Himanshu Patil
Indore
Summary
Dynamic customer support leader with extensive experience at Webgility Solutions, excelling in escalation management and CSAT training programs. Proven track record of enhancing team performance and customer satisfaction through effective mentoring and process automation. Recognized for driving high engagement and achieving significant improvements in service quality.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Team Lead - Customer Support
Webgility Solutions
Indore
11.2012 - Current
- Company Overview: A customer support solutions provider focused on optimizing customer experiences.
- Lead a Tier 2 support team, managing escalations, mentoring staff, and ensuring SLA compliance.
- Oversaw the onboarding and training of new hires, resulting in a faster ramp-up and improved team quality scores.
- Played a key role in process automation initiatives, reducing manual effort, and improving ticket turnaround time.
- Collaborated with Product and Engineering teams to deliver feedback based on customer pain points.
- Recognized for maintaining high team CSAT scores and strong agent engagement.
- A customer support solutions provider focused on optimizing customer experiences.
Customer Support Representative
Teleperformance
Indore
04.2012 - 11.2012
- Company Overview: A global leader in delivering customer experience management.
- Provided technical support to U.S. and Canadian customers on the Windows 8 platform.
- Resolved an average of 8+ cases daily, earning multiple 'Best Performer of the Week' recognitions.
- A global leader in delivering customer experience management.
Customer Support Associate
Wipro
Mumbai
10.2011 - 03.2012
- Company Overview: A leading global IT services provider.
- Handled inbound support for U.S. clients dealing with server issues.
- Collaborated with IT teams to conduct live troubleshooting sessions.
- Achieved a 95% improvement in customer satisfaction through personalized support.
- A leading global IT services provider.
Education
Master of Business Administration -
CDIPS
Indore05.2020
Bachelor of Engineering -
VITM
Indore05.2011
Skills
- CSAT training programs
- Escalation management
Tools I worked on:
- Zendesk
- Salesforce
- HubSpot
- Intercom
Ecommerce
- API carts:
- Shopify
- BigCommerce
- Magento
- WooCommerce
Accounting applications:
- QuickBooks Desktop (7.5/10)
- QuickBooks Online (7.5/10)
- NetSuite (5/10)
Certification
- Basic Telecommunication Training, BSNL India, 2010
- Led and contributed to multiple inter-college projects at VITM Indore in 2010
Accomplishments
- Maintained 95%+ CSAT scores through effective teamwork and process improvements
Projects
Inter-college projects, Indore, Madhya Pradesh, 01/01/10, 12/01/10, involved in various collaborative projects during college, focusing on technical and teamwork skills Lead and contributed to multiple inter-college projects.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Timeline
Senior Team Lead - Customer Support
Webgility Solutions
11.2012 - Current
Customer Support Representative
Teleperformance
04.2012 - 11.2012
Customer Support Associate
Wipro
10.2011 - 03.2012
Master of Business Administration -
CDIPS
Bachelor of Engineering -
VITM
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