At SOFT POLYNOMIALS (INDIA) PRIVATE LIMITED (MKCL), I lead and mentor a team of 15 technical support professionals. I improved first-call resolution by 30% and reduced average handling time by 25%.
I manage customer escalations and worked with engineering teams to reduce critical incidents by 40% through process improvements. Effective escalation management helped achieve a 95% satisfaction rate.
At ActioHX, I provided L2/L3 support for a SaaS platform and troubleshot integration issues, API failures, and performance bottlenecks. I also developed automated monitoring with Python and shell scripting, reducing incident detection time by 60%.
