Akash Parmar
Bangalore
Summary
Adept Technical Team Lead with a proven track record at Pole to Win India Private Limited, showcasing exceptional leadership in steering teams towards surpassing SLA targets with excellent resolution rate. Expert in client communication and complex problem-solving, leveraging skills in Zendesk and team motivation to enhance customer satisfaction and team performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Team Lead
Pole to Win India Private Limited
Bangalore
10.2021 - 11.2024
- Performance management of process and meeting desired targets
- Motivating and setting targets for the Team members
- Formulate strategic plans to ensure High level of Customer satisfaction is achieved
- Reviewing the performance of the team members on daily, weekly, and monthly basis and in turn extending support also suggest strategies to achieve their targets
- Identifying and executing the training needs of the team members to ensure that the process performance meets the set expectations
- Devise strategies to control the average handling time and give quick resolution to the end users
- Identify and mold team members for next role
- Effectively communicate volume drivers and spikes reported by team members to the Client
- Manage shrinkage as per industry standards
- Provided necessary feedbacks to the agents and worked on several coaching plans
- Manage attrition as per industry standards
- Prepared KPIs and management of performance appraisal cycle for the given set of employees and obtaining training needs and doing the analysis and proper feedback to the training team
- Expertise in managing teams, process training, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective
Technical Support Representative Tier 3
Pole to Win India Private Limited
Bangalore
09.2020 - 10.2021
- Resolved advanced and escalated technical issues for players, including account migrations, in-game exploits, hardware/software compatibility, and critical bugs
- Acted as the primary point of contact for Tier 2 escalations, providing in-depth troubleshooting and root cause analysis for complex gaming-related issues
- Collaborated with clients, QA teams, and product managers to identify, replicate, and resolve critical in-game bugs and balance issues
- Analyzed support trends and player feedback, providing actionable insights to improve game performance, player retention, and community satisfaction
- Developed and implemented advanced troubleshooting guides and workflows, reducing escalation rates
- Trained and mentored Tier 1 and Tier 2 agents, enhancing their skills in technical troubleshooting and player communication
Technical Support Representative Tier 2
Pole to Win India Private Limited
Bangalore
10.2019 - 09.2020
- Resolved escalated gaming-related technical issues, including connectivity problems, crash issues, installation issues, account recovery, in-game bugs, and payment disputes, achieving a [82]% resolution rate within SLA targets
- Diagnosed and reproduced in-game bugs, collaborating with clients and QA teams to prioritize fixes and enhance user experience
- Monitored and resolved issues reported through gaming forums, community channels, and social media, ensuring timely communication with players
- Conducted training sessions for Tier 1 agents on advanced gaming-related topics, improving team knowledge and first-contact resolution rates
- Collaborated with community managers and event teams to address live game events, outages, or unexpected disruptions, ensuring real-time support for affected players
Technical Support Representative Tier 1
Pole to Win India Private Limited
Bangalore
01.2017 - 09.2019
- Provided first-line support to players across [platforms: PC, console, mobile, etc.], addressing issues such as account access, in-game troubleshooting, and billing inquiries
- Delivered personalized solutions via [channels: email, live chat], achieving a [85]% player satisfaction (CSAT) score
- Handled [60] customer interactions daily while adhering to strict service-level agreements (SLAs)
- Assisted players with connectivity issues, account security, and progression concerns, ensuring a smooth gaming experience
- Utilized [Zendesk] to track and resolve support tickets efficiently
- Identified and escalated necessary Tickets/Cases to Tier 2 teams, ensuring quick resolution of complex problems
- Contributed to creating and updating knowledge base articles, improving resolution time for common issues
- Supported live events by managing increased player inquiries and resolving issues related to [specific events, features, or promotions]
Education
BE - Electrical Engineering
V.B.P.S
Bangalore07-2014
Skills
- Mac, Windows, Zendesk, Jira, AWS, VSC, Eclipse
- C, Core Java, Selenium, HTML,Oracle
- MS SQL Server 2008
- Team leadership and supervision
- Client communication
- Giving constructive feedback
- Complex Problem-solving
- Performance evaluations
- Teamwork and collaboration
- Service level agreements
- Coaching and mentoring
- Leadership
- Team building
- Client service
- Team assessment
- Technical support
- People management
- Employee training
- Team supervision
- Team motivation
Accomplishments
- Our team was the top performing team for the continuous 9 months in a row.
- Have led a new project 'Unbabel' as an only Tier 2 in the team.
- Best Team Lead Award (2023-2024).
Coursescertificationsawards
- Java Programming Certification, ABC - Technology Training & Upskilling
- Manual & Selenium Automation Testing Certification, ABC - Technology Training & Upskilling
- AWS & Devops Certificate, MicroDegree
- Best Team Lead Award, 2024
Languages
Hindi
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Certification
⦁ Java Programming Certification
Issuing Organization: ABC - Technology Training & Upskilling
⦁ Manual & Selenium Automation Testing Certification
Issuing Organization: ABC - Technology Training & Upskilling
⦁ AWS & DevOps Certificate
⦁ Issuing Organization: MicroDegree
Timeline
Technical Team Lead
Pole to Win India Private Limited
10.2021 - 11.2024
Technical Support Representative Tier 3
Pole to Win India Private Limited
09.2020 - 10.2021
Technical Support Representative Tier 2
Pole to Win India Private Limited
10.2019 - 09.2020
Technical Support Representative Tier 1
Pole to Win India Private Limited
01.2017 - 09.2019
BE - Electrical Engineering
V.B.P.S
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