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
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