Simran Singh
Customer support, backend, data entry
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About
Performance-driven and highly analytical Customer Support Professional with over 3 years of verified experience managing high-volume international customer accounts within global e-commerce and premium telecom frameworks. Expert in live chat operations, cross-channel escalation handling, critical problem-solving, and maintaining high customer satisfaction metrics (CSAT) under tight SLAs. Adept at navigating complex digital platforms, isolating account errors, and executing technical troubleshooting—perfectly equipped to drive world-class digital chat excellence in Revolut's app-based banking ecosystem.
Experience
Senior Customer Support Executive at iQor Pvt Ltd (2024-09 – 2026-05)
Process: Walmart US
- Managed high-volume digital live chat operations for international business portfolios, addressing complex customer inquiries with professionalism, accuracy, and speed.
- Investigated and resolved intricate transactional, payment, refund, and cross-border billing discrepancies over live chat platforms to ensure a frictionless consumer experience.
- Served as a senior escalation handling point, actively analyzing complex customer disputes via chat to engineer mutually beneficial solutions and maintain customer retention.
- Maintained strict alignment with organizational key performance indicators (KPIs), consistently tracking above benchmarks for CSAT, First Contact Resolution (FCR), and Average Handling Time (AHT).
- Collaborated with internal tier support groups to flag technical infrastructure bugs and improve live chat routing efficiency.
Customer Support Associate at iEnergizer Pvt Ltd (2022-10 – 2024-08)
Process: Airtel Premium
- Delivered high-tier voice and multi-channel support for premium international accounts, handling complex service requests under pressure.
- Managed complex customer inquiries involving global roaming configurations, account authentication status, and complex packaging details.
- Identified root causes of billing issues, systematically coordinating with internal escalation teams via CRM tools to process prompt account updates.
- Maintained deep, up-to-date knowledge of evolving platform services to provide accurate guidance and protect brand reputation for high-value users.
Education
Master of Commerce in M.Com – Indira Gandhi National Open University (2025)
Bachelor of Commerce in B.Com – Indira Gandhi National Open University (2021)
