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Abhishek Kumar

@abhishekkumar128

Customer success and account management professional at Adverticcle Digital Services, improving client report turnaround efficiency by 45%.

India

Message

At Adverticcle Digital Services, I coordinated ticket triage between clients and technical and operations staff, monitored service targets, and prepared monthly sales and performance reports. My reporting work increased turnaround efficiency by 45%.

At Concentrix, I supported Comcast/Xfinity US and EE UK accounts, turning support and retention conversations into plan upgrades and add-on sales. I ranked in the top 20% of agents for sales on the Comcast/Xfinity account and handled complex technical cases and live-chat support.

Experience

Work history, roles, and key accomplishments

Senior Support Specialist – Asst. Team Lead

Adverticcle Digital Services

Apr 2024 - Dec 2025 (1 year 8 months)

Acted as liaison between clients and technical/operations staff, running daily team meetings to triage tickets and assign priorities. Monitored team ticket queues against SLA and CSAT targets, and managed end-to-end talent acquisition and training.

SLA Management CSAT Ticket Triage Escalation Management Team Leadership Data Analysis Reporting Talent Acquisition Training Microsoft Office Power BI

Sr. Tech Advisor (Comcast/Xfinity – US Account)

Concentrix

Jun 2020 - Dec 2023 (3 years 6 months)

Ranked in the top 20% of agents for plan upgrade and add-on sales, averaging 2-3 plan upgrades per day while retaining at-risk customers. Served as escalation point for complex technical cases, achieving a 25% improvement in issue resolution efficiency.

Upselling Cross Selling Customer Retention Technical Support Live Chat Escalation Management NPS CSAT Remote Work Comcast Xfinity

Customer Support Chat Advisor (EE – UK Account)

Concentrix

Feb 2019 - Jun 2020 (1 year 4 months)

Delivered 2-3 plan upgrades or direct sales per shift via live chat, managing a full daily ticket queue of 30-35 customer inquiries. Developed in-depth knowledge of UK mobile tariff plans and retained customers expressing intent to leave.

Live Chat Upselling Customer Retention UK Telecom NPS CSAT Ticket Management

Email/Chat Advisor (Amazon.co.uk – UK Account)

Concentrix

Aug 2017 - Feb 2018 (6 months)

Resolved 30-34 customer complaints and inquiries daily for the Amazon.co.uk eCommerce platform, covering order processing, payments, and navigation support. Achieved a 95% satisfaction rate via live chat and email.

Email Support Live Chat Ecommerce Amazon Customer Satisfaction NPS Order Processing Payment Support

Customer Support Associate

EXLService.com India Pvt Ltd.

Dec 2014 - May 2016 (1 year 5 months)

Identified operational inefficiencies and proposed 7-9 process improvement ideas adopted at the organizational level. Resolved 36-40 customer complaints and queries daily for ScottishPower (UK utility account) via email, managing case records in SAP CRM.

Customer Support Email Support SAP CRM Process Improvement SLA Case Management ScottishPower