@shaikghouse
Customer Support professional at Tech Mahindra who handled international voice escalations and maintained service quality metrics.
IndiaAt Tech Mahindra, I handled international voice customer support and, as an Associate Team Lead, managed customer escalations and supported team operations.
As a Senior Associate Customer Support, I handled inbound and outbound voice processes, email, and chat requests while maintaining quality scores, AHT, and TAT.
Earlier, at Q Conneqt Business Solutions, I handled inbound customer calls and priority escalations, maintaining quality scores, AHT, and TAT.
Work history, roles, and key accomplishments
Managed team operations and escalations, maintained service levels and quality metrics, and supported team members in the absence of Team Leaders.
Handled 45-50 calls daily, managed alarms and email/chat requests, ensured process accuracy and escalation, and maintained quality score, AHT, and TAT.
Handled 50-60 calls daily, ensured process accuracy and correct escalation, and maintained quality score, AHT, TAT, and NPS.
Q Conneqt Business Solutions
Apr 2018 - Mar 2020 (1 year 11 months)
Handled 100-120 calls daily, managed customer escalations at priority level, and maintained quality score, AHT, and TAT.
Degrees, certifications, and relevant coursework
B.Com, Commerce
Completed Bachelor of Commerce degree.
CEC, CEC
Completed CEC (Commerce, Economics, Civics) intermediate education.
SSC, General
Completed SSC (Secondary School Certificate) education.
Software and tools used professionally
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