Tushar singh
@tusharsingh12
I resolve complex customer issues and lead frontline support teams to exceed service targets.
IndiaWhat I'm looking for
At Amazon, I resolve escalated order, product, and payment issues while serving as a Resolution Specialist and Subject Matter Expert. I lead new-hire frontline agents, coach performance, and help teams consistently meet KPIs and SLAs.
I monitor CSAT, AHT, FCR, and QA performance, conduct call, chat, and email audits, and prepare performance dashboards and trend analyses for Operations Managers. I also manage rosters, schedule adherence, and the transition of new hires from OJT to production.
Previously, I supported Amazon Business customers across voice, chat, and email, resolving billing, account, order-tracking, product, and technical queries within SLA deadlines. I worked with US, UK, and India customers while following GDPR, PCI-DSS, escalation, and CRM documentation requirements.
My background also includes customer support for Uber at Tech Mahindra BPS and front- and back-office, cashier, and administrative operations at Sahara India Credit Cooperative Society. I bring clear communication, customer empathy, operational discipline, and practical skills in Excel, SQL, and Power BI.
Experience
Work history, roles, and key accomplishments
Led teams of frontline agents to meet KPIs and SLAs, monitored daily operations, and conducted audits and coaching sessions. Managed escalations, facilitated new hire transitions, and prepared performance dashboards.
Handled inbound and outbound customer interactions via voice, chat, and email within strict SLA deadlines. Diagnosed and resolved queries regarding orders, billing, and technical support, adhering to security protocols.
Provided excellent customer service for Uber Voice Processing, maintaining broad knowledge of products and services. Responded to inquiries, documented actions, and improved international communication and problem-solving skills.
Administrative Clerk
Sahara India Credit Cooperative Society
Nov 2018 - May 2019 (6 months)
Managed front and back-office operations, including maintaining the daybook, handling customer enquiries, and resolving issues with agents. Performed cashier operations, handling cash deposits, withdrawals, and digital payments.
Education
Degrees, certifications, and relevant coursework
Dr. K. N. Modi Institute of Engineering and Technology
Bachelor of Technology, Electrical Engineering
Grade: 62%
Activities and societies: Coordinator of the batch in the electrical department.
Graduated with a B.Tech in Electrical Engineering from Uttar Pradesh Technical University with an aggregate of 62%.
Amar Memorial St. George’s Preparatory School
Intermediate, General Studies
Grade: 74%
Activities and societies: Head Boy of the house.
Completed Intermediate education affiliated with CBSE with 74%.
Glenhill School Varanasi
High School, General Studies
Grade: 78%
Completed High School education affiliated with CBSE with 78%.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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