Open to opportunities

Chandan Soni

@chandansoni1

Customer Support Advisor with 4+ years in international voice processes, delivering high CSAT through fast issue resolution.

India

Message

What I'm looking for

I’m looking for a customer support role where I can own end-to-end issue resolution for international clients, maintain high CSAT/FCR, and collaborate with technical teams to improve SLAs—while growing my communication, troubleshooting, and escalation skills.

I’m a Customer Support Advisor with 4+ years of experience in international voice processes, focused on delivering high-quality service for global clients. I handle inbound/outbound calls and resolve billing, technical, and service requests while keeping performance aligned to SLAs and quality benchmarks.

In my roles, I’ve managed 70–100 customer interactions daily, maintained CSAT above 90%, and improved First Call Resolution to reduce repeat contacts. I’m comfortable troubleshooting telecom connectivity and device configuration steps, coordinating with technical and backend teams, and managing escalations professionally to protect customer retention.

I also prioritize operational efficiency—optimizing call flow to reduce AHT, documenting interactions accurately in CRM/ticketing tools, and mentoring new hires. I’m recognized for handling high-priority escalations and for consistent top-performer results.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Advisor

Current

Onecom India Pvt. Ltd.

Jan 2026 - Present (3 months)

Handled 70–100 inbound calls daily for international customers, resolving billing, technical, and service requests within SLAs. Maintained CSAT above 90%, reduced AHT by optimizing call flow, and coordinated with technical/backend teams to resolve escalations faster.

International Voice Support Inbound Calls Billing Support Technical Troubleshooting CSAT & AHT Optimization Escalation Management

Associate

British Telecom

Apr 2022 - Aug 2025 (3 years 4 months)

Provided telecom customer support for broadband, fiber, mobile, and VoIP for international clients, handling 70–100 daily calls/chats. Achieved high First Call Resolution and maintained CSAT above 90% by resolving connectivity and configuration issues through structured troubleshooting and effective escalations.

Network Troubleshooting Service Activation Deactivation First Call Resolution (FCR)Escalation Management

Advisor

Concentrix

Sep 2020 - Sep 2021 (1 year)

Delivered voice support to international clients, supporting account management, product inquiries, and complaints while driving FCR and NPS improvements. Followed compliance and data security protocols and identified recurring issues to suggest process improvements.

International Voice Support Account Management Complaints Handling First Call Resolution (FCR)NPS Recurring Issue Identification Process Improvement Active Listening