Experienced customer experience specialist with 5+ years in U.S. telecom order management and help desk support. Proficient in managing local number portability (LNP) processes, SLA compliance, and telecom provisioning. Track record of delivering accurate solutions, resolving escalations efficiently, and maintaining on-time service delivery. Acknowledged for exceptional communication and process enhancement skills.
Hi, I’m
NAGARAJA O
Senior Consultant - Customer Support
Bengaluru
Summary
Overview
6
years of professional experience
4
Languages
Work History
Intouch Cx
Senior Customer Consultant
09.2025 - 01.2026
Job overview
• Handled fraud detection and investigation support cases.
• Reviewed transactions and identified suspicious activities.
• Maintained detailed documentation and compliance records.
• Ensured timely case resolution within SLA guidelines.
Sequential Tech International
Senior Customer Experience Specialist
10.2019 - 12.2024
Job overview
• Processed Local Number Portability (LNP) port-in and port-out orders for US carriers.
• Handled CSR retrieval, validation, and LSR submissions ensuring compliance and accuracy.
• Managed FOC tracking within defined SLAs (same day / 2–3 business days).
• Resolved ticket-based issues including activation failures, rejections, cancellations, and order changes.
• Coordinated with carriers and LECs to resolve order rejections and escalations.
Education
GMIT DAVANGERE
Bachelor of Engineering
University Overview
SJM POLYTECHNIC CHITRADURGA
Diploma
University Overview
Skills
Strong empathy,
Customer satisfaction,
Creative solutions,
Client relationship building,
CSR / LSR Processing & Validation,
Local Number Portability (LNP),
Order Management,
SLA & Escalation Management,
Fraud Investigation,
Help Desk Support,
Ticketing Systems, FOC Tracking,
Ops Console, Salesforce,
Workfront, Reporting, MS Excel, Outlook
Additional Information
Additional Information
Core Skills:
• Order Management (Telecom Port-In/Port-Out)
• Local Number Portability (LNP)
• International Customer voice support & Help Desk Support
• CRM Tools management (Salesforce, Core, Ops Console, Workfront, Moab, Outlook, Accertify, CCA, G-scope)
• Email, Chat, SLA & Escalation Management
• Telecom Operations (CSR/LSR/FOC)
• Ticketing & Issue Resolution
• Process Improvement & Reporting
• MS Office (Excel, Documentation, Tracking)
• Fraud & Investigations support
Accomplishments
Accomplishments
➢ Client Appreciation Award – Sequential Tech International (Outstanding contribution to business excellence)
➢ Promoter Response Award – Lumen Help Desk Support (Top performer in customer support and escalations)
Timeline
Senior Customer Consultant
Intouch Cx
09.2025 - 01.2026
Senior Customer Experience Specialist
Sequential Tech International
10.2019 - 12.2024
GMIT DAVANGERE
Bachelor of Engineering
SJM POLYTECHNIC CHITRADURGA
Diploma