Sushil Kumar
@sushilkumar10
I lead remote customer support teams, improving service workflows, escalations, and customer satisfaction for telecommunications clients.
IndiaWhat I'm looking for
I've led remote customer support operations for Moose Technology, Telcopay BPO, and Telco4U India, supporting Australian telecommunications customers across NBN, mobile, billing, and SIM services. I resolve complex escalations while maintaining 95% CSAT and 90% first-contact resolution.
I build effective support teams through hiring, onboarding, coaching, quality assurance, scheduling, and performance management. I've improved team productivity by 40% through workflow improvements and use Zendesk, Salesforce, Jira, Infinity CRM, Google Workspace, and Microsoft 365 to keep service operations accurate and responsive.
Experience
Work history, roles, and key accomplishments
Customer Support Team Leader
Moose Technology Private Limited
Dec 2024 - Apr 2026 (1 year 4 months)
Led a remote support team for Australian telecom clients, handling escalations and maintaining high CSAT and FCR. Managed hiring, training, and payroll while ensuring SLA compliance.
Education
Degrees, certifications, and relevant coursework
National Institute of Open Schooling
Higher Secondary, Commerce
2018 - 2019
Completed Higher Secondary education in Commerce from the National Institute of Open Schooling.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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