Akriti Mondal

I am an omnichannel support specialist and technical communicator with over two years' experience managing email, chat, and voice workflows in high-volume service desk environments. I consistently maintained 95–98% SLA compliance while handling 30–50 daily interactions and owning escalations for complex L2/L3 issues.

I combine technical troubleshooting with professional content-writing skills to drive First Contact Resolution (FCR) by creating clear knowledge-base documentation, FAQs, and support content. At Capgemini I reduced backlog and aging tickets, contributed to AHT reduction, and led knowledge-base updates that lowered repeat queries.

I am collaborative and coaching-focused, providing on-floor guidance for new joiners and supporting faster ramp-up. I seek roles where I can apply my customer-first mindset, problem-solving, and documentation strengths to improve support operations and customer outcomes.