Pratibha Singh

I’m a results-driven Technical Support Specialist with experience delivering high-quality customer support in fast-paced environments. I handle customer interactions across chat, email, and voice support channels while maintaining SLA and KPI targets.

In my current role as a Technical Support Executive at Teleperformance, I manage 50–70 customer interactions daily, supporting account security, login/access issues, profile recovery, premium subscriptions, billing queries, renewals, and account management. I follow GDPR and strict data privacy protocols while handling sensitive information and account verification processes.

I also act as a Point of Contact for my team—assisting colleagues with process-related queries, escalations, queue handling, case reviews, and workflow coordination. I’ve improved First Contact Resolution (FCR) by identifying root causes, consistently meeting KPIs like CSAT, quality scores, response time, and resolution metrics, while keeping customer satisfaction at the center of my work.