Abhinash Ojha
Customer Support Analyst
Secunderabad
Summary
Customer-focused professional with 6+ years of experience managing client relationships, resolving escalations, and ensuring high service quality as an owner/manager in the security services industry. Skilled in customer support operations, conflict resolution, and process improvement, with a proven track record of maintaining long-term client satisfaction.
Overview
5
5
years of professional experience
Work History
General manager
Safeguard Security Services PVT LTD
12.2023 - 05.2025
- Worked as the general manager at a reputed manpower and security sourcing company.
- Maintained long-term customer contracts and satisfaction.
- Ensured consistent service delivery through regular check-ins every 7-14 days.
- Balanced 25-30 clients, shifts, and schedules efficiently.
- Creating plans to expand client base, arranged meetings monthly/annual revenue goals.
- Everyday analyzed 5-10 customer feedbacks and improved service offerings on monthly basis.
Supervisor
Janeja Group Of Hospitals
04.2021 - 12.2023
- Supervised a team of 20+ security guards across multiple hospital departments, ensuring compliance with safety protocols and smooth daily operations.
- Coordinated shift scheduling and duty rosters, reducing staffing gaps and absenteeism by 15%.
- Responded to and resolved 10+ incidents monthly, including patient/visitor disputes and emergency situations, maintaining a safe and supportive environment.
- Acted as the primary liaison between hospital administration and the security team, improving communication efficiency by 25%.
- Trained and mentored new guards on hospital security policies, leading to a 30% improvement in incident response times.
Customer Service Executive
Vodafone India
01.2020 - 11.2021
- Delivered support to 50+ active client accounts, achieving 95% client retention rate through timely issue resolution and proactive communication.
- Handled an average of 20+ escalations per month, resolving 100% without service disruption, demonstrating strong conflict resolution skills.
- Improved response time to client queries by 30% by streamlining communication processes and setting up structured feedback channels.
- Conducted regular service quality reviews that increased customer satisfaction scores by 25% within 12 months.
Education
12th -
Howraghat HS School (Assam State Open School Board)
Karbi Anglong, Assam, India01-2019
10th -
B.L.B.S.D.V Hindi High School
Lumding, Assasm, India01-2015
Skills
- Communication skills
- Writing skills
- Basic knowledge of computer
- Sales and marketing
- Team management and handling
- Escalation Handling & Conflict Resolution
- Active Listening & Empathy
- Problem-Solving & Root Cause Analysis
- Relationship Building & Networking
Timeline
General manager
Safeguard Security Services PVT LTD
12.2023 - 05.2025
Supervisor
Janeja Group Of Hospitals
04.2021 - 12.2023
Customer Service Executive
Vodafone India
01.2020 - 11.2021
12th -
Howraghat HS School (Assam State Open School Board)
10th -
B.L.B.S.D.V Hindi High School
Similar Profiles
Jordan FraserJordan Fraser
Security Guard and Supervisor at Safeguard Security and Investigative ServicesSecurity Guard and Supervisor at Safeguard Security and Investigative Services
Kenny DonleyKenny Donley
Security Officer at Safeguard Security ServicesSecurity Officer at Safeguard Security Services
Satish Chandra SharmaSatish Chandra Sharma
Director – Global Payroll Ops & Transition at Safeguard World Payroll Services Pvt. Ltd (Deel)Director – Global Payroll Ops & Transition at Safeguard World Payroll Services Pvt. Ltd (Deel)
B V Raghavendra Sai Mohan MalladiB V Raghavendra Sai Mohan Malladi
Research Executive-2 at Laurus Labs PVT LtdResearch Executive-2 at Laurus Labs PVT Ltd
NARESH KATTANARESH KATTA
Deputy Manager-Planning at Tata Projects Pvt LtdDeputy Manager-Planning at Tata Projects Pvt Ltd