Md Akram Khan
Customer Service And Call Audit
Hyderabad
Summary
Customer Support and Quality Associate managing 40+ inbound and outbound customer interactions per shift while protecting KPI and SLA standards. Reviews interactions, supports quality audits, and documents gaps that help improve service consistency and compliance. Partners with team members and management to resolve customer concerns and keep operational reporting accurate.
Overview
2
2
Certifications
9
9
years of professional experience
Work History
Customer Support & Quality Associate
SHARP Consultants USA
04.2018 - 12.2024
- Handled 30+ customer interactions per day while maintaining a professional, customer-focused approach.
- Monitored service quality and productivity against KPIs and SLAs to support consistent customer support performance.
- Conducted quality audits, monitoring, and compliance checks to maintain process standards across customer interactions.
- Reviewed customer interactions to identify quality gaps and surface practical opportunities for improvement.
- Collaborated with team members and management to resolve customer and operational concerns efficiently.
- Maintained accurate operational documentation and reports while supporting process-improvement activities and technical troubleshooting.
Technical Support Associate
YUPP TV (Global Takeoff)
12.2012 - 02.2014
- Resolved 25+ customer support tickets per shift across Roku, WD, and Netgear device issues.
- Delivered clear, empathetic support through verbal and written channels to improve customer experience.
- Captured customer feedback and maintained accurate records of issues, interactions, and resolutions.
- Supported customer escalations by tracking complex cases and coordinating follow-up until closure.
- Applied process improvement habits to surface recurring application and device problems for team review.
Education
Master of Business Administration - HR and Finance
Trine University
Indiana, USABachelor of Commerce -
Osmania University
Hyderabad, IndiaSkills
Customer service & support
Inbound & outbound calling
Customer escalation handling
SLA & KPI management
Technical troubleshooting
Quality auditing
Quality monitoring
Compliance checks
Operational reporting
Process improvement
Certification
Certificate in C Language
Timeline
Customer Support & Quality Associate
SHARP Consultants USA
04.2018 - 12.2024
Technical Support Associate
YUPP TV (Global Takeoff)
12.2012 - 02.2014
Master of Business Administration - HR and Finance
Trine University
Bachelor of Commerce -
Osmania University