Aditya Bajpai
@adityabajpai
I resolve complex customer escalations and improve support operations for high-value SaaS and platform customers.
IndiaWhat I'm looking for
At Amazon, I've managed 50+ high-value customer accounts while maintaining CSAT above 95% quarter over quarter. I reduce resolution time by identifying workflow bottlenecks and partnering with operations, technology, and product teams.
I've handled complex escalations across phone, email, and chat, achieving an 88% first-contact resolution rate and full SLA compliance. My root-cause analysis and process updates have reduced repeat contacts and escalation volume.
Earlier at Teleperformance supporting Yahoo Small Business, I provided Tier-2 technical support for premium SMB merchants, resolving e-commerce configuration, payment gateway, DNS, hosting, and business email issues. I also created team-adopted knowledge-base articles that reduced technical-query handle time.
My engineering background in instrumentation, PLC/SCADA, and DCS helps me troubleshoot technical platform issues deeply. I'm available for fully remote customer support roles serving US customers during EST or PST overlap hours.
Experience
Work history, roles, and key accomplishments
Managed a portfolio of 50+ high-value customer accounts, maintaining CSAT above 95% and reducing case resolution time by 20%. Handled 30-40 complex escalations weekly with an 88% first-contact resolution rate.
Triaged and resolved 40-50 escalated complaints daily, reducing escalation turnaround time by 25% and repeat escalation volume by 18%. Mentored 3 junior associates, improving their FCR rates from 70% to 85%.
Handled 60-80 customer interactions daily across phone, email, and chat, maintaining an average CSAT of 4.6/5.0. Achieved Top Performer recognition for 4 consecutive quarters and trained 5 new hires.
Delivered Tier-2 technical support to 500+ SMB merchants on Yahoo Merchant Solutions, resolving 85%+ issues at first contact. Created 12+ knowledge base articles, reducing average handle time by 10 minutes.
Supported 100+ customers daily on web hosting, business email, and local works plans, maintaining a quality score of 93%. Provided detailed documentation and accurate first-time resolutions.
Assistant Manager – Engineering & Maintenance
Advanced Fluorine Technologies Pvt. Ltd.
Nov 2013 - Apr 2014 (5 months)
Reduced plant downtime by 15% through proactive maintenance scheduling and inventory optimization. Designed and delivered technical training for a team of 8, improving task completion efficiency by 20%.
Instrumentation Manager
EOC Polymer India Pvt. Ltd.
May 2013 - Oct 2013 (5 months)
Managed calibration and PLC-SCADA integration across 20+ plant instruments, ensuring 99.5% uptime.
Project Engineer
Microverse Automation Pvt. Ltd.
Mar 2011 - May 2013 (2 years 2 months)
Delivered 6+ end-to-end DCS and SCADA projects on time and within budget for manufacturing clients across India.
Education
Degrees, certifications, and relevant coursework
Medi-Caps University
Bachelor of Engineering, Instrumentation and Control
Bachelor of Engineering in Instrumentation and Control from Medi-Caps University, Indore, Madhya Pradesh, completed in 2009.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Aditya?
You can contact Aditya and 90k+ other talented remote workers on Himalayas.
Message AdityaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
