Ahmedabad, Gujarat, India
Technical Support and Customer Service professional with over 14 years of experience across telecom, software, and travel technology industries. Skilled in troubleshooting, SaaS platform support, customer issue resolution, SQL data handling, and process improvement. Experienced in handling complex cases, leading teams, mentoring advisors, and ensuring high service quality for global clients. Always passionate about helping users, improving systems, and contributing to organizational growth.
Providing technical support for travel agents and tour operators using the booking and reservation system. Assisting users with managing multi-day tour inventory, real-time availability, pricing, payments, and product add-ons. Troubleshooting technical issues related to platform usage, API integration, login access, and data syncing. Supporting onboarding of new travel partners by conducting product walkthroughs, system setup assistance, and feature training. Guiding users in navigating booking system's distribution marketplace to search and book 10,000+ tour products efficiently.
Served as Senior Executive for the UK Pay Monthly (Post-paid) line of business, supporting customers with SIM card issues, handset concerns, usage allowances, Vodafone Online Account access, and My Vodafone App assistance. Delivered high-quality customer service through effective communication, active listening, and professional handling of queries to ensure clarity and avoid misunderstandings. Provided first-call resolution wherever possible, consistently contributing to high customer satisfaction scores. Offered technical support and guided customers through troubleshooting steps for complex issues. Managed complaint handling and resolution for escalated or sensitive cases, demonstrating strong analytical and problem-solving skills. Worked as DSME (Digital Subject Matter Expert), resolving high-complexity cases and complaints on the webchat platform. Served as Floor Support, providing real-time assistance, process guidance, and knowledge sharing to frontline advisors. Functioned as ATL (Acting Team Leader), leading teams of 12–15 advisors, managing workload distribution (PEC), and ensuring operational targets were met. Conducted coaching sessions for performance improvement and skill development of team members. Performed audits to identify process gaps, recommended corrective actions, and supported continuous improvement for enhanced service delivery.
Helped the customers to navigate in our tax program that they used to prepare and e-file their federal, state and city tax returns. Answered the chats and emails of customers regarding their queries and issues with our tax program they used Tested the tax program manually to check if the program is working accurately and the transfer and calculations of all forms are responding accurately. Reporting the errors and issues to the development team and providing a detailed report to the management about the common issues customers used to face Passed on the customer’s suggestions to the management to enhance our product features and improvement of the product. Preparing schedule adherence reports in excel sheet for the whole team as I was given this responsibility by my Team Lead. Used to reply to offline chats to find out what issues customers had.
British Telecommunications Plc is one of the leading Telecom giants in UK. As a part of BT, we provide services such as MPLS, RXN, HCN MSDR and RVI Network products, routers & switches to the critical financial & other customers across 165 countries. Key Responsibilities: Responsible to analyze and detect the data issue across various systems. This includes data insertion, deletion and updating on SQL platform. Responsible for Shift Management, Order Management & escalation handling. DQ End to End order processing and sharing knowledge of new products with team. Checks for End-to-End connection between Routers (BT Network & Customer Network) via Telnet. Coordinating with the team members on critical issues and resolving their queries. Training team on new products. Preparing client reports and publishing it with different work groups. Meeting order SLA by chasing various work groups such Network team, Configuration team etc. Attending weekly calls with client to present the progress report.