Accomplished professional with a track record of managing high-volume operations and effectively addressing customer concerns. Proficient in team leadership and establishing strong connections with clients and Customers. Seeking to contribute to a vibrant team while striving for personal excellence and growth. Strong communication and analytical skills support effective problem resolution.
Hi, I’m
Dilip DV
Senior Level 2 Support And Escalations Representative
2227 Gethsemane 7th Block Arakavathy Layout, Jakkur, B’lore
Summary
Overview
10
years of professional experience
Work History
Concentrix India Pvt Ltd
Senior Support Representative
11.2016 - 12.2025
Job overview
- Addressed customers with product inquiries and provided technical support through email and chat.
- Assisted customers with all the queries related to Apple devices and App Store.
- Maintained accurate and up-to-date documentation of customer interactions and solutions.
- Participated in regular training sessions to enhance product knowledge and customer service skills.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Consistently exceeded performance metrics, earning recognition as a top Senior Support Representative on multiple occasions.
- Served as an escalation point for complex or challenging cases requiring advanced troubleshooting skills or additional expertise in specific products or services offered by the company.
- Followed up with customers about resolved issues to maintain high standards of customer service.
24/7 for Target Process
Digital Interaction Executive
09.2015 - 03.2016
Job overview
- Interacted with customer through E-mail and chat by providing them a high degree of satisfaction by resolving their queries.
- Assisted frontline Representatives through chat to help them in finding solution for customers.
- Have obtained high level of experience in communicating to customer and solving the issues online.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Krupanidhi Degree CollegeBengaluru
Bachelors from Business Management
05.2015
University Overview
St Francis CollegeKarnataka
Pre-University Course (PUC) from Commerce
03.2012
University Overview
GPA: 68%
My Saviour High SchoolKarnataka
High School from State Board
04.2010
University Overview
Skills
Technical troubleshooting and guidance
Optimistic self-starter
Collaboration coaching
Customer escalations
Fraud prevention
Sense-making in challenges
Service level Agreement Adherence
Time management
Team collaboration and monitoring
Windows OS (XP, 7, 8, 11)
Apple iOS Expertise
Achievements
Achievements
➢ “Client Acer” : For maintaining very good quality standards
➢ “Client Star” : For consistent Performer of the team
Projects
Projects
Sovereign Developers and infrastructure Ltd.
– Research Design and analyzed purchasing strategies via online property portals.
- Designed and distributed questionnaires for purchasing home
- Submitted comprehensive project report on purchasing process and outcomes.
Personal Details
Personal Details
- Date of Birth : 30-06-1993
- Gender : Male
- Nationality : Indian
- Marital Status : Married
- Interests : Driving, volunteering and cricket
- Languages : English, Tamil, Kannada and Telugu
Timeline
Senior Support Representative
Concentrix India Pvt Ltd
11.2016 - 12.2025
Digital Interaction Executive
24/7 for Target Process
09.2015 - 03.2016
Krupanidhi Degree College
Bachelors from Business Management
St Francis College
Pre-University Course (PUC) from Commerce
My Saviour High School
High School from State Board