Open to opportunities

Ajith Frank

@ajithfrank

Message

Senior customer support representative driving excellent client outcomes.

India

Message

What I'm looking for

I am seeking a customer-focused role where I can resolve complex issues, mentor teams, drive upsell opportunities, and grow into leadership while working in a collaborative, process-driven environment.

I am a results-oriented Senior Customer Support Representative with hands-on experience in inbound support, escalation management, HR support, recruitment, and sales across BPO and international environments. I consistently resolve complex customer issues, collaborate with cross-functional teams, and identify upsell opportunities to drive business growth and improve service metrics.

My background includes roles at Accenture Solutions, TeamLease projects, Tata Consultancy Services, and international customer-facing positions in the UAE, where I trained teams, established procedures to reduce recurring problems, and managed sensitive information with confidentiality and compliance.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Representative

Current

Accenture Solutions Pvt. Ltd.

Jan 2024 - Present (2 years 1 month)

Handles inbound calls, emails, and chats to resolve customer queries, billing issues, and technical concerns; identifies upsell opportunities and collaborates with Finance and Technical Support to meet SLAs.

Customer Support Inbound Calls Billing Upselling SLA Management Cross Functional Collaboration CRM Tools

HR Support

Tata Consultancy Services Limited

Sep 2023 - Nov 2023 (2 months)

Supported employee engagement initiatives, handled benefits and payroll inquiries, managed confidential HR documentation, and coordinated background/reference checks to ensure policy compliance.

HR Support Employee Engagement Benefits Administration Payroll Documentation Management Background Checks Compliance Confidentiality

Customer Escalation Specialist

Team Lease (Accenture – Virgin Media)

Dec 2022 - Mar 2023 (3 months)

Researched and resolved complex technical escalations, developed procedures to prevent recurring issues, and implemented compliance tracking systems to improve service outcomes.

Escalation Management Technical Troubleshooting Process Improvement Compliance Root Cause Analysis Documentation

HR Recruiter

Team Lease (Accenture – UPS Project)

May 2022 - Dec 2022 (7 months)

Conducted telephonic interviews, screened and shortlisted candidates, verified documentation, and supported candidates through onboarding until their first day of work.

Recruitment Telephonic Interviewing Onboarding

Customer Relationship Executive

Prime Express International Courier LLC

May 2020 - Feb 2022 (1 year 9 months)

Managed customer queries, complaints, transactions, and returns; trained interns and supported the CSR team to improve service delivery and sales performance.

Customer Service Sales Support Complaint Resolution Training Team Leadership CRM

Assistant Administrator

Intelligent Partners Education Consultant

Nov 2019 - Apr 2020 (5 months)

Assisted senior counselors with admissions processes, managed application data and lead generation, and coordinated between students and universities across UK, US, Canada, and Ireland.

Data Management Lead Generation Research