Sandeep Prasad
@sandeepprasad
Customer-focused service desk specialist skilled in international voice and technical support.
IndiaWhat I'm looking for
I am a customer-focused service desk specialist with hands-on experience in international BPO voice processes and technical support for internet and Wi‑Fi issues. I have consistently met SLA and quality benchmarks while maintaining high CSAT scores and strong documentation practices.
In my recent role as a Service Desk Specialist supporting AT&T customers, I diagnosed and resolved modem and connectivity problems, followed troubleshooting SOPs, and escalated complex issues appropriately; I was recognized as Top Performer in January 2025. Prior roles include senior associate operations handling airline reservations with Amadeus and Farelogix, and phone banking responsibilities at a major bank.
I bring dependable call-handling, CRM and ticketing experience, and a track record of training and supporting new joiners. I seek to leverage my problem-solving and customer service skills to drive excellent user experiences and operational efficiency.
Experience
Work history, roles, and key accomplishments
Service Desk Specialist
Sutherland Global Services
Aug 2024 - Feb 2026 (1 year 6 months)
Provided inbound U.S. voice support for AT&T customers, diagnosing and resolving internet, Wi‑Fi, modem, and connectivity issues while meeting SLA and quality metrics and achieving high CSAT; recognized as Top Performer in Jan 2025.
Senior Associate, Operations
WNS Global Services
Dec 2022 - Jan 2024 (1 year 1 month)
Managed international voice and back‑office airline operations including reservations, ticketing, refunds, and reissues using Amadeus, Farelogix, and CRS while ensuring compliance with IATA rules.
Phone Banking Officer
ICICI Bank
Jan 2020 - Mar 2021 (1 year 2 months)
Handled inbound customer calls for insurance and credit card services, resolving queries within TAT and banking guidelines and supporting onboarding by training new joiners on product and process.
Education
Degrees, certifications, and relevant coursework
University of Mumbai
Bachelor of Science, Information Technology
Grade: CGPA: 8.14
Completed a Bachelor of Science in Information Technology with a CGPA of 8.14.
Maharashtra State Board
HSC, Science
Completed Higher Secondary Certificate (Science stream) under the Maharashtra State Board.
Central Board of Secondary Education
SSC, General
Completed Secondary School Certificate under the CBSE board.
Availability
Location
IndiaAuthorized to work in
Job categories
Interested in hiring Sandeep?
You can contact Sandeep and 90k+ other talented remote workers on Himalayas.
Message SandeepFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
