyze customer's health to identify churn
• Monitoring customer satisfaction by audits and scrubs
• Ensuring the smooth running of the Operations team
• Overseeing pipeline and KPI of Operations Specialists and ensuring they accomplish their goals
• Developing methods/SOPs for managing customer satisfaction

Gurugram, Haryana, India

• Roles and Responsibilities:
• Act as primary contact for all the tutors & parents for their requests related to scheduling, ad-hoc requests, parent feedback, and tech difficulties via google hangouts & emails through Zendesk.
• Managing service level agreements and inquiring about DSAT/CSAT on Zendesk.
• Working as a fireman during the session starting time to ensure batches are running at the scheduled time without delay. Handling conflicts during the batches: Teacher no-shows, Rescheduling classes, and student.
• Respond to multiple inbound chats on hangouts; gather and verify required information as appropriate.
• Resolving Zoho Errors on Zendesk.

Gurugram, Haryana, India

• Interact with customers via chat and address issues.
• Helping customers with new updates and resolving queries related to Internet, TV, monthly payments, and billing.
• Service Restoration and remediation.
• Achieving quality and production targets while maintaining SLA.
• Maintaining a query tracker for the convenience of the whole team so that they can go through the query chats in the future whenever they have any doubts.

Gurugram, Haryana, India

• Working as catalog analyst for the product addition.
• Supported new business during the transition with QA.
• Achieving 100% in Quality and production and meeting regular turnaround time.
• Have been able to fulfill all my KRA’s due to which I have been able to earn complete incentives.
• Responsible for mentoring and giving training to the new agents.
• Working on the Incident management tool of Wayfair named “Ticket Queue”.

Gurugram, Haryana, India

• Responsible for ensuring customer satisfaction by handling questions related to the product and other queries via email & chat.
• Sorting and routing as per escalation policy to a higher or different team.
• Provided technical suggestions for inclusion in the support knowledge base.
• Escalate repetitive errors/issues to the respective SPOC and put fixes in place.
• Responsible for mentoring and giving training to the new agents.
• Supervising the on-job trainees and sharing their performance report on a timely basis.