KETAN JAISWAL

• Escalation Management Specialist with expertise in international travel, visa applications, and customer experience. Through dedicated email support, I manage complex escalations, resolve critical applicant concerns, collaborate with global stakeholders, and deliver timely, customer-focused solutions that facilitate seamless international travel.
• Resolved customer escalations, achieving timely resolutions for technical issues.
• Collaborated with cross-functional teams to effectively address complex client concerns.
• Analyzed incident reports to identify patterns, recommending improvements for enhanced service delivery.
• Backend specialist.

Customer-focused Senior Technical Support & Retention Executive with 1 year of experience delivering end-to-end technical assistance and account care for McAfee software users. Diagnosed complex endpoint, antivirus, and firewall issues via remote support, achieving high customer satisfaction (CSAT) and First-Contact Resolution (FCR). Handled churn-risk accounts and managed billing and subscription concerns, transforming frustrated customers into loyal product advocates.

• Proven ability to exceed revenue targets, convert leads into loyal customers, and deliver value-driven solutions through effective communication, negotiation, and customer-centric selling approaches.
• Results-driven International BPO Sales Specialist with expertise in customer engagement, relationship management, and strategic sales.