Ashish Das
Lucknow
Summary
Dynamic professional with a strong background in technical support and team leadership. Experienced in mentoring new hires and managing critical incidents, ensuring timely resolutions. Aiming to leverage communication and problem-solving skills to drive operational excellence.
Overview
9
9
years of professional experience
Work History
Software Engineer
Infogain India Pvt. Ltd
Noida
07.2023 - 09.2025
- Supporting Oracle Xstore POS software, assisting retail store associates with point-of-sale and replication issues.
- Promoted from L1 to L2 after one year for strong performance and technical expertise.
- Responsible for taking inbound calls, chats, portal tickets, and making outbound calls if required.
- Providing software and hardware support for two clients.
- Responsible for creating and resolving tickets on Freshdesk within the time frame, and assigning them to the relevant team.
Team Lead
HCL Technologies Pvt. Ltd
Lucknow
01.2021 - 04.2022
- Worked as Technical Lead L1, service desk focal point of contact for critical incidents and escalations.
- Mentored new hires on helpdesk support tools and practices, and was also responsible for agent coaching and call monitoring.
- Responsible for preparing agent statistic reports and reviews.
- Monitored agent schedule adherence and productivity, and responded to users' requests and issues via email, voicemail, and incoming phone calls.
- Responsible for tracking and escalating incident backlogs (P3 and P4) within SLA, as per business requirements.
Senior Associate
EXL Service India Pvt, Ltd.
Noida
02.2019 - 12.2019
- I worked for the DLG Insurance (UK) project as a motor claims investigator.
- Served as a liaison between customer services and business lines.
- Promptly answered inbound and outbound calls in a fast-paced call center environment.
- Courteously handled insurance claims for customers, and scheduled appointments.
- Researched and analyzed customer claims, and determined eligibility.
- Responsible for addressing negative internal and external customer feedback immediately.
Process Developer
Genpact India Pvt Ltd
Gurugram
08.2016 - 12.2018
- Responsible for generating KYC for customers of Wells Fargo Bank ( USA based bank )
- Also worked for Westpac Bank (Australian based bank), where the responsibility was to detect fraudulent transactions and arrange refunds as per the process.
- Additionally, I worked for Synchrony Financial (USA-based client) and was responsible for client interaction and first-party collections.
- Received several appreciations from clients for exceeding their expectations and delivering value as a service partner.
Education
Bachelor of Arts - English And Economics
Lucknow University
Lucknow03-2011
Intermediate Certificate - Commerce
Christ Church College
Lucknow 03-2007
High School Diploma -
Spring Dale College
Lucknow 03-2005
Skills
- Oracle Xstore
- POS software support
- Freshdesk ticketing
- Incident escalation
- Technical troubleshooting
- Customer relationship management
- ServiceNow ticketing
- Customer service
- Team handling
- Call monitoring and training
- Good decision-making and problem-solving skills
- MS Office and Excel
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Timeline
Software Engineer
Infogain India Pvt. Ltd
07.2023 - 09.2025
Team Lead
HCL Technologies Pvt. Ltd
01.2021 - 04.2022
Senior Associate
EXL Service India Pvt, Ltd.
02.2019 - 12.2019
Process Developer
Genpact India Pvt Ltd
08.2016 - 12.2018
Bachelor of Arts - English And Economics
Lucknow University
Intermediate Certificate - Commerce
Christ Church College
High School Diploma -
Spring Dale College