Harsh Chaudhary

At Teleperformance Global Business Pvt. Ltd., I handled complex technical escalations and customers at risk of leaving, achieving 95%+ CSAT. I also worked with operations and training teams to identify process gaps and improve team first-call resolution by 10%.

At Tech Mahindra Limited, on the Verizon Wireline account, I resolved Tier 2 home phone and internet router issues with an average resolution time under eight minutes. I maintained a 4.6/5 CSAT and reduced repeat contacts by 20% through root-cause analysis and self-service education.

I recommended suitable service plans and hardware upgrades based on customer needs, contributing to a 15% quarter-on-quarter rise in departmental revenue targets. I documented incidents and service requests while meeting SLAs with zero breaches.

I also trained and onboarded more than 20 advisors on products, CRM tools, and SLA standards. I’m looking to bring my technical support experience and customer relationships to the Customer Service Advisor 2 role at BT Group.