Summary
Overview
Work History
Education
Skills
Interest
EXTRA CIRICULAR ACTIVITES
Accomplishments
Timeline
Generic

Abhishek v Ergal

Summary

Dedicated professional with over 5 years and 4 months of customer service experience. Skilled in meeting customer needs and eager to leverage abilities in an organization to enhance technical and managerial expertise. Recognized for being self-motivated, energetic, and committed to driving profitability.

Overview

6
6
years of professional experience

Work History

Executive

247.ai
01.2025 - Current
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Book in-home and in-store appointments for hardware related issues on customer device.
  • Tools used : Mytools, Logmein, RWB, Twilio.

Administrator - service desk

Microland
06.2023 - 07.2024
  • Handling customer queries regarding their hardware and software issues via call and chats.
  • Managing user's device to ensure they are updated on timely manner and check their patching on regular basis.
  • Manage and resolve customer issues within the given SLA, ticketing and Handel the queue with 0 compliance.
  • Make changes in user device through SCCM console and reset their AD password.
  • Drive status calls and set up meetings with Clients to provide them timely updates.
  • Application used: AD, NSlookup, SCCM console, Servicenow.
  • Project: Serco (End user computing/ RDS) - ASPAC

Senior process associate

Accenture
10.2022 - 04.2023
  • UK based voice process handled customer via call and chats.
  • Direct communications with client via calls to make changes in the customer accounts.
  • Communicating with field technician to assist them in their daily routes and work activities.
  • Application used : Binders, OFSC, Launchpad, Avaya agent, service now
  • Process: VIRGIN MEDIA (UK based ISP)


Senior Process Consultant

HGS - Hinduja Global Solutions
09.2019 - 09.2022
  • Worked over 3 LOB in the same organization and handled internal team escalations.
  • Assign ticket queries as per the queue among the team.
  • Worked as floor support for new trainees.
  • Provide On-call resolutions and maintain good relationship with clients.
  • US based voice process, handled customer via phone call.
  • Configuration of routers and test from Hatteras, MUX, Cyan, TA5000.
  • Application used : MAC look up, Velo Cloud, Salesforce, avaya.
  • Process : Windstream [ US Based ISP]


Education

SSLC -

BEL High school
05.2014

Pre- University - undefined

Karnataka institute of open schooling
06.2019

Bachelor of Commerce - Commerce

Alva's College
Mangalore, India
04-2022

Skills

  • Communication
  • Empathy
  • Presentation Skills
  • Troubleshooting
  • Computer Skills
  • Observation
  • Multitasking
  • Operations management
  • Training and development

Interest

- Bike rides

- Customization of automobiles

- Outdoor adventures

- Cycling

- Fitness

EXTRA CIRICULAR ACTIVITES

-Served as event planner and host for multiple events.

-Freelance Fitness coach.

-Fitness athlete for a supplement brand.

Accomplishments

  • Participated in National youth congress conference
  • Rewarded as star performer of the month
  • Rated 9 out of 10 in Customer satisfaction surveys

Timeline

Executive

247.ai
01.2025 - Current

Administrator - service desk

Microland
06.2023 - 07.2024

Senior process associate

Accenture
10.2022 - 04.2023

Senior Process Consultant

HGS - Hinduja Global Solutions
09.2019 - 09.2022

Pre- University - undefined

Karnataka institute of open schooling

SSLC -

BEL High school

Bachelor of Commerce - Commerce

Alva's College

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Abhishek v Ergal