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S

SAMEER

Operations Professional · Customer Support & IVR Team Lead

New Delhi, Delhi, India

@sameer2

0 followers

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About

Operations and customer support professional with experience in IVR operations, technical support, customer service, team coordination, and process management. Skilled in handling escalations, monitoring workflows, maintaining reports, and supporting smooth day-to-day operations.

Experience

  • CUSTOMER OPERATIONS - IVR Team Lead
    Zippee Delivery · Udyog Vihar Phase - I, Gurugram
    Mar 2024 – Aug 2024

    Managed IVR operations, team coordination, and daily process activities. Coordinated with city teams, merchant support, and riders for escalations and resolutions. Managed order status, cancellation, RTO, reattempt, and backlog processes. Monitored calling operations, team performance, and task allocation.

  • REPRESENTATIVE OPERATIONS - Advisor I, Technical Support
    Convergys India Services Pvt. Ltd. · Udyog Vihar, Gurugram
    Jul 2023 – Aug 2023

    Provided technical support to Xfinity Mobile customers through chat flows. Used Einstein 360° to review customer details, concerns, and available resolutions. Assisted with line disconnection/reconnection, new connections, billing cycles, and payment-related queries. Suggested repayment plans and troubleshot network and service-related issues.

Education

  • BA Programme
    Zakir Husain Delhi College
    2019 – 2022
  • 12th
    Veer Chander Sigh Gharvali Sarvodaya Bal Vidyalaya School
    2018
  • 10th
    Veer Chander Sigh Gharvali Sarvodaya Bal Vidyalaya School
    2016

Skills

6 to 12 months 6 to 12 months Most of a year behind them.
Reporting Process Management
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
Data Analysis Data Tracking Task Management Technical Support SOP Implementation Root Cause Analysis Logistics Operations Performance Monitoring

Tools / apps / platforms

<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
Google Sheets Microsoft Excel

Languages

Fluent Fluent Comfortable using it for work.
Hindi Speak
Conversational Conversational Can hold an everyday conversation.
English Speak

🎯 Hobbies & interests

  • Music
  • Cricket

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