Looking for a job

Oliver Davis

@oliverdavis

Customer Success and Product Support at NCR Eduservices, resolving technical queries for the Trinity College of London program.

India

Message

What I'm looking for

I’m actively building toward remote Customer Success and Product Support roles with global SaaS teams.

At NCR Eduservices, I support the Trinity College of London program through Freshdesk- and Zendesk-based service desk, email, and live chat channels. I manage tickets from triage through diagnosis and resolution, maintain SLA compliance, and work with technical and operations teams on critical system issues.

Previously, I supported customers across fintech, telecom, EdTech, and banking. At Coforge Ltd, supporting Al Fardan Exchange, I maintained a 95% CSAT score while resolving escalated tickets and guiding front-line agents through complex cases. I’m HubSpot Service Hub Certified and am actively building toward remote Customer Success and Product Support roles with global SaaS teams.

Experience

Work history, roles, and key accomplishments

Current

Global Support Associate

Current

NCR Eduservices

Jan 2026 - Present (8 months)

Delivers Freshdesk- and Zendesk-based service desk, email, and live chat support for the Trinity College of London program, resolving technical and administrative queries for an international user base. Owns the end-to-end ticket lifecycle, maintaining SLA compliance and driving First Call Resolution.

Freshdesk Zendesk Service Desk Email Support Live Chat Ticket Lifecycle Management SLA Compliance First Call Resolution Escalation Management

Senior Executive

Coforge Ltd

Jul 2025 - Dec 2025 (5 months)

Managed 30+ daily multi-channel customer interactions for a financial services client, resolving account and financial transaction queries. Sustained a 95% CSAT score while resolving 100+ escalated tickets monthly and produced queue reports to inform coaching.

CRM helpdesk systems Multichannel Support CSAT Optimization Escalation Management Reporting Agent Coaching

Subject Matter Expert (SME)

Vawerensol LLP

Nov 2023 - Jul 2025 (1 year 8 months)

Owned 15+ high-priority escalations daily across omnichannel support streams, running root cause analysis to implement long-term corrective actions. Maintained a 95% CSAT score while resolving 100+ complex disputes per month and compiled productivity reports for leadership.

Omni Channel Support Escalation Management Root Cause Analysis CSAT Optimization Quality Assurance Reporting Process Improvement

Senior Customer Support Executive

TELUS International

Jul 2023 - Nov 2023 (4 months)

Resolved technical troubleshooting and billing issues for home security, landline, TV, and Wi-Fi customers using enterprise CRM tools. Drove incremental revenue through cross-sell and upsell strategies, averaging 5+ product conversions daily.

CRM Technical Troubleshooting Billing Support Cross Selling Upselling First Call Resolution CSAT

Senior Customer Support Executive

Accenture

Apr 2022 - Dec 2022 (8 months)

Supported 50+ daily fintech interactions via live chat and voice, resolving payment failures, refund disputes, and account verification issues while maintaining full data confidentiality. Identified and logged recurring app bugs to inform product optimizations.

Fintech Support Live Chat Voice support Payment Disputes Data Confidentiality Ticketing Systems Bug Reporting

Senior Customer Support Executive

iEnergizer

Sep 2019 - Apr 2022 (2 years 7 months)

Handled 80+ daily inbound calls covering credit card transactions, account servicing, and fraud inquiries under strict U.S. banking compliance standards. Executed targeted retention strategies on high-risk account closures, lowering customer churn.

Inbound Calls Credit Card Support Fraud Inquiries Banking Compliance Customer Retention Churn Reduction