Abhishek D M
Bangalore
Summary
Technical support specialist with proven expertise in data analysis and process improvement. Demonstrated ability to enhance service delivery through effective team collaboration. Committed to driving customer satisfaction and ensuring quality assurance in all operations.
Overview
7
7
years of professional experience
Work History
Sr.Technical Support Verizon
Accenture
Bangalore
07.2025 - Current
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted testing of software and systems to ensure quality and reliability.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Sr. Associate ( Banking Operations and Investigati
Mphasis
Bangalore
03.2024 - 04.2025
- Analyzed client requirements to develop tailored solutions and improve service delivery.
- Collaborated with cross-functional teams to enhance project workflows and communication.
- Assisted in preparing detailed reports for stakeholders to support decision-making processes.
- Managed documentation and ensured compliance with company policies and procedures.
- Resolved client queries promptly to maintain high levels of customer satisfaction.
- Conducted research on industry trends to inform strategic planning initiatives.
- Supported project managers in tracking progress and maintaining project timelines.
- Analyzed data and created reports for senior management.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Set specific goals for projects to measure progress and evaluate end results.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Analyzed key performance indicators to identify effective strategies.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Assessed company operations for compliance with safety standards.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Worked closely with human resources to support employee management and organizational planning.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Analyzed company's expenditures and developed financial models.
- Audited company's legal documents to verify compliant policies and procedures.
Sr.Training and Quality Analyst
Concentrix
Bangalore
07.2019 - 10.2023
- Conducted quality assessments on customer interactions to ensure adherence to standards.
- Collaborated with teams to identify process improvements and enhance service delivery.
- Developed training materials for quality assurance processes and best practices.
- Analyzed data trends to evaluate performance and recommend corrective actions.
- Led root cause analysis sessions to address recurring quality issues effectively.
- Facilitated regular feedback sessions with staff to promote continuous improvement.
- Conducted root cause analysis to investigate the source of problems in production process.
- Monitored compliance with industry regulations and internal guidelines consistently.
- Maintained records of inspection results, test data, and other relevant information.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
- Completed unit and regression tests on software and individual modules.
- Produced test scripts for new automated software testing rounds.
- Participated in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.
Centralized Timekeeping
Amazon development centre
Bangalore
09.2018 - 01.2019
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Operated a variety of machinery and tools safely and efficiently.
Education
High School Diploma -
Allwin Public School
Bangalore03-2012
PUC - Commerce
Seshadripuram Composite Pre University College
Bangalore04-2014
Bachelor of Commerce - Finance
Seshadripuram Educational Trust
Bangalore06-2017
Skills
- Technical troubleshooting
- Software testing
- Data analysis
- Quality assurance
- Process improvement
- Customer relationship management
- Time management
- Interpersonal communication
- Problem solving
- Team collaboration
- Relationship building
- Team management
Languages
English
Proficient (C2)
C2
Kannada
Native
Native
Hindi
Proficient (C2)
C2
Accomplishments
Achieved 5* performance rating consistency.
Timeline
Sr.Technical Support Verizon
Accenture
07.2025 - Current
Sr. Associate ( Banking Operations and Investigati
Mphasis
03.2024 - 04.2025
Sr.Training and Quality Analyst
Concentrix
07.2019 - 10.2023
Centralized Timekeeping
Amazon development centre
09.2018 - 01.2019
High School Diploma -
Allwin Public School
PUC - Commerce
Seshadripuram Composite Pre University College
Bachelor of Commerce - Finance
Seshadripuram Educational Trust