@arunkumarnath
Customer support operations lead at ISON Xperiences who handled 50+ tickets daily and maintained ~95% SLA compliance.
IndiaAt ISON Xperiences, I led service desk customer support operations handling 50+ tickets a day, with ~95% SLA compliance. I managed escalations end-to-end and handled escalations that reduced downtime by ~30%.
At HCL Tech, I led customer support operations and process improvements that reduced MTTR by ~30%. I’ve also worked on service desk implementation, ServiceNow CMDB and ITOM optimization, and monitoring and incident management automation.
Work history, roles, and key accomplishments
ISON Xperiences
Mar 2025 - Aug 2026 (1 year 5 months)
Led customer support operations with ~95% SLA compliance and managed escalations end-to-end, reducing downtime by ~30%. Implemented performance tracking improvements and drove process improvements across teams.
Led customer support operations and process improvements, reducing MTTR by ~30% and ensuring 95–98% accuracy. Managed escalations, coordinated with teams, and delivered high CSAT through efficient ticket resolution.
Simplilearn Pvt. Ltd.
Apr 2022 - Feb 2023 (10 months)
Partnered with clients and stakeholders to understand requirements and align with team to deliver. Conducted onboarding sessions, demos, and team meetings, and managed stakeholder communication to ensure timely resolution of concerns.
Kutumbh HR Care
Jun 2021 - Apr 2022 (10 months)
Collaborated with business stakeholders to align with business objectives and handled team to ensure smooth field operations. Supported UAT and validation to ensure successful delivery and business alignment.
Aegis Pvt. Ltd
Jan 2016 - Feb 2017 (1 year 1 month)
Acted as a bridge between account managers and ensured timely delivery of services. Resolved queries and escalations with strong ownership and logical decision making, reducing errors and rework.
TRX Technologies
Jan 2009 - Sep 2010 (1 year 8 months)
Managed daily service operational activities and enhanced collaboration with third-party service providers.
Degrees, certifications, and relevant coursework
Diploma, Computer Application
2017 - 2018
Completed a Diploma in Computer Application from 2017 to 2018.
Bachelor, Hospitality Management
2012 - 2017
Completed a Bachelor in Hospitality Management from 2012 to 2017.
Software and tools used professionally
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