Gopan M

I’m a Customer Support Specialist with nearly 6 years of experience in telecom customer support, focused on high-volume inbound voice support and consistently great customer experiences. I handle CRM ticket management, billing and payment support, complaint resolution, and customer retention across both remote and on-site environments.

In my recent role, I supported Airtel Mobile, Broadband, DTH, AirFiber, Airtel Black, IPTV, and Xcam customers. I resolved billing, waiver, prepaid/postpaid, and service requests using telecom CRM platforms, while managing high-priority escalations and mentoring new team members.

I also handled Vodafone Idea customer support fully remotely, managing mobile network and billing inquiries, SIM activation, MNP, prepaid/postpaid services, and collections. I documented and resolved issues using tools like Ameyo and X-Lite, maintaining high call volume and strong service quality.

My results reflect my approach: I’ve achieved a 96% QA score, NPS of 90%+, 100% attendance, and ranked among top performers with retention incentive outcomes. I’m also certified in HubSpot (Sales Hub and Software) and comfortable combining customer support with technical troubleshooting, upselling, and SLA compliance.