Sai Keole
@saikeole
Customer Support Associate delivering high-KPI voice support and data-driven reporting for UK and US customers.
IndiaWhat I'm looking for
I’m a Customer Support Associate with 1.8 years of experience handling inbound voice processes and owning end-to-end customer support for UK-based clients. I focus on resolving technical and service-related issues quickly while staying aligned with SLA timelines and service standards.
At Wipro, I delivered strong performance across KPIs, including 95% First Call Resolution (FCR) and CSAT scores above 90%, while maintaining accurate reporting through data handling and CRM-based communication. I also supported process optimization by tracking outcomes, handling engineer data queues in Citrix Workspace (Data Queue and ONT Queue), and managing customer relationship escalations.
Most recently, as a Customer Support Executive at TechMahindra, I handled US shift inbound customer interactions for sales and support through calls and chat. I assisted with product inquiries, resolved issues, supported service requests in English/Hindi/Marathi, and identified upselling opportunities—while collaborating with internal teams to improve escalations and the overall customer experience.
Experience
Work history, roles, and key accomplishments
Supported US shift inbound customer interactions for sales and support processes via calls and chat. Assisted with product inquiries and issue resolution, maintained accurate customer records, ensured SLA compliance, and provided sales recommendations and upselling opportunities while meeting KPIs such as CSAT, quality score, and resolution time.
Delivered end-to-end inbound voice customer support for UK-based clients, resolving technical and service-related issues. Managed engineer data queues via Citrix Workspace and handled escalations through CRM while maintaining KPIs including 95% first call resolution and CSAT above 90% with SLA adherence.
Education
Degrees, certifications, and relevant coursework
NMIMS
Master of Business Administration (MBA), Business Administration
2021 - 2023
Completed an MBA at NMIMS from May 2021 to July 2023.
Shri Brijlal Biyani Science College
Bachelor of Commerce (BCom), Commerce
2016 - 2018
Earned a Bachelor of Commerce (BCom) from Shri Brijlal Biyani Science College in 2016–2018.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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