ABHIJAY KRISHNA

Work History

Kenko AI

08.2023 - Current

Independently managed support operations for 250+ B2B SaaS clients for over six months, ensuring high customer satisfaction and swift issue resolution.
Trained and mentored new support agents, enhancing service efficiency, reducing resolution time, and improving knowledge retention.
Served as a Subject Matter Expert (SME) for the Customer Success team, providing valuable insights that strengthened client relationships and improved retention.
Led quality audits to uphold high support standards, identify process gaps, and drive continuous improvement initiatives.
Assist in writing knowledge base articles and internal documentation to streamline troubleshooting processes.
Work alongside the Engineering team to troubleshoot and analyze customer-reported issues, bridging the gap between support and QA.
Conduct in-depth functional, regression, and exploratory testing to identify and report product issues, contributing to improved system stability and user experience.

24-7 Intouch India Pvt. Ltd

12.2019 - 08.2023

Managed a team of 20 agents from all over the world
Worked on sensitive and legal scenarios when needed
Acted as a POC for clients from various foreign locations and cascaded the information to all the agents
Managed a worldwide event which was participated by more than 10 million customers and maintained the queue efficiently without any breach of SLA
Worked on improving the performance of underperforming agents by taking various training sessions
Achieved a CSAT of 90% consecutively, which was 8% higher than the average team CSAT
Worked on average 50 audits per day to find opportunities in improving overall quality of the team
Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.

HiPower Support Centre LLP

01.2018 - 12.2019

Assisted customers with product-related questions, feedback and complaints.
Maintaining multiple queues and ensuring tickets are not breaching SLA
Assisted with new hire processing and existing training programs
Managed virtual event efficiently without any backlogs or errors
Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
Trained and mentored customer service team in service standards, loyalty programs and sales techniques.
Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.