Sauvick Nath

Delivered 83% First Day Resolution (FDR), 95%+ SLA compliance, and a 4.7 VoC score while improving resolution speed and customer experience. Led 24/7 support coverage, streamlined daily intake of ~80 new cases to keep backlog under 400, and served as an on-call escalation point for critical issues.

Built and maintained operational dashboards tracking FDR, call drop rates, intake-to-closure velocity, and backlog trends to provide data-driven guidance to leadership. Managed complex technical escalations, supported achievement of 83% FDR through coaching, and improved quality via monthly call audits and feedback loops.

Resolved cases end-to-end in ServiceNow with accurate ticket creation, triage, and SLA-based outcomes, achieving 90%+ SLA compliance while handling ~15 cases per day. Strengthened documentation quality and queue management during high-volume periods to reduce rework and improve resolution confidence.

Managed New Business Need (NBN) workflows for Telstra customers during major infrastructure transitions. Oversaw quality performance for 50 advisors across 2 teams, conducted call/data audits with coaching, and performed RCA on customer feedback to improve NPS outcomes.

Provided customer service and basic troubleshooting for UK telecom customers and handled escalated queries with floor support. Acted as Team Leader during supervisor absence, managing daily targets and workflow execution.

Handled customer queries for UK National Railways with high accuracy and professionalism, managing escalations and delivering service recovery in challenging cases. Supported team members with process clarifications and issue resolution.

Generated new business and expanded client base through consultative selling of advertising solutions. Delivered presentations to educate clients and support sales growth.