Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Akshay Bagul

Akshay Bagul

Pune

Summary

Dynamic Customer Support Supervisor with a proven track record, leveraging AI-driven solutions and prompt engineering to enhance team productivity and customer satisfaction. Expert in automation and quality assurance, I excel in delivering impactful results while fostering collaboration and communication across departments.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Support Supervisor

Super Gaming (June Gaming Pvt Ltd)
Pune
09.2024 - Current
  • Led and managed Customer Support, Community, and Live Operations teams to achieve high performance and customer satisfaction.
  • Integrated AI tools like ChatGPT to enhance agent productivity and reduce first response times.
  • Applied Prompt Engineering techniques to generate efficient, high-quality responses for ticket resolution.
  • Collaborated with Developers, QA, and Art teams to relay user feedback for product improvements.
  • Utilized sentiment analysis in Customer Support Channels to identify key issues and streamline escalations.
  • Spearheaded automation workflows for FAQs, reducing agent workload and increasing efficiency.
  • Oversaw daily operations to ensure optimal service delivery and customer satisfaction.
  • Resolved escalated customer issues promptly, ensuring effective solutions for critical concerns.

Shift Lead - Customer Support

Helpshift Technologies Pvt Ltd. (Keywords Studios)
Pune
05.2023 - 08.2024
  • Established performance targets for agents to drive accountability and productivity.
  • Organized shift patterns to ensure customer needs were consistently met.
  • Communicated product knowledge and company guidelines to enhance team effectiveness.
  • Monitored correspondences to uphold procedural compliance and quality standards.
  • Facilitated training sessions for agents, focusing on skill enhancement and performance improvement.
  • Conducted regular performance reviews and organized additional training for underperformers.
  • Submitted reports to management while proposing strategies for studio performance enhancement.
  • Maintained awareness of industry trends to ensure compliance with standards.

Quality Assurance Specialist

TTEC India Customer Solutions Pvt Ltd.
01.2023 - 05.2023
  • Analyzed operational and financial statistics, providing actionable recommendations for process improvements.
  • Developed and maintained data solutions for national center operations using Excel and Google Sheets.
  • Managed multiple complex business projects, ensuring timely delivery and adherence to objectives.
  • Created proactive and client-requested reports, enhancing operational efficiencies through data insights.
  • Prepared routine performance analysis reports, including specific recommendations for enhancements.
  • Collaborated with clients to determine reporting needs and developed tailored solutions.

Fraud Prevention Specialist

TTEC India Customer Solutions Pvt Ltd.
03.2022 - 01.2023
  • Evaluated and monitored business transactions to safeguard client from fraudulent activities.
  • Reviewed Airbnb transactions, preventing losses through rigorous fraud detection analysis.
  • Developed security guidelines, policies, and regulations to protect business and customers from risks.
  • Achieved top performer status among 90 employees by maintaining 100% quality, occupancy, and schedule adherence in May, June, July, September, October, and November 2022.
  • Identified emerging fraudulent trends and behaviors, enabling major financial loss avoidance.
  • Contributed to enhanced customer experience on Airbnb’s platform through proactive fraud prevention strategies.

Education

Diploma - Mechanical Engineering

MGM’s Polytechnic
Aurangabad

Skills

  • Prompt Engineering
  • Large Language Models (LLMs)
  • AI-driven Customer Support
  • GPT Prompt Optimization
  • Automation using AI Tools
  • Quality Assurance
  • Google Sheets
  • Google Docs
  • Power BI
  • Microsoft Excel

Certification

  • Prompt engineering for ChatGPT

https://coursera.org/share/4eb609d047fae6144ad681f3e7b5e89c

Timeline

Customer Support Supervisor

Super Gaming (June Gaming Pvt Ltd)
09.2024 - Current

Shift Lead - Customer Support

Helpshift Technologies Pvt Ltd. (Keywords Studios)
05.2023 - 08.2024

Quality Assurance Specialist

TTEC India Customer Solutions Pvt Ltd.
01.2023 - 05.2023

Fraud Prevention Specialist

TTEC India Customer Solutions Pvt Ltd.
03.2022 - 01.2023

Diploma - Mechanical Engineering

MGM’s Polytechnic

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Akshay Bagul