Looking for a job

Abhishek Lal

@abhisheklal

Customer Support Specialist with 6+ years’ experience delivering first-contact resolution, high CSAT, and retention-focused support.

India

Message

What I'm looking for

I’m looking for a customer support role where I can own end-to-end support, deliver FCR, maintain SLA and CSAT, and use CRM/ticketing to resolve escalations fast—while contributing to retention, upselling, and continuous process improvement.

I’m a customer-focused professional with 6+ years of experience delivering exceptional customer service and support across B2B and B2C environments. I specialize in handling high-volume inbound and outbound interactions via phone, email, and chat with empathy and a first-contact resolution (FCR) mindset.

Across my roles, I’ve resolved complex queries, managed complaints and escalations, and maintained high CSAT scores and strong service KPIs. I proactively identify service gaps, track customer satisfaction through CRM tools, and ensure SLA adherence while protecting data compliance.

I also drive growth by spotting upselling and cross-selling opportunities during service interactions, improving both customer experience and revenue outcomes. In customer relations and client support work, I delivered end-to-end support for brand and media clients—strengthening repeat business through solutions-focused communication.

What energizes me most is combining process adherence with genuine problem-solving and active listening. I aim to bring consistent service excellence, confident escalation handling, and retention-first thinking to a team that values customer outcomes.

Experience

Work history, roles, and key accomplishments

Associate Business Manager

Crewtangle Llp

Apr 2025 - Mar 2026 (11 months)

Managed inbound and outbound customer interactions across phone, email, and chat, resolving queries, complaints, and escalations with a first-contact resolution (FCR) mindset. Maintained high CSAT using CRM-based tracking and identified upselling/cross-selling opportunities during service interactions to improve customer experience and revenue.

Customer Support Inbound & Outbound Customer Service First Contact Resolutions CSAT CRM Upselling

Client Support Manager

Adgully Network Private Limited

Mar 2024 - Feb 2025 (11 months)

Delivered end-to-end customer support for brand and media clients by resolving complaints, managing escalations, and maintaining high client satisfaction and repeat business. Tracked service KPIs and customer satisfaction metrics, reporting insights to continuously improve service quality and overall customer experience.

Customer Support Complaint Handling Escalation Management Client Relationship Management KPI Reporting Process Improvement

Senior Customer Support Associate

Radius Global Solutions

Dec 2021 - Aug 2023 (1 year 8 months)

Handled high-volume B2B customer service interactions via phone and email, resolving complex queries within SLA timelines with 100% data compliance. Provided empathetic, solutions-focused communication to resolve escalations and support long-term account retention.

B2B Customer Support Phone Support SLA Escalations Data Compliance Account Retention Active Listening

Customer Support Specialist

Sterling

Feb 2021 - Nov 2021 (9 months)

Managed customer service requests for US MNC clients with 98%+ accuracy and full SLA compliance across support deliverables. Ensured consistent execution of verification and support workflows while meeting performance requirements.

Customer Support Verification SLA client support Process Adherence

Customer Service Representative

Tech Mahindra 3G

Mar 2019 - Dec 2020 (1 year 9 months)

Handled high-volume inbound calls resolving billing, technical, and service queries with empathy and first-contact resolution. Consistently exceeded CSAT and retention targets through personalized support and upselling/cross-selling to improve customer outcomes.

Inbound Calls First Contact Resolutions Billing Support CSAT Customer Retention Upselling Conflict Resolution