Open to opportunities

Geetam Singh

@geetamsingh

Customer Support Specialist at Rupeesoft, guiding small business users through onboarding and resolving transaction issues.

India

Message

What I'm looking for

I'm looking for a customer support role where I can support US operating hours, including EST or PST shifts.

At Rupeesoft, I handle customer support for small business users and lending operators, including live product walkthroughs and setup assistance. I guide business owners through account creation, interest settings, and report downloads in one-on-one voice and video onboarding sessions.

I troubleshoot user mistakes and transaction record issues directly over the phone, maintaining an average First-Contact Resolution rate above 85%. I also de-escalate complaints about missing records and balance calculations, and create FAQs and video guides for self-onboarding.

Previously, at Intelligrow Bancsoft, I handled phone, email, and ticket inquiries for microfinance and banking platform clients. I logged bug reports and client feedback, helped operational staff resolve transaction and reporting issues, and trained new staff on ledger closing and collection tracking.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Account Specialist

Current

Rupeesoft

Jan 2024 - Present (2 years 9 months)

Handled end-to-end customer support for small business users and lending operators, managing incoming support calls, live product walkthroughs, and setup assistance. Maintained an average First-Contact Resolution (FCR) rate above 85% by troubleshooting user mistakes and transaction record issues over the phone.

Inbound Call Support Live Chat Email Support Customer Onboarding Dispute Resolution Ticket Management First Contact Resolutions De escalation CRM Systems VoIP Demos FAQ Creation

Product Support & Client Services Associate

Intelligrow Bancsoft

Jan 2020 - Jan 2024 (4 years)

Managed multi-channel customer inquiries for regional microfinance and banking platform clients, answering operational questions and system queries. Logged detailed bug reports and client feedback, bridging communication between front-line operators and the back-office product team.