Mohammad Asim
@mohammadasim1
L2 support professional handling premium-tier escalations with 96% CSAT and strong electronics/automation fundamentals.
IndiaWhat I'm looking for
I handle L2 escalations for Swiggy Black at Niftel Communication, resolving complex order, refund, and account-level issues beyond L1 scope while staying SLA-adherent and quality-focused.
I’ve been consistently top-rated on a high-expectation premium account, with 96% CSAT across escalated interactions. Before that, I supported high-volume inbound voice processes at Teleperformance while meeting CSAT and AHT targets.
Outside BPO, I managed restaurant operations end to end—staffing, vendors, daily targets, and real-time complaint resolution—and I bring engineering grounding from a B.Tech in Electronics & Instrumentation plus Industrial Automation training.
Experience
Work history, roles, and key accomplishments
L2 Support Agent
Niftel Communication Pvt. Ltd.
Apr 2026 - Present (4 months)
Handle L2 escalations for Swiggy Black, resolving complex order, refund, and account-level issues. Achieved 96% CSAT on a premium account.
Restaurant Manager
Play Cafe
Oct 2025 - Mar 2026 (5 months)
Managed end-to-end cafe operations including staffing, vendor coordination, and customer experience. Handled real-time complaint resolution.
Customer Support Agent
Teleperformance
Dec 2024 - Sep 2025 (9 months)
Handled 80-100 inbound calls per day while meeting CSAT and AHT targets. Supported onboarding of new agents on process knowledge and quality benchmarks.
Financial Advisor
Niftel Communication Pvt. Ltd.
Oct 2023 - Nov 2024 (1 year 1 month)
Delivered financial product advisory and customer support to clients across Uttar Pradesh. Handled escalations and retention calls, exceeding monthly targets.
CSA Agent
Techno Task Business Solutions Ltd.
Mar 2023 - Sep 2023 (6 months)
Provided voice-based customer service for Ajio's e-commerce platform including order tracking, returns, and grievance handling. Maintained process adherence and quality benchmarks.
Restaurant Manager
Father's Restaurant
Jan 2014 - Dec 2022 (8 years 11 months)
Independently managed complete restaurant operations for 6 years including staffing, procurement, finances, and customer service.
Education
Degrees, certifications, and relevant coursework
Integral University
Bachelor of Technology, Electronics & Instrumentation Engineering
Grade: 65.58%
B.Tech in Electronics & Instrumentation Engineering from Integral University, Lucknow with 65.58%.
Prolific System & Technologies Pvt. Ltd.
Post-Graduate Diploma, Industrial Automation
Post-Graduate Diploma in Industrial Automation from Prolific System & Technologies Pvt. Ltd.
Lucknow Public Collegiate
ISC (Class XII), General
Grade: 67.83%
Class XII (ISC) from Lucknow Public Collegiate, Lucknow with 67.83%.
Availability
Location
IndiaAuthorized to work in
Job categories
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