Akash Gupta
Customer Service Support
Mumbai
Summary
Help Desk Analyst providing front-line technical support for users needing fast issue triage and clear follow-up. Prioritizes urgent tickets, manages escalation calls and emails, and supports resolution through vendor coordination and manager updates. Delivers reliable service by balancing response speed with accurate reporting and customer satisfaction.
Overview
1
1
Language
2
2
years of professional experience
Work History
Supervisor
Philips Lighting
10.2025 - Current
- Managed the West region (Maharashtra, MP, Gujarat, Chhattisgarh, Goa) for LED lighting projects and service, leading escalation handling, daily ticket review, material arrangement.
- Handle escalation calls and emails from clients and internal teams, ensuring quick resolution and professional communication.
- Prepare and circulate daily reports on tickets, escalations, and service performance, including TAT and SLA compliance.
- Monitor and maintain agreed TAT (Turnaround Time) and SLA (Service Level Agreement) for all customer complaints and service requests.
- Review open tickets with clients on a daily basis, update status, and follow up with internal teams to close pending issues
- Coordinate with dealers and retailers through calls and emails for complaint handling, warranty cases, and order/delivery updates.
- Create delivery challans and maintain documentation for shipments and project materials.
- Support and coordinate multiple lighting projects (e.g., stadium projects like DY Patil, BlackRock office, Bandra–Worli Sea Link, Mastercard, Metro etc.), ensuring smooth communication between client, dealer, and service teams.
- Lead daily escalation handling for calls and emails, guiding the support team to resolve complex customer issues within defined TAT and SLA.
- Supervise daily ticket review meetings with clients, assign priorities to engineers, and ensure clear action plans for open complaints.
- Manage communication and coordination with courier/logistics partners, ensuring timely delivery of materials and maintaining proper delivery challans and documentation.
- Led a support team of 10 engineers handling 40–60 tickets per day
- Manage material arrangement for every customer complaint and warranty case, from identifying required parts to coordinating delivery to site and ensuring timely closure.
- Collect, verify, and compile daily/weekly attendance of field engineers and submit consolidated attendance reports to HR for payroll processing and compliance.
- Coordinate material arrangement and dispatch for LED lighting projects across multiple cities (Delhi, Gurgaon, Nagpur, Pune, etc.
Bharti Airtel Pvt Ltd
09.2024 - Current
- Roles & Duties
- Managing & coordinating with 50 Engineers & Wireman for smooth running of operations.
- Coordinating with vendor & sales team for better productivity.
- Handling Escalations calls and E-Mails.
- Reviewing team productivity and updating the same to the managers.
- Auditing Engineer’s visit on daily basis
- Flashing hourly basis Report for Installation & SR productivity.
- Ensuring customers satisfaction by providing better service along with appropriate solution
- From September 2024 – Until Today
Education
Bachelor of Commerce - Accounting And Finance
Ismail Yusuf College of Commerce & Sciences
Mumbai, India 05.2001 -
HSC -
Smt. Kasturba Dharamshi Nagda Junior College of Commerce
Mumbai, India03-2022
Skills
Email drafting and professional communication
Leadership (Good team coordination )
Problem Solving (Positive attitude and problem-solving approach )
Coordination with field engineers and service teams
Basic MS Excel (reports, attendance, follow-up sheets)
Technical support in LED lighting and electrical products
Quick learner
Declaration :-
I hereby declare that the above information furnished above is true to my knowledge and I will contribute my best efforts to the fullest extent in achieving the objectives of the organization if an opportunity is given to servein
Timeline
Supervisor
Philips Lighting
10.2025 - Current
Bharti Airtel Pvt Ltd
09.2024 - Current
Bachelor of Commerce - Accounting And Finance
Ismail Yusuf College of Commerce & Sciences
05.2001 -
HSC -
Smt. Kasturba Dharamshi Nagda Junior College of Commerce