Aadi Bhalerao
@aadibhalerao
I resolve enterprise hardware, networking, and connectivity issues while improving first-contact resolution, retention, and customer value.
IndiaWhat I'm looking for
At Tech Mahindra supporting Verizon US, I handle 50+ daily voice and chat contacts for home internet and mobile device issues, including activations, connectivity, software setup, and billing-related technical concerns.
I achieve over 90% first-contact resolution for Wi-Fi, network, and device performance issues through structured diagnostics. I document cases in ServiceNow, support retention during escalations, and meet Value Per Customer targets through relevant plans, perks, and device recommendations.
Previously at Concentrix supporting Dell International, I resolved 45+ daily hardware, OS, software, and networking tickets across chat, voice, and email. I was promoted after 10 months and later reviewed associate cases, corrected dispatch decisions, and coached teammates on root-cause analysis and first-time fixes.
Experience
Work history, roles, and key accomplishments
Handles 50+ daily contacts for Verizon Home Internet and mobile device support, achieving >90% first-contact resolution and meeting VPC targets through upselling and retention efforts.
Promoted after 10 months; acted in supervisory capacity reviewing associate cases, validating troubleshooting accuracy, and coaching on root cause analysis to ensure first-time fix.
Delivered blended support to global Dell customers, handling 45+ tickets daily and achieving ~88% first-contact resolution on hardware and software issues.
Education
Degrees, certifications, and relevant coursework
Manipal University Jaipur
Bachelor of Computer Application, Computer Application
2025 -
Pursuing a Bachelor of Computer Application degree from Manipal University Jaipur, expected to complete in 2028.
Ahmednagar College
Higher Secondary Certificate, Science
2017 - 2018
Completed HSC (Science) from Ahmednagar College, Ahmednagar.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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