Open to opportunities

Satish Chetty

@satishchetty

Message

I resolve complex technical incidents and improve customer support performance.

South Africa

Message

What I'm looking for

I'm looking for a technical support or operations role where I can resolve complex user issues, improve service delivery, coach team members, and contribute to customer satisfaction and KPI performance.

At Concentrix, I manage high-volume Level 1, 2, and 3 technical incidents involving Currys Cloud services, proprietary software, and user hardware. I use structured triage and troubleshooting to drive first-call resolution and strong customer satisfaction.

I translate complex software and hardware steps for non-technical users while meeting KPIs, SLAs, and CSAT targets. I also mentor and onboard new team members on procedures, product knowledge, and service standards.

Previously, as Quality Assurance Manager at Ucovered Discovery, I evaluated 1,500 customer service calls, performed root-cause analysis, and developed solutions that increased customer satisfaction by 65%. I delivered coaching and training to 15 team members and used feedback data to improve the customer journey.

My background also includes fleet operations management and inbound call-centre support, where I improved productivity, supported process improvement, and maintained accurate customer data. I'm committed to practical problem-solving, reliable service delivery, and helping teams perform better.

Experience

Work history, roles, and key accomplishments

Current

Technical Advisor / Deputy Team Leader

Current

Concentrix

Jan 2023 - Present (3 years 8 months)

Managed a high-volume queue of Level 1, 2, and 3 technical incidents, performing triage and diagnosis for Currys Cloud services and user hardware. Achieved high First-Call Resolution rates and mentored new staff to boost team performance.

Technical Support Troubleshooting First Call Resolution Customer Service Mentor KPI Tracking SLA Management CSAT

Fleet Manager

TrillCom

Jan 2021 - Dec 2022 (1 year 11 months)

Supervised fleet maintenance, scheduling, and asset rotation to ensure operational readiness. Implemented safety protocols and managed vendor relationships, resulting in reduced costs and increased productivity.

Fleet Management Vendor Management Telematics Logistics

Quality Assurance Manager

Ucovered Discovery

Jan 2019 - Dec 2021 (2 years 11 months)

Analyzed customer service calls to conduct quality assurance evaluations and root cause analysis. Developed coaching programs and strategic solutions that increased customer satisfaction by 65%.

Quality Assurance Root Cause Analysis Coaching Training Customer Satisfaction Data Analysis

Call Center Agent (Inbound)

Link Market Services

Jan 2018 - Dec 2019 (1 year 11 months)

Handled inbound customer inquiries, accurately logging and categorizing issues. Focused on First-Contact Resolution and maintained data integrity within the proprietary system.

Customer Service Problem Solving Data Capture First Contact Resolutions