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• Training needs identifications for Account Managers• Tracking SLAs and Metrics, including Csat, NPS, FCR, and AHT• Auditing chats, emails, and calls and closing the feedback with the team membersHands-on Tools:Zendesk, SalesForce, Zoho, Aircall, Zensell, JIRA, Google Workspace, Notion, Nuance, Mercury, Magento, Looker, Stripe

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 no-shows.• Respond to multiple inbound chats on hangouts; gather and verify required information as appropriate.• Resolving Zoho Errors on Zendesk.• Auditing videos and providing feedback to the teachers and parents.• Updating and auditing the Firemen sheet for teacher & student no-shows.• Handling Tutor Onboarding and Deboarding lifecycle, including sending contracts, W9s, renewing expired agreements.

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.