Pune City, Maharashtra, India
• Managed 50+ daily tickets across hardware/software, VPN, passwords, and access issues. • Conducted IT audits: access control reviews, compliance checks, documentation audits. • Performed QA monitoring across calls, chats, and incidents. • Supported cybersecurity by reporting vulnerabilities and verifying policy compliance. • Achieved 95% CSAT and improved customer retention by 20%. • Created SOPs, KBs, and dashboards; worked closely with L2/L3 teams.
• Contacted 70+ customers daily; managed CRM-based sales pipeline. • Drafted proposals, quotations, negotiated deals, and achieved ₹2 Lakhs target. • Generated structured sales reports and managed client onboarding.
• Built client relationships, drove solutions, and handled escalations. • Achieved highest sales record of ₹1.5 Cr in North Bengal. • Featured on company LinkedIn for top performance.