Open to opportunities

shivam morya

@shivammorya

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I’m a Chat Retention Expert improving satisfaction through troubleshooting.

India

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What I'm looking for

I’m looking for a chat-based customer support role with a global brand, where I can apply my troubleshooting and retention strengths to resolve issues quickly, communicate clearly, and consistently enhance customer satisfaction.

I’m a Customer Retention Expert with over three years of experience at Concentrix, focused on delivering exceptional chat support that helps improve client retention. I resolve customer inquiries efficiently, delivering a 95% customer satisfaction rate while supporting an average of 100+ customers daily.

I’m strong in written and oral communication, problem solving, and chat-based customer support. I troubleshoot and resolve complex customer issues, contributing to a 20% reduction in average handling time, while balancing multitasking and time management.

I also collaborate with cross-functional teams to implement process improvements that drive results, including a 15% increase in operational efficiency and improved service delivery. I’m committed to enhancing client satisfaction through efficient, customer-first problem resolution.

Experience

Work history, roles, and key accomplishments

Current

Chat Retention Expert

Current

Concentrix

Feb 2023 - Present (3 years 5 months)

Delivered exceptional chat support to 100+ customers daily, resolving inquiries with a 95% customer satisfaction rate and improving client retention. Troubleshot complex customer issues and contributed to a 20% reduction in average handling time, along with a 15% increase in operational efficiency through process improvements.