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Abhishek Rai

@abhishekrai3

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Customer Support Executive (L2) focused on complaint resolution, troubleshooting, and customer satisfaction.

India

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What I'm looking for

I’m seeking an entry level job in a dedicated firm where I can support growth, customer satisfaction, and “People Building Partnership,” while using my experience in complaint handling, documentation, and network troubleshooting to deliver reliable outcomes.

I’m a Customer Support Executive (L2 level) with hands-on experience across telecom operations, alarm monitoring, and customer-facing troubleshooting. I’m currently working in Vipri Engineering Enterprises in Partner payroll for Vodafone Idea Ltd., where I focus on delivering consistent first call resolutions (FCR) that improve customer satisfaction.

Previously, I worked in Secured Security Solution Pvt Ltd in Partner payroll for Vodafone Idea Ltd. as a Customer Support Executive (L2 level), and earlier I supported network operations through roles like Alarm Monitoring Engineer (OMCR) and O&M Engineer at Idea Cellular Limited. Across these roles, I developed a disciplined approach to handling escalations, minimizing downtime, and keeping operations stable.

My day-to-day responsibilities include complaint management, maintaining accurate records of customer interactions and details in MS Excel, and identifying priority issues to escalate to the right departments. I also help customers resolve network problems by assisting with signal issues, data connectivity, 4G/5G settings, and APN configurations—so customers get practical, timely outcomes.

I bring strong communication and customer empathy through active listening, conflict resolution, time management, and adaptability. Along with my work experience, I completed a B.E. (Electronics & Communication) and strengthened my technical foundation through Matlab training and a microprocessor-based project involving pen drive to pen drive data transfer without a PC.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Executive

Current

Vipri Engineering Enterprises

Dec 2022 - Present (3 years 6 months)

Provided L2 customer support for Vodafone Idea through complaint escalation and first-call resolution to improve customer satisfaction. Troubleshot signal and data connectivity issues, including 4G/5G settings and APN configuration, while maintaining interaction records in MS Excel.

Complaint Management First Call Resolution (FCR)Escalation Handling Network Troubleshooting 4G 5G Settings MS Excel

O&M Engineer

Aspire Vision Pvt Ltd

Worked as an O&M Engineer for Idea Cellular in the NMC department, supporting day-to-day operations and monitoring activities in Indore. Coordinated issue handling and escalation to maintain operational continuity for the assigned network functions.

Network Operations O&M Monitoring Escalations Documentation Wireless Cellular Systems Knowledge Time Management

Alarm Monitoring Engineer

Atc India Tower Corporation Pvt Ltd

Handled alarm monitoring and operational support for OMCR sites posted at Idea Cellular Limited in Indore. Escalated critical issues to relevant departments and supported troubleshooting to reduce network downtime.

OMCR Monitoring Incident Escalation Fault Finding Wireless Network Support Network Troubleshooting Documentation In MS Excel Operational Support

Alarm Monitoring Engineer

Idea Cellular Infrastructure Services

Worked as an Alarm Monitoring Engineer (OMCR), supporting ongoing network operations and monitoring activities for Idea Cellular across the Madhya Pradesh & Chhattisgarh circle. Performed fault-finding and ensured timely escalation of priority issues to minimize downtime.

OMCR Monitoring Fault Finding Network Operations Incident Escalation Documentation In MS Excel Troubleshooting

Education

Degrees, certifications, and relevant coursework

Chameli Devi School of Engineering

Bachelor of Engineering, Electronics & Communication

Grade: 5.86 CGPA

Activities and societies: Final-year project on pen-drive to pen-drive data transfer without using a PC using microprocessors (team of 3).

Earned a B.E. in Electronics & Communication from RGPV, Bhopal. Completed coursework including communications and signal processing topics and a final-year project on pen-drive to pen-drive data transfer using microprocessors.