Vivek Inder Singh

Experience

1. Senior Customer Service Representative Csr- Lll

   TTEC

   Jul 2025 — Present · Mohali district, IN

   Major Duties of a Senior Customer Care RepresentativeHandle complex or escalated customer issues across channels (phone, email, chat, social media).Ensure high levels of customer satisfaction and retention.Mentor and support junior agents; assist in onboarding and training.Monitor team performance and provide constructive feedback.Prepare daily/weekly/monthly reports on KPIs (CSAT, AHT, FCR, etc.).Identify and suggest improvements in processes, tools, or scripts.Collaborate with other departments (tech, sales, billing) to resolve recurring issues.Manage crisis communication during outages or service disruptions.Maintain and update knowledge base or help center Key Successes & Specific Project HighlightsImproved Customer Satisfaction (CSAT)Increased CSAT score from 84% to 93% in 6 months by improving service scripts and empathy training.Chatbot & Self-Service LaunchHelped implement a chatbot system; reduced incoming tickets by 20% through automated responses.Escalation ReductionReduced supervisor escalations by 40% by empowering agents with decision-making tools and training.New Hire Mentorship ProgramDeveloped a 2-week onboarding plan, improving new hire efficiency and confidence.First Contact Resolution (FCR) ImprovementBoosted FCR rate from 65% to 82% through script refinement and root cause training for agents.Process Improvement InitiativeIdentified gaps in ticket categorization, which led to a 15% faster resolution time.Customer Feedback LoopLaunched a feedback review program; recurring issues were flagged and shared with product teams for fixes.