Rupesh Singh
@rupeshsingh
Customer support SME who delivers high-quality chat, voice, and ticket resolution with strong SLA and CRM expertise.
IndiaWhat I'm looking for
I’m a results-driven Customer Support Specialist and Subject Matter Expert (SME) with 3+ years of experience delivering exceptional customer experiences across chat, voice, and ticket-based support environments. I routinely handle 80–100+ customer interactions daily while maintaining quality scores above 85% and strong SLA compliance, driving operational efficiency through clear documentation and disciplined escalation handling.
In my current role at Futwork, I manage customer communication and ticket workflows using Zoho CRM and LimeChat, while also supporting escalations and mentoring team members as an SME. Previously at Startek–Zomato, I delivered chat and voice support in a high-volume setting—resolving order, account, refund, and service issues—while escalating complex cases appropriately; earlier at Jio Telecom, I handled service and technical inquiries alongside customer verification and due diligence for compliance-focused processes.
Experience
Work history, roles, and key accomplishments
Customer Support Executive & SME
Futwork
Dec 2024 - Present (1 year 6 months)
Handled 80–100+ customer interactions daily while maintaining SLA compliance and quality scores above 85% in a chat/ticket environment. Used Zoho CRM and LimeChat to manage tickets, resolve escalations, and mentor team members as an SME.
Delivered high-volume chat and voice support for Zomato, resolving order, account, refund, and service issues. Maintained documentation and escalated complex cases to ensure timely customer outcomes.
Provided service and technical support by assisting customers with inquiries and performing customer verification. Conducted due diligence with strict adherence to policies, maintaining accurate records and compliance documentation.
Education
Degrees, certifications, and relevant coursework
University of Lucknow
Bachelor of Commerce, Commerce
Earned a Bachelor of Commerce (B.Com) from the University of Lucknow in 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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