Shubhankar Gadkar
Pune
Summary
Results-driven Technical Support Specialist with over 2.5 years in L1/L2 support. Skilled in troubleshooting technical issues, diagnosing hardware and software problems, and managing escalations. Proven experience in training team members and optimizing onboarding processes while pursuing L2/Product Support roles.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Representative Operations
Concentrix
Pune
12.2024 - Current
- • Managed incident lifecycle from identification to resolution while ensuring strict SLA adherence.
- • Handled high-priority and escalation cases, collaborating with L2/L3 teams to resolve complex issues.
- • Delivered end-to-end L1/L2 technical support for global customers across chat, email, and voice channels.
- • Diagnosed and resolved hardware, OS, system performance, and connectivity issues with a solution-oriented approach.
- • Provided step-by-step technical guidance to customers, enhancing first-time resolution rates.
- • Maintained detailed documentation of cases using CRM/ticketing tools for tracking and reporting.
- ⸻
- Training, Mentoring & Leadership Exposure:
- • Conducted process and technical training sessions for new joiners to facilitate effective onboarding.
- • Mentored team members on live cases, helping them improve troubleshooting and customer handling skills.
- • Provided ongoing guidance on tools, workflows, and quality standards.
- • Shared best practices and supported team performance improvement initiatives.
Business Operations Specialist
CoachX
Pune
02.2023 - 03.2024
- • Led cross-functional initiatives for new product launches and customer engagement improvement, resulting in a 10% reduction in operational costs.
- • Utilized CRM tools to streamline customer relationship management, enhancing customer retention by 15%.
- • Conducted proactive risk assessments, reducing customer complaints by 20% through effective risk mitigation strategies.
- • Managed a portfolio of 100+ educational courses, leveraging data analysis to track performance and optimize course offerings.
- Oversaw daily operations, ensuring seamless workflow across departments to support organizational goals.
- Analyzed business processes to identify improvement areas, enhancing operational efficiency.
- Coordinated training sessions for team members on new software tools, fostering skill development and effective tool utilization.
Education
BBA - Marketing Management And Research
MES Garware College Of Commerce
Pune 10-2022
Skills
L1 / L2 Technical Support
Incident & Problem Management
Advanced Troubleshooting (Hardware/Software)
Root Cause Analysis (RCA)
SLA & Escalation Management
Ticketing Systems & Case Management
Customer Experience (CSAT, FCR Optimization)
Training & Mentoring New Joiners
SaaS / Product Support Fundamentals
Cross-functional Collaboration
- Technical support
- Incident management
- CRM software
Certification
Business Analyst Certification, ExcelR, Pune.
Accomplishments
Top Performer Award Q3, Q4 and Q5
Affiliations
Volunteer Experience: Lions Clubs International (2019-2020
Timeline
Senior Representative Operations
Concentrix
12.2024 - Current
Business Operations Specialist
CoachX
02.2023 - 03.2024
BBA - Marketing Management And Research
MES Garware College Of Commerce