Akash Nair

I’m a Customer Support Specialist with 3+ years of experience delivering fast, accurate, and friendly service across telecom, logistics, and enterprise IT environments. I’m known for managing high-volume customer interactions while resolving issues efficiently and maintaining strong satisfaction scores.

In my current role as an Import/Export Customer Support Agent (Worldwide Flight Services, WFS), I deliver accurate shipment updates and delivery timelines to customers and airline partners. I monitor tracking systems proactively, verify and process import/export paperwork and records, and coordinate with internal teams to minimize delays while keeping cargo operations running smoothly.

Previously, as a Customer & Technical Support Specialist (Joules to Watts / Accenture / Virgin Media O2), I supported customers across phone, chat, and remote channels with 60+ interactions daily. I achieved a 92% CSAT score by guiding customers step-by-step through service and connectivity troubleshooting, and I logged interactions in Salesforce CRM to ensure accurate records and smooth handoffs.

Earlier, as an IT Support Analyst (DXC Technology / Prudential Financial), I provided Level 2 support under SLA deadlines and managed ServiceNow tickets from intake through resolution. I communicate technical updates in clear, non-technical language, help users with onboarding and system access, and stay focused on documentation, SLA compliance, and data integrity.