Ashwin A Reghunath

Results-driven Sr Consultant with extensive experience at IntouchCX in customer support and project management. Skilled in developing help documentation and utilizing SQL for effective issue resolution. Proven ability to enhance service delivery through cross-functional collaboration and improve support metrics. Dedicated to providing outstanding customer service and efficiently resolving complex challenges.

• Delivered exceptional customer service by managing and resolving technical issues via inbound and outbound channels.
• Owned the end-to-end lifecycle of support tickets, including investigation, escalation, resolution, and follow-up communication.
• Liaised with internal L1, L2, and L3 support teams to ensure timely resolution and adherence to SLAs.
• Authored clear, actionable documentation for recurring issues and knowledge base articles to improve support efficiency.
• Acted as the primary point of contact for clients, ensuring a professional and solution-oriented approach to all interactions.

• Supported SaaS-based product enhancements by gathering user feedback, identifying recurring issues, and assisting with rollout of new features.
• Partnered with project managers and quality teams to improve software functionality and user experience based on customer insights.
• Contributed to knowledge base creation for internal use and external client support.

• Conducted in-depth analysis of bugs and performance issues across platforms including Linux, Windows, Android, and iOS.
• Escalated complex technical challenges to development and QA teams with well-documented issue reports and reproduction steps.
• Collaborated with cross-functional teams to ensure resolution of client-reported issues and timely feedback loops.

• Analyzed customer support metrics (e.g., ticket volume, time-to-resolution, SLA breaches) to generate actionable insights.
• Used performance data to detect anomalies and pre-emptively flag potential system issues.
• Generated detailed weekly and monthly reports to highlight trends and recommend improvements in product usage and support processes.

• Led a 10-member support team handling B2B and B2C clients, including smart home security products.
• Trained and mentored team members on technical troubleshooting, CR handling, and quality protocols.
• Facilitated continuous learning within the team by sharing best practices, updates, and escalation workflows.

• Date of Birth: 06/15/1992
• Nationality: Indian