Open to opportunities

Manish Agrawal

@manishagrawal1

Customer support specialist at Vodafone India Services resolving complex network, billing, and account issues for Vodafone UK customers.

India

Message

At Vodafone India Services Pvt. Ltd., I deliver live chat support to Vodafone UK customers, resolving complex network, digital billing, and account inquiries. I troubleshoot issues to support strong FCR and CSAT scores and analyze recurring problems to help reduce repeat contacts.

At TTEC India Customer Solutions Pvt. Ltd., I mentored and coached chat and email advisors across 4+ new-hire batches, achieving 100% successful OJT graduation. I also served as a floor escalation resource, conducting interaction audits, one-on-one coaching, and refresher modules.

Experience

Work history, roles, and key accomplishments

Current

Senior Executive – Customer Support (WFH)

Current

Vodafone India Services Pvt. Ltd.

Dec 2023 - Present (2 years 11 months)

Deliver specialized live chat support to Vodafone UK customers, diagnosing and resolving complex network, digital billing, and account inquiries. Drive superior First Contact Resolution (FCR) and CSAT scores by executing structured technical troubleshooting within target SLAs.

Live Chat Technical Troubleshooting CSAT FCR SLA Management Telecom Operations Billing Resolution Customer Retention

Service Delivery Specialist (Team Coach) – WFH

TTEC India Customer Solutions Pvt. Ltd.

Jun 2021 - Mar 2023 (1 year 9 months)

Mentored, coached, and certified frontline chat and email advisors across 4+ new-hire batches, achieving 100% successful OJT graduation. Acted as primary floor escalation resource, conducting interaction audits, 1-on-1 coaching, and refresher modules to optimize team KPIs.

Team Coaching Mentorship On The Job Training Escalation Management Quality Audits Performance Dashboards KPI Optimization Communication Skills

Customer Experience Specialist

Etech Global Services

Jun 2020 - Dec 2020 (6 months)

Managed inbound digital chat interactions regarding order processing, account adjustments, and service cancellations. Investigated billing disputes and processed authorized adjustments, refunds, and credits with strict procedural accuracy.

Live Chat Order Processing Account Management Billing Disputes Refunds Crédits Procedural Compliance

Chat Associate

TTEC India Customer Solutions Pvt. Ltd.

Nov 2018 - Feb 2020 (1 year 3 months)

Provided live chat assistance on policies, product details, and return requests with swift, accurate resolution. Investigated disputed Item Not Received (INR) cases and reverse logistics issues to minimize revenue leakage.

Live Chat Policy Knowledge Product Knowledge Returns Management Transaction Dispute Investigation Reverse Logistics Revenue Leakage Prevention