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Nitin Karanjkar

@nitinkaranjkar1

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Customer support and troubleshooting specialist delivering fast, empathetic service for US/UK clients.

India

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What I'm looking for

I’m looking for a customer support role where I can own email/chat resolution, meet SLAs, reduce escalations, and collaborate across teams—while continuing to grow as a senior problem-solver in a supportive, performance-focused environment.

I’m a customer service professional with 13+ years in ITES/BPO and 11+ years in IT, supporting US and UK clients through email and chat. I focus on query resolution, first-level troubleshooting, issue escalation, and SLA compliance to keep service reliable at high volume.

In my recent role at Arrivia Vacations India Pvt Ltd, I handled high-volume T-Mobile hotel, car rental, and flight booking inquiries with an average response time of under 1 minute and maintained 90% customer satisfaction. I reduced escalations by resolving issues at the first point of contact, multitasking across many active chat conversations, and keeping a consistently professional, empathetic tone. I also mentored new employees and helped them adapt quickly, supporting smooth onboarding and team performance.

Previously at Powerweave Software Solutions Ltd, I supported PCNA products for USA customers via email using advanced first-level diagnosis and structured escalation when needed. Earlier roles included sales chat support for Sky products, after-sales desktop/laptop AMC support via phone and email, and UK insurance customer service through callbacks and written issue-resolution—strengthening my ability to interpret customer needs, coordinate with engineering/vendors, and deliver timely, accurate outcomes.

Experience

Work history, roles, and key accomplishments

Chat Support Representative

Arrivia Vacations India Pvt Ltd

Jan 2024 - Mar 2025 (1 year 2 months)

Handled high-volume T-Mobile hotel, car rental, and flight booking inquiries via live chat, maintaining an average response time under 1 minute and 90% customer satisfaction. Resolved issues at first point of contact, reduced escalations, and mentored new hires during onboarding.

Live Chat Support Escalation Management Customer Satisfaction Multitasking

Sr. Customer Support Executive

Powerweave Software Solutions Ltd

Sep 2019 - Dec 2023 (4 years 3 months)

Provided USA customer support for PCNA products via email, performing advanced first-level diagnosis and escalating issues per established procedures. Ensured timely, accurate resolution while maintaining positive relationships with existing and new customers.

Troubleshooting Escalation Management Customer Relationship Management PCNA Products Support

Senior Customer Support Executive

FirstSource Solutions Ltd

Oct 2014 - May 2018 (3 years 7 months)

Supported Sky TV/Talk/Broadband customers through sales chats by building prospect relationships and recommending solutions. Identified business opportunities and evaluated sales options while maintaining client relationships.

Product Recommendations Sky Products Support Customer Relationship Management Opportunity Identification Escalation Handling

Senior Customer Support Executive

Surya Enterprises

Sep 2011 - Sep 2014 (3 years)

Delivered after-sales support for desktop/laptop AMC via phone and email, translating customer needs into effective solutions. Assigned work orders, dispatched technicians, coordinated with engineering and outside vendors, and processed vendor billings for payment.

Work Order Management Desktop Laptop AMC Support Engineering Coordination Vendor coordination

Senior Insurance Executive

Prudential Process Management Services

Apr 2007 - Aug 2011 (4 years 4 months)

Handled UK customer service for Prudential insurance products and annuities via callbacks and written letters. Completed advanced first-level diagnosis, escalated issues per defined processes, and ensured timely, accurate query resolution.

UK Insurance Customer Service Callbacks Letters Escalations Customer Relationship Management

Customer Support Associate

ShreeSai Electronics

Jan 1999 - Mar 2007 (8 years 2 months)

Provided customer support for computer peripherals and electronic components by receiving inquiries, assigning work orders, and dispatching technicians. Managed inventory, communicated via phone/email, coordinated vendor services, and supported daily engineering updates and vendor billing processing.

Customer Support Inventory Management Work Orders