ADILAN P C
Bangalore
Summary
- Dedicated Operations and Customer Support Specialist with 4.5 + years of experience in SLA compliance, incident management, dispatch coordination, and real-time operational support.
- Experienced senior support associate with a strong track record in technical troubleshooting, SLA-driven query resolution, and cross-functional operations support. Comfortable handling high contact volumes across voice, chat, and email while maintaining accuracy, speed, and quality of service.
- Proven ability to manage 150+ field technicians and handle 60-100 daily service requests with accuracy, prioritization, and adherence to service delivery standards.
- Skilled in CRM tools,Remedy, OFSC, LaunchPad, Injixo, live chat support, email support, inbound/outbound calls, and customer issue resolution across technical and non-technical environments.
- Strong track record of improving operational efficiency through task prioritization, escalation management, customer communication, and SOP implementation.
- Adept at handling high-volume workflows, reducing service delays, and ensuring customer satisfaction for enterprise clients.
- Experienced in mentoring new team members to enhance productivity and service quality. Recognized for critical thinking, problem solving, time management, and delivering consistent results in fast-paced environments.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
Work History
NETWORK & SVCS OPERATION ASSOCIATE
ACCENTURE
Bangalore
11.2021 - Current
- Coordinated real-time support for field technicians and engineers through call, chat, and email to resolve client issues efficiently and accurately.
- Managed day-to-day operations for over 150 field technicians, ensuring timely task assignments, service delivery, and compliance with SLAs.
- Provided specialised troubleshooting support for PDA devices.
- Diagnosed and resolved hardware and application-level issues on PDA devices, ensuring queries were correctly understood and addressed accurately the first time.
- Managed 5–15 device-specific escalation calls daily in addition to core support volume, demonstrating ability to handle large volumes across concurrent workstreams.
- Raised and assigned tickets via Remedy ticketing system to relevant teams, ensuring timely resolution and clear accountability for escalated issues.
- Oversaw an average of 60-100 daily service requests, prioritizing tasks to minimize downtime for enterprise clients and maintain SLA adherence.
- Performed account maintenance including password resets and device reconfiguration, resolving technician queries with minimal further escalation.
- Acted as a liaison between customers and technical teams to escalate complex incidents while maintaining clear and professional communication throughout resolution processes.
- Coordinated procurement of replacement devices and accessories (vehicle cradles, screen protectors) to maintain operational continuity for field technicians.
- Identified recurring device and application faults and flagged operational improvements to reduce repeat contacts and improve first-time resolution rates.
- Monitored customer accounts and service performance to proactively identify issues, ensuring continuity of services and resolving delays where needed.
- Conducted outbound communications with more than 1200 customers monthly to address delays, reschedule appointments, or adjust service plans as required.
- Delivered efficient resolution of technical queries by balancing multitasking with maintaining customer satisfaction and achieving performance metrics goals.
- Provided training and mentoring for new team members by sharing best practices and SOPs to enhance team accuracy and overall performance standards.
- Consistently exceeded performance targets through effective time management, leadership skills, multitasking abilities, and strong communication in a fast-paced environment.
- Proficient in industry-standard tools including Remedy,LaunchPad, OFSC, Injixo, Microsoft Office Suite,SanXT,OFNL,TRG.
- Encore Award Winner (2024)
- Best Performance Award (2025)
- Encore Award Winner (2025)
Education
MBA - Logistics Management
Bharathiar University / Brindavan College
Bengaluru 04.2017 - 05.2019
BBA - Business Administration
Pondicherry University / Mahe Cooperative College
Mahe 04.2013 - 05.2016
12th - CBSE
Rani Public School
Vadakara 04.2011 - 03.2013
Skills
- Communication Skills
- SLA Compliance & Incident Management
- Remedy Ticketing System
- PDA Device Troubleshooting and Support
- Device Configuration & Password Management
- Application Troubleshooting
- Attention to Detail
- Active Listening
- Logical Thinking & Problem Solving
- Customer Service
- Appointment and Shift Coordination
- Critical thinking and problem solving
- CRM tools
- Dispatch Management
- Live Chat & Email Support Handling
- Inbound and outbound calling
- Time Management & Attention to Detail
- SOP Implementation
- Escalation Management
Websites
Accomplishments
- Encore Award Winner (2024)
- Best Performance Award (2025)
- Encore Award Winner (2025)
Disclaimer
I declare that the information presented in this resume is true and accurate to the best of my knowledge. I assure you that my experience, skills, and qualifications meet the requirements of the job and I am committed to making a positive contribution to your organization.
Hobbies and Interests
- F1
- True crime
- Football
- Psychology
Languages
Malayalam
First Language
English
Advanced
C1
Hindi
Elementary
A2
Timeline
NETWORK & SVCS OPERATION ASSOCIATE
ACCENTURE
11.2021 - Current
MBA - Logistics Management
Bharathiar University / Brindavan College
04.2017 - 05.2019
BBA - Business Administration
Pondicherry University / Mahe Cooperative College
04.2013 - 05.2016
12th - CBSE
Rani Public School
04.2011 - 03.2013