AKASH AD
Chennai
Summary
I have a strong technical support background and am recognized for my problem-solving abilities and dedication to customer satisfaction. As a Process Executive, I specialize in diagnosing and troubleshooting technical issues, ensuring exceptional customer service. My extensive experience in various technical support roles has enhanced my communication skills and ability to resolve issues effectively.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Analyst
Foundever
04.2025 - Current
- Conduct external quality audits of calls, emails, and chats for agents across multiple countries.
- Act as the primary expert on Quality Management Systems, including ISO 9001 and other relevant standards.
- Develop, implement, and maintain QMS policies, procedures, and documentation.
- Lead internal and external audits; ensure audit readiness and follow-up on corrective actions.
- Analyze quality data and metrics to identify trends and areas for improvement.
- Conducting daily huddle to ensure the till date error opportunities, process updates, quality percentage, quality performance etc.
- Perform root cause analysis (RCA), hygiene audits, CSAT ,DSAT audits ,Risk audit and prepare detailed audit reports.
- Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to
ensure scoring consistency and best practice implementation.
Process Executive P2A
Prodapt Solutions P.LTD
10.2023 - 03.2025
- Project Coordinator - Managed Solution Implementation Manager
- Order Management - Handling client orders from end to end.
- Workflow Management - Managing the workflow of clients orders.
- Client order implementation & billing - Coordinating with business clients on the demands on daily implementation, and billings.
- Diagnosed and troubleshooted technical issues, including account setup and network configuration.
- Stayed current with system information, changes, and updates to provide accurate solutions.
- Provided technical assistance and support for incoming queries and issues related to Internet issues, Router configuration and slow speeds.
- Handled clients queries via chat, email, and calls, resolving technical issues promptly and efficiently.
- A company providing Business solutions and Excellence.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
CS - INTERNET ASSOCIATE (SEMI-TECHNICAL SUPPORT)
Sutherland Global Service Private Limited
09.2022 - 09.2023
- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment.
- Ability to empathize with and prioritize customer needs.
- Demonstrate conflict resolution, negotiation, and de-escalation skills.
- Demonstrate ownership to resolve challenging customer issues, escalating when necessary.
- Closely worked with client to improve a new tool (Async).
- Frequent discussions with client regarding the advantages and disadvantages of the tools.
- Maintain regular and reliable attendance, including the daily schedule as assigned.
- A global provider of process transformation solutions.
Team Member
First Focus Business Solution P.LTD
01.2021 - 03.2022
- Conducted title searches focused on the current titleholder and the property's current and previous owners.
- Searching the title plant for taxes, property index & general index and examining the documents.
- Customer support services to the Title Officers, Real Estate Agents, Brokers providing information related to property.
- A business solution service provider focusing on title services.
Customer Support Associate
SRO Innoviti Payments Solutions P.LTD
12.2018 - 03.2020
- Spoke to customers in multiple languages to resolve problems and answer questions.
- Identified issues, analysed information and provided solutions to problems.
- Troubleshoot problems and diagnosed system faults.
- A payment solutions provider specializing in innovative payment processing.
Education
DEEEE - Diploma -
SRM University
Chennai, India06.2018
10th - undefined
Marian Matriculation Higher Secondary School
Chennai, India01.2015
Skills
- Technical Support
- Networking & Telecommunications
- Problem Solving
- Lean six sigma
Accomplishments
- Recognized for Excellence - Received appreciation from the client and customers for proactive approach, and promoted as acting SME within 4 months of technical support experience.
- Top Performer - Top 1 performer in the month of October and December 2022 in maintaining RAP (Repeat after Positive).
Certification
- Lean six sigma white belt
- Laptop chip level service
- Apple devices chip level service
LANGUAGES
English - Native
Tamil - Native
Timeline
Quality Analyst
Foundever
04.2025 - Current
Process Executive P2A
Prodapt Solutions P.LTD
10.2023 - 03.2025
CS - INTERNET ASSOCIATE (SEMI-TECHNICAL SUPPORT)
Sutherland Global Service Private Limited
09.2022 - 09.2023
Team Member
First Focus Business Solution P.LTD
01.2021 - 03.2022
Customer Support Associate
SRO Innoviti Payments Solutions P.LTD
12.2018 - 03.2020
10th - undefined
Marian Matriculation Higher Secondary School
DEEEE - Diploma -
SRM University
COURSES
Chip level Mobile and Laptop