# Oliver Davis

Oliver Davis is a remote worker on Himalayas, Global Support Associate at NCR Eduservices, based in India.

Source: https://himalayas.app/@oliverdavis

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 70k+ INR |
| Job categories | Customer Support Specialist, Customer Success Specialist, Product Support Specialist |
| Skills | Customer Success, Product Support, Customer Support, Omni Channel Support, Ticket Lifecycle Management, Escalation Management, Root Cause Analysis, Technical Troubleshooting, First Call Resolution, SLA Tracking, CSAT Optimization, Customer Retention, Service Desk Administration, CRM documentation, Reporting and Analytics |
| LinkedIn | https://linkedin.com/in/lakshay-dutt-tyagi-768781155 |

## What I'm looking for

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

## About

```text
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

### Global Support Associate (current)

NCR Eduservices. Jan 2026 - Present

```text
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.
```

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

### Senior Executive

[Coforge Ltd](https://himalayas.app/companies/coforge-marketing). Jul 2025 - Dec 2025

```text
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.
```

Skills: CRM, helpdesk-systems, Multichannel-Support, CSAT-Optimization, Escalation-Management, Reporting, Agent-Coaching

### Subject Matter Expert (SME)

Vawerensol LLP. Nov 2023 - Jul 2025

```text
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.
```

Skills: Omni-Channel-Support, Escalation-Management, Root-Cause-Analysis, CSAT-Optimization, Quality-Assurance, Reporting, Process-Improvement

### Senior Customer Support Executive

[TELUS International](https://himalayas.app/companies/telus-international-ai-inc). Jul 2023 - Nov 2023

```text
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.
```

Skills: CRM, Technical-Troubleshooting, Billing-Support, Cross-Selling, Upselling, First-Call-Resolution, CSAT

### Senior Customer Support Executive

[Accenture](https://himalayas.app/companies/accenture). Apr 2022 - Dec 2022

```text
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.
```

Skills: Fintech-Support, Live-Chat, Voice-support, Payment-Disputes, Data-Confidentiality, Ticketing-Systems, Bug-Reporting

### Senior Customer Support Executive

iEnergizer. Sep 2019 - Apr 2022

```text
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.
```

Skills: Inbound-Calls, Credit-Card-Support, Fraud-Inquiries, Banking-Compliance, Customer-Retention, Churn-Reduction

## Education

### Swami Vivekanand Subharti University

MBA, Finance and Marketing

```text
Pursued an MBA in Finance and Marketing, completing in 2025.
```

### Himalaya University

B.A., Arts

```text
Completed a Bachelor of Arts degree in 2019.
```

### National Institute of Open Schooling

Intermediate, Arts

```text
Completed Intermediate (Arts) in 2015.
```

## Tech stack

- Zendesk
- Google Workspace
- FreshDesk

To contact Oliver, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

## People also viewed

- [Aftab Alam](https://himalayas.app/@aftabalam2): Sr Operations Associate, ITPRENEURS TECHNOLOGY
- [Prasad Malladi](https://himalayas.app/@prasadmalladi): Senior Customer Support Representative, Harri
- [Sailesh Gupta](https://himalayas.app/@saileshgupta): Concierge & Customer Success Specialist, TaskHuman Technologies
- [Ankit Singh](https://himalayas.app/@ankitsingh21): Service Consultant, Insight Global
- [Aman Singh](https://himalayas.app/@amansingh16): Business Development Associate, NxtWave
- [Shaybal Roy](https://himalayas.app/@shaybalroy1): User Support Specialist, Impacthub Connect
- [Sohni Rajvaidya](https://himalayas.app/@sohnirajvaidya): Support Specialist, Labelbox
- [Dharini Vyas](https://himalayas.app/@dharinivyas): Customer Experience Specialist, Karat
- [Prashanth Mani](https://himalayas.app/@prashanthmani): Senior CX Subject Matter Expert, Within (formerly Klarity)
- [Lakshay Dutt Tyagi](https://himalayas.app/@lakshaydutttyagi): Global Support Associate, NCR Eduservices