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Swamith Bachad

@swamithbachad

Message

I lead non-voice support teams, resolve complex customer issues, and drive revenue through targeted upselling.

India

Message

At Firstsource, I lead a 25-person team delivering non-voice chat and email support, resolving technical and service issues while driving incremental revenue through relevant promotions. I've been recognized twice with the Best Associate Award and twice with the Best XM Support Award.

Previously at TTEC (Intouch CX), I supported customers with billing, payments, accounts, and transaction disputes in a financial services process. I earned Best SME of the Year for my financial process support and consistently met response-time, resolution-time, and customer-satisfaction metrics.

Experience

Work history, roles, and key accomplishments

Current

Senior Associate — Non-Voice, Chat & Email Support

Current

Firstsource

Oct 2023 - Present (2 years 11 months)

Lead a team of 25 associates handling non-voice, chat, and email customer support to consistently meet and exceed performance targets. Resolve customer service issues quickly, identify root causes to prevent repeat escalations, and drive incremental revenue by promoting relevant products and services during support interactions.

Live Chat Email Support Ticket Resolution Case Documentation Team Leadership Coaching Technical Troubleshooting Upselling Customer Satisfaction Intercom Slack Excel AI and Automation Prompt Engineering

User Success Agent — Financial Process

TTEC (Intouch CX)

May 2022 - May 2023 (1 year)

Delivered accurate account, billing, and transaction support to a broad customer base via non-voice chat support on a financial services process. Assisted customers with billing inquiries, payment issues, and transaction disputes, ensuring compliance with financial data security and privacy standards.