At Dell Technologies, I delivered technical support to enterprise customers through phone, chat, remote support, and ticketing platforms. I reduced escalations and repeat contacts by approximately 20% through root cause analysis, proactive communication, and customer follow-ups.
I monitored service KPIs including first contact resolution, handling time, ticket quality, customer satisfaction, and SLA compliance. I received 100+ positive CSAT responses in a single quarter and contributed to approximately 20% improvement in customer satisfaction scores.
I was selected as one of four members for Dell’s premier Chat Support Pilot Program. I also conducted coaching sessions and quality reviews, and used Microsoft Copilot and AI-enabled tools to streamline support processes.
At Teleperformance, supporting the Adobe account, I provided L1/L2 troubleshooting and handled high-priority escalations. I led onboarding and upskilling sessions, mentored advisors, and documented solutions and root cause analysis findings to support knowledge management.
