Rahul Barath
Jaipur
Summary
Technical Support Expert with a proven track record in enhancing First-Call Resolution and reducing escalations. Skilled in API integration and system troubleshooting, contributing to team performance and customer satisfaction.
Overview
1
1
year of professional experience
Work History
Technical Support Expert
Teleperformance
Jaipur
08.2024 - Current
- Delivered Exceptional Multichannel Support: Resolved complex customer queries across live chat and email channels by applying in-depth product knowledge and maintaining an average customer satisfaction (CSAT) score above 90%.
- Elevated Team Performance as a Peer Coach: Recognized and appointed as an unofficial Team Coach, leveraging deep product knowledge and excellent communication to mentor colleagues, directly ensuring the team consistently met key performance indicators (KPIs) for resolution and quality.
- Drove technical efficiency and reduced escalation: Utilized strong research skills and tenacity to effectively resolve complex, technical customer issues, resulting in a 20% reduction in L2 escalations by handling specialized problems at the first level.
- Improved First-Call Resolution (FCR) through Mentoring: Conducted informal training sessions focused on API integration and system troubleshooting, which directly improved the team-wide First Call Resolution (FCR) rate by 15-20%.
- Bridged gaps for technical teams: Systematically identified recurring customer pain points and knowledge gaps, translating complex technical feedback into clear, concise, and actionable internal documentation used to improve peers' product understanding.
- Maintained accurate and actionable case documentation within Salesforce, ensuring every customer interaction and resolution step was clearly logged for future reference and continuity of service.
Education
Bachelor of Science - Botany
Indira Gandhi National Open University
06-2022
Skills
Technical troubleshooting:
System troubleshooting, root cause analysis, API integration (conceptual/applied), SaaS support, web application troubleshooting
CRM and tools:
Salesforce (proficient), case management, documentation, knowledge base contribution
Soft skills:
Mentoring, de-escalation, exceptional written and verbal communication, active listening, resilience
Languages
6,C2,6,C2
Education and Training
other
References
References available upon request.
Timeline
Technical Support Expert
Teleperformance
08.2024 - Current
Bachelor of Science - Botany
Indira Gandhi National Open University