Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Sushil Kumar

Customer Support Specialist
Mohali,Punjab

Summary

Results-driven Incident and Service Management professional with 10+ years of experience in IT support, customer service, team mentoring, and escalation handling. Proven expertise in leading cross-functional teams, ensuring SLA adherence, and delivering operational excellence. Recognized for problem-solving under pressure, driving efficiency, and supporting team success in dynamic, high-demand environments.

Overview

11
11
years of professional experience
17
17
years of post-secondary education

Work History

CUSTOMER SUPPORT SPECIALIST

Iron System
04.2022 - Current
  • Handling day to day activities, maintain internal and external customer database.
  • Maintain tracker and ensure SLA adherence
  • Handling issues/queries over email and calls.
  • Provide first level contact between engineer and client and properly escalate issue to next level.
  • Provided comprehensive support to customers by addressing inquiries, resolving issues, and ensuring satisfaction through effective communication channels.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.

SERVICE SPECIALIST

Avaso Technologies
06.2019 - 04.2022
  • Supported team leader in improving operations and resolving issues to deliver top-notch customer service.
  • Quality check for mails response time, ticket creation/closure.
  • Participate in induction and training documents for new Joiners.
  • Creation of process refreshers, SOP and KT documents.
  • Ensure SLA Adherence on critical projects, accountability for any SLA miss.
  • Manage and escalate customer concern and maintain the internal and external customer database.

ESCALATION SPECIALIST

Conneqt Business Solutions Pvt Ltd
07.2017 - 11.2018
  • Listened to individual complaints with open mind and asked detailed questions to understand issues.
  • Escalate customer concern to next level like field services if required over email or calls as well.
  • Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
  • Generated sales by prospecting leads, cold calling and closing deals.

QUALITY ANALYST

Eclerx
02.2016 - 10.2017
  • Monitor calls for Billing and repair queue.
  • Based upon monitoring sharing feedback with agents.

TECHNICAL SUPPORT EXECUTIVE

V- Wish Solutions
12.2014 - 12.2015
  • Provided real-time support to customer with technical issues Printers, emails etc.
  • Involved in Technical sales as well.

Education

B-Tech IT - Information and Technology

Lovely Professional University
Jalandhar, PB
04.2001 - 01.2014

12th - Science

Govt Senior Secondary School
Hamirpur, HP
04.2001 - 01.2006

Skills

Customer relations

CRM

Call center experience

Organizational skills

Quality control

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Hobbies

Cooking

Listening Music

WWE

Timeline

CUSTOMER SUPPORT SPECIALIST

Iron System
04.2022 - Current

SERVICE SPECIALIST

Avaso Technologies
06.2019 - 04.2022

ESCALATION SPECIALIST

Conneqt Business Solutions Pvt Ltd
07.2017 - 11.2018

QUALITY ANALYST

Eclerx
02.2016 - 10.2017

TECHNICAL SUPPORT EXECUTIVE

V- Wish Solutions
12.2014 - 12.2015

B-Tech IT - Information and Technology

Lovely Professional University
04.2001 - 01.2014

12th - Science

Govt Senior Secondary School
04.2001 - 01.2006

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Sushil KumarCustomer Support Specialist