Aniket Singh
@aniketsingh6
Senior operations specialist driving AI-enabled process improvements and customer experience.
IndiaWhat I'm looking for
I’m a results-driven Customer Operations & Process Improvement professional with 3.6+ years of experience across globally recognized MNCs—Concentrix, Amazon, and Tech Mahindra.
In my current role as a Senior Representative – Operations at Concentrix, I oversee day-to-day multi-channel customer operations (chat & voice), ensuring adherence to service guidelines, compliance standards, and brand protocols across high-volume interactions.
I analyze recurring escalation patterns, build KPI dashboards in MS Excel and Power BI, and translate operational data into evidence-based corrective action plans. I also collaborate with compliance, training, and operations to implement sustainable workflow improvements that reduce repeat escalations and improve resolution rates.
I leverage Microsoft 365 AI tools (Copilot, Power Automate) to automate repetitive documentation and reporting, improving turnaround time while maintaining high accuracy on concurrent, high-priority cases. Previously at Amazon and Tech Mahindra, I supported complex escalations using root cause analysis to sustain CSAT and first contact resolution (FCR) performance.
Experience
Work history, roles, and key accomplishments
Provided multi-channel chat and voice customer support for an e-commerce platform, maintaining quality and service benchmarks while supporting strong CSAT and first contact resolution (FCR) performance. Tracked recurring service defect patterns, applied root-cause analysis to resolve complex escalations, and contributed to team process improvements via weekly performance reporting.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University (IGNOU)
Bachelor of Arts, Arts
Pursuing a Bachelor of Arts at IGNOU, expected to complete in 2025–26.
Kendriya Vidyalaya No. 1, Salt Lake, Kolkata
Higher Secondary (12th), Arts
Completed Higher Secondary (12th) in the Arts stream at Kendriya Vidyalaya No. 1, Salt Lake, Kolkata in 2016.
Kendriya Vidyalaya No. 1, Salt Lake, Kolkata
Secondary School (10th)
Completed Secondary School (10th) at Kendriya Vidyalaya No. 1, Salt Lake, Kolkata in 2014.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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