Looking for a job

Dillon Franco

@dillonfranco

Customer support and operations professional at Careernet Technologies Pvt. Ltd., resolving complex account and billing cases for Iron Mountain Services Pvt. Ltd.

India

Message

At Careernet Technologies Pvt. Ltd., I handled customer account closures for Iron Mountain Services Pvt. Ltd., including billing reconciliation and service inventory coordination. I also resolved complex non-voice cases and maintained accurate account records in line with service and quality objectives.

At LTIMindtree, I supported Microsoft Azure billing customers with subscription, payment, and account issues. I also assisted with Azure Reservations, Virtual Machines, and Virtual Networks.

At GetixHealth India Pvt. Ltd., I supported Revenue Cycle Management operations and handled customer escalations and inquiries involving insurance, HIPAA compliance, and claims. I also conducted call audits and monitored quality and performance metrics.

Earlier, at Concentrix Daksh India Pvt. Ltd. and Firstsource Solutions Ltd., I provided customer and technical support for internet, TV, and network services. My work included troubleshooting routers and connectivity issues, as well as assisting with billing and installation queries.

Experience

Work history, roles, and key accomplishments

Senior Associate

Careernet Technologies Pvt. Ltd.

Nov 2025 - Jun 2026 (7 months)

Managed customer account closure activities, including billing reconciliation and service inventory coordination. Handled customer requests and complex cases through non-voice channels, ensuring timely resolution and adherence to service-level and quality objectives.

Salesforce IMconnect Portal SKP Google Meet GChat Customer Support Case Management Billing Reconciliation Process Compliance SLA Management Quality Management

Senior Associate

Careernet Technologies Pvt. Ltd.

Nov 2025 - Jun 2026 (7 months)

Salesforce IMconnect Portal SKP Google Meet GChat Customer Support Case Management Billing Reconciliation Process Compliance SLA Management Quality Management Cross Functional Collaboration

Senior Engineer – Cloud & Infrastructure Management

LTIMindtree

Aug 2024 - Jul 2025 (11 months)

Supported Microsoft Azure billing customers by resolving subscription, account, and payment-related issues. Managed Azure Reservations, created and configured Azure customer accounts, and assisted with Azure Virtual Machines and Virtual Networks.

Azure Azure Billing Azure Reservations Azure Virtual Machines Azure Virtual Networks Account Management Customer Support Troubleshooting Microsoft DFM EUDFM Microsoft Office Outlook Microsoft Teams Cmats CST

Senior Engineer – Cloud & Infrastructure Management

LTIMindtree

Aug 2024 - Jul 2025 (11 months)

Supported Microsoft Azure billing customers by resolving subscription, account, and payment-related issues. Troubleshot Azure subscription and billing concerns, managed Azure Reservations, and assisted with account modifications and user access.

Azure Azure Billing Azure Reservations Virtual Machines Virtual Networks Account Management Customer Support Troubleshooting Microsoft DFM EUDFM Microsoft Office Outlook Microsoft Teams Cmats CST

Senior Associate

GetixHealth India Pvt. Ltd.

Sep 2022 - May 2024 (1 year 8 months)

Managed and resolved customer escalations, ensuring timely and effective issue resolution. Supported Revenue Cycle Management processes and assisted customers with insurance, HIPAA compliance, Prior Authorization, Benefits, and Claims inquiries.

Revenue Cycle Management Insurance HIPAA compliance Prior Authorizations Benefits Claims Escalation Handling Quality Management SLA Compliance Call Audits Workforce Management

Senior Associate

GetixHealth India Pvt. Ltd.

Sep 2022 - May 2024 (1 year 8 months)

Managed and resolved customer escalations, ensuring timely and effective issue resolution. Supported Revenue Cycle Management (RCM) processes and customer-related operations, including insurance, HIPAA compliance, Prior Authorization, Benefits, and Claims inquiries.

Revenue Cycle Management HIPAA compliance Prior Authorizations Benefits Administration Claims Management Escalation Handling Quality Assurance Call Auditing Workforce Management SLA Management

Representative Operations Advisor

Concentrix Daksh India Pvt. Ltd.

Aug 2020 - Sep 2022 (2 years 1 month)

Configured and troubleshot routers, including PPPoE and DMZ setup, and resolved Wi-Fi connectivity issues. Provided technical support for internet packages, domain registration, virtual email services, and hardware issues.

Router Configuration PPPOE DMZ Port Forwarding Wi Fi Troubleshooting Domain Management Email LAN Troubleshooting hardware troubleshooting Customer Support

Representative Operations Advisor

Concentrix Daksh India Pvt. Ltd.

Aug 2020 - Sep 2022 (2 years 1 month)

Configured and troubleshot routers, including PPPoE and DMZ setup, and resolved Wi-Fi connectivity and performance issues. Provided technical support for internet packages, plans, and connectivity issues, and diagnosed hardware issues.

Router Configuration PPPOE DMZ Port Forwarding Wi Fi Troubleshooting Domain Registration Virtual Mail Services LAN Troubleshooting hardware troubleshooting Customer Support

Customer Support Advisor

Firstsource Solutions Ltd.

Jul 2019 - Jun 2020 (11 months)

Provided email support to customers, resolving service-related queries and issues. Assisted with internet and TV support, billing inquiries, installation coordination, and router/modem troubleshooting.

Email Support Internet Support TV Support Billing Support Installation Support Router Modem Troubleshooting Modem Troubleshooting Customer Service

Customer Support Advisor

Firstsource Solutions Ltd.

Jul 2019 - Jun 2020 (11 months)

Provided email support to customers, resolving service-related queries and issues. Assisted with internet and TV support, billing support, and installation coordination, and troubleshot routers and modems.

Email Support Internet Support TV Support Billing Support Installation Coordination Router Modem Troubleshooting Modem Troubleshooting Customer Service