Gunjan singh
@gunjansingh1
Customer Support Specialist focused on onboarding, escalations, and compliance-driven service quality.
IndiaWhat I'm looking for
I’m a Customer Support Specialist who helps customers succeed through smooth onboarding, fast resolutions, and careful attention to compliance. In my current role at Revolut, I support customers end-to-end during account setup and coordinate with internal teams to maintain service quality.
At Amazon, I served as an SME across 5+ Lines of Business, delivering real-time escalation resolution and floor guidance for a team of 20+ agents. I handled complex billing disputes, identity verification, and high-value orders while maintaining quality scores consistently above the team benchmark.
I’ve also improved support quality through mentoring and process feedback—leading structured sessions on compliance protocols and fraud prevention SOPs, and reducing repeat escalations within my mentored cohort. Previously at Teleperformance (Flipkart), I maintained 100% SLA adherence and later supported quality improvements as an interim Quality Analyst by auditing responses for SOP accuracy and empathy.
Experience
Work history, roles, and key accomplishments
Provided support to customers during onboarding, ensuring smooth account setup and resolving customer queries through internal coordination. Maintained accurate customer records and onboarding progress tracking, communicating professionally via Microsoft Outlook.
Assisted customers through the onboarding process to ensure smooth account setup and coordinated with internal teams to resolve queries. Managed onboarding documentation and records using Microsoft Excel and Word, and prepared onboarding summaries/presentations in Microsoft PowerPoint when required.
Served as an SME across 5+ lines of business, providing real-time escalation resolution and floor guidance for a team of 20+ agents. Handled complex billing disputes, identity verification, and high-value order escalations, and mentored others on compliance and fraud prevention SOPs.
Delivered high-volume email and chat support for Flipkart covering refunds, returns, and last-mile delivery. Maintained 100% SLA adherence across ticket categories.
Audited agent responses for SOP accuracy and empathy for Flipkart support. Identified recurring failure patterns and flagged process gaps to reduce SOP deviations and improve floor quality scores.
Operations Executive
Jalan Carbons & Chemicals Private Limited
Feb 2021 - Dec 2023 (2 years 10 months)
Worked as an Operations Executive at Jalan Carbons & Chemicals Private Limited (responsibilities not specified in the provided information).
Customer Support Specialist
Mpokket NBFC
Feb 2021 - Nov 2021 (9 months)
Provided end-to-end customer support for a digital NBFC using chat, email, and voice, resolving loan, KYC, repayment, and app functionality queries within defined SLAs. Managed KYC escalations and identity-related cases with compliance sensitivity to support compliant onboarding and strong CSAT.
Education
Degrees, certifications, and relevant coursework
Anugrah Narayan (A.N.) College, Patna
Master of Arts (MA), English Literature
2019 - 2021
Earned a Master of Arts (M.A.) in English Literature. Completed the program during 2019–2021.
Anugrah Narayan (A.N.) College, Patna
Bachelor of Arts (BA), English Literature
Completed a Bachelor of Arts (B.A.) in English Literature.
DAV PUBLIC SCHOOL
High School Diploma
Completed a High School Diploma at DAV Public School.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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