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About

Customer-facing technical professional with nearly 4 years of international support experience (Amazon US, American Airlines) and hands-on full-stack development skills in MERN Stack and Spring Boot. Unique combination of deep customer empathy, real-time troubleshooting ability, and the technical knowledge to read code, debug APIs, and query databases.

Experience5

  1. Chat Support Associate – International Chat Process

    Sep 2026 — Present

    iQor · Remote

    Handle 25–35 live customer chats daily, troubleshooting booking, payment, cancellation, and account issues in real time per client SOPs. Navigate multiple internal tools simultaneously to diagnose and resolve customer issues within SLA benchmarks. Document technical issues and escalate bugs to backend teams with detailed reproduction steps and logs. Maintain adherence to AHT, FCR, and quality targets while delivering empathetic support to US customers.

    • Handled 25–35 live customer chats daily
    • Maintained adherence to AHT, FCR, and quality targets

  2. Scripting Associate

    Feb 2024 — Jun 2024

    GfK – An NIQ Company · Gurugram

    Worked on enterprise survey scripting using JavaScript ES6+ and the Decipher platform, debugging logic errors and DOM rendering issues. Validated API integrations between survey frontends and Spring Boot REST backends for conditional logic and response validation. Coordinated with cross-functional teams via phone and email to deliver projects within tight SLA timelines.

  3. Voice Process Advisor – Customer Operations

    May 2021 — Sep 2022

    Concentrix Daksh Services · Remote

    Resolved 60–80 complex customer queries daily including order tracking, payment failures, account access, and technical troubleshooting for Amazon US customers. Diagnosed and resolved technical issues related to Amazon app/website functionality, payment gateways, and account authentication in real time. Consistently maintained quality scores above 85% and met all productivity and SLA benchmarks over a 16-month tenure. De-escalated irate customers using active listening and empathy-driven communication.

    • Resolved 60–80 complex customer queries daily
    • Maintained quality scores above 85%

  4. Reconciliation & Settlement Ops Apprentice

    Feb 2019 — Mar 2020

    Genpact India Pvt. Ltd. · Gurgaon

    Reconciled 30+ fund position accounts daily with 100% SLA compliance and zero EOD unresolved breaks. Tracked exception trends using MS Excel for accurate stakeholder reporting.

    • Reconciled 30+ fund position accounts daily with 100% SLA compliance

  5. Trainee Associate – Financial Services Ops

    Oct 2014 — Jul 2015

    Capgemini Technology Services · Noida

    Validated applicant data against financial parameters and routed transactions across operational queues per client SOPs.

Projects3

  • Interview Arena – Video Interview Platform

    Full-stack video interview platform using React, Node.js, and Stream SDK for real-time video and chat.

    Open on github.com
    • React
    • Node.js
    • Stream SDK

  • Trading Backend API

    REST API for order placement, portfolio management, and position tracking secured with JWT + RBAC.

    Open on github.com

  • Task Management REST API

    Spring Boot REST API with JWT auth, RBAC, Hibernate ORM (MySQL), JUnit 5 tests, and SpringDoc OpenAPI documentation.

    Open on github.com

Education4

  • Bachelor of Arts

    2022 — 2010

    University of Delhi

  • Full Stack Web Development

    2022 — 2024

    Self-taught via structured online resources

  • Spring Boot Development

    2025

    Code Shuttle

  • Full Stack Development Certification

    2022 — 2023

    Infosys Springboard

Certifications1

  • Full Stack Development Certification

    2023

    Infosys Springboard