Shubham Sinha

Experience

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  Mphasis

  Jan 2021 - Sept 2021

  Technical Support Specialist

  I have demonstrated my adeptness in swiftly and effectively resolving a spectrum of technical inquiries, specializing in delivering seamless solutions to an array of challenges encompassing HP products and services. With a precise blend of technical prowess and a customer-centric approach, I excelled in addressing concerns related to hardware, software, cloud queries, deliveries, and purchases, consistently enhancing customer satisfaction.Key Achievements:Versatile Query Resolution: Proficiently handled diverse issues, including technical glitches, purchase inquiries, software and hardware complications, cloud-based concerns, and delivery discrepancies.Applied Technical Knowledge: Leveraged deep knowledge of HP's product ecosystem to provide accurate and pertinent solutions, minimizing downtime and maximizing operational efficiency.Empathetic Customer Interaction: Communicated effectively and empathetically with customers over calls and chats, ensuring clarity in understanding their concerns and demonstrating a commitment to exceptional service.Problem-Solving Agility: Rapidly assessed and diagnosed issues, employing analytical thinking to devise tailored solutions that aligned with customers' needs and specifications.Resolution Excellence: Consistently achieved high ticket resolution rates, contributing to enhanced customer satisfaction, brand loyalty, and a positive reputation.Collaborative Coordination: Collaborated seamlessly with cross-functional teams to ensure comprehensive issue resolution and offered proactive insights for continuous process improvement. Show less

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  Concentrix

  Nov 2021 - Mar 2023

  Operations Representative

  Anti-Money Laundering & Enhanced Due Diligence Expert:Spearheaded the resolution of tickets related to Anti-Money Laundering (AML) and Enhanced Due Diligence (EDD) for American users.Diligently analyzed and assessed user transactions, conducting comprehensive AML investigations to ensure regulatory compliance.Proficiently reviewed user profiles, verifying and updating documentation to meet stringent EDD requirements.Monitored user activities using advanced surveillance tools, promptly identifying and investigating any suspicious or abnormal behavior.Collaborated closely with cross-functional teams, providing actionable insights and reports on observed irregularities.Implemented robust reporting mechanisms to promptly escalate and communicate potential breaches or anomalies to relevant stakeholders.Contributed to the enhancement of internal AML protocols, leveraging deep insights gained from investigating complex cases. Show less

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  Infosys BPM

  Apr 2023 - now

  Senior Technical Process Executive

  SAP ERP Executive adept at delivering end-to-end ticket resolutions and enhancing customer experiences:Expertise: Recognized for deep SAP ERP knowledge and proficiency.Resolution Excellence: Consistently provide comprehensive solutions to complex SAP tickets.Holistic Problem-Solving: Analyze issues in-depth, collaborating cross-functionally for root cause identification.Customer Empowerment: Prioritize lasting solutions, equipping customers with actionable insights.Operational Optimization: Streamline processes by leveraging SAP modules to enhance efficiency.Effective Communication: Clearly convey solutions and implications to diverse stakeholders.Quality Commitment: Unwavering dedication to excellence, setting high standards in every resolution.Operational Impact: Drive efficiency gains through SAP expertise. Show less