Mukul Chawla
@mukulchawla
Customer Support and Technical Support Specialist improving CSAT and FCR.
IndiaWhat I'm looking for
I am a Customer Support & Technical Support Specialist with 3+ years supporting global customers across chat, voice, and social channels. I have proven expertise in Apple technical troubleshooting, CRM-based ticket management, escalation handling, and offshore mentoring for Canada, consistently improving CSAT, First Contact Resolution, and SLA adherence.
I have handled high volumes of interactions while diagnosing complex hardware and software issues, supported quality audits and compliance, and used tools like GDS systems (Amadeus, Galileo) and remote troubleshooting platforms. I am seeking roles in SaaS Support, Customer Success, or Technical Support where I can apply my process-driven approach and mentoring experience to drive customer satisfaction and operational excellence.
Experience
Work history, roles, and key accomplishments
Technical Support Specialist
Teleperformance
Oct 2024 - Feb 2026 (1 year 4 months)
Provided end-to-end Apple technical support via chat and voice, handling 40–50+ interactions per shift while maintaining high CSAT, low AHT, and strong First Contact Resolution; delivered real-time mentoring to Canada advisors and supported quality audits.
Senior Representative
Concentrix
Mar 2022 - Jun 2023 (1 year 3 months)
Managed high-priority social media escalations for MakeMyTrip, resolving bookings, cancellations, refunds and service disruptions while ensuring SLA adherence and customer retention.
Assistance Coordinator
Allianz Partners
Feb 2019 - Mar 2020 (1 year 1 month)
Provided voice-based assistance for Ford vehicle-related queries in the US market, documenting interactions in CRM and delivering timely solutions meeting quality and compliance standards.
Education
Degrees, certifications, and relevant coursework
Jannayak Chaudhary Devi Lal University
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce degree at Jannayak Chaudhary Devi Lal University in Sirsa.
Government Model Senior Sanskriti School, Sirsa
Senior Secondary, General Secondary Education
Completed Senior Secondary schooling at Government Model Senior Sanskriti School in Sirsa.
RKP Nehru Park School, Sirsa
Secondary, General Secondary Education
Completed Secondary schooling at RKP Nehru Park School in Sirsa.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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