<aside> 👉🏼
I am a Customer Support & Technical Operations Specialist with 3+ years of experience in providing real-time chat, email, and phone support to international clients across US and UK regions. I specialise in incident management, escalation handling, and de-escalation, ensuring high levels of CSAT, FCR, and SLA compliance. My ability to manage multiple chats simultaneously, document solutions, and deliver accurate resolutions helps create a smooth and positive customer experience.
With a strong foundation in ServiceNow, Jira, Office 365, Active Directory, SQL, Windows, and Unix/Linux, I bring a unique blend of customer service excellence and technical troubleshooting expertise. I thrive in high-pressure environments, work seamlessly in rotational shifts, and collaborate effectively with cross-functional teams to maintain service quality. My goal is to combine empathy, professionalism, and problem-solving to consistently exceed customer expectations.
</aside>
Contact me on pbadhe0611@gmail or +91 9359146503
Infosys BPM Ltd - Sr. Technical Process Executive | Pune, India | Project: Cummins | July 2025 – Present
Provide real-time customer support via chat, email & phone for international clients, ensuring SLA & CSAT targets are met.
Handle 4–6 concurrent chats daily, resolving product/service-related queries with high accuracy.
Managed customer escalations and de-escalated irate clients with empathy and professional communication.
Troubleshoot and resolve account/system-related issues, including Office 365, Active Directory, and VPN access.
Document all customer interactions, resolutions, and escalations for knowledge base improvement.
Work in a night-shift rotational schedule, ensuring consistent availability and productivity.
Cognizant Technology Solutions - Sr. Systems Engineer | Pune, India | Project: Credit Suisse | March 2022 – Jan 2025