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Rajan
Customer Support & Service Operations Specialist
Member since September 18, 2026
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Profile Description
Customer Support Team Leader with 8+ years of experience, including 2+ years in managing teams. Proven expertise in leading operations, handling escalations, and driving performance excellence. Strong background in coaching, customer satisfaction improvement, and process optimization. Reliable and adaptable, ready to take on leadership challenges.
Skills
Team Management(3 years)
Customer Satisfaction (CSAT/NPS)(9 years)
Training & Coaching(3 years)
Issue Resolution(9 years)
Performance Tracking & Reporting(3 years)
Process Improvement(3 years)
MS Office (Excel, Word, PowerPoint)(9 years)
Problem Solving(9 years)
Overview
Employment Preference
Full-time
Desired Compensation
Hourly: $6
Monthly: $1,101
Yearly: $13,221
Hours per Week: 45
Basic Information
Country
India
Career
Experience
Customer Support & Service Operations Specialist
Oct 2025 – PresentElife Transfer
Coordinated with international suppliers and customers for smooth ride operations. Ensured service quality and followed SLA guidelines. Handled supplier communication and resolved operational issues. Worked with different teams to improve service and customer experience. Identified problems and suggested process improvements. Supported team members with guidance and best practices.
Team Leader
Oct 2024 – Sep 2025Concentrix India
Led a team of technical support agents to meet SLA and performance targets. Monitored daily KPIs such as AHT, CSAT, and ticket resolution. Handled customer and technical escalations. Coached team members to improve performance and quality. Ensured adherence to processes and quality standards. Prepared basic performance reports for management.
SME
Aug 2022 – Oct 2024Accenture India
Provide advanced technical support and resolve complex issues. Act as escalation point for agents and support teams. Ensure SLA adherence and quality resolution. Guide and support agents with real-time assistance. Identify recurring issues and share solutions with the team. Maintain and update knowledge base and SOPs. Support training and onboarding of new agents. Work with TLs and managers to improve process and quality.
Senior Customer Support Executive
Oct 2021 – Aug 2022Concentrix India
Handle customer queries related to payments, wallets, cards, and transactions. Resolve complex and escalated cases with accuracy and ownership. Deliver excellent service to maintain high CSAT. Investigate failed/duplicate/refund transactions. Guide junior advisors with real-time support. Maintain accurate case documentation and system updates. Coordinate with risk, operations, and technical teams for resolution and Identify and report fraud or suspicious activities.
Analyst
May 2017 – Aug 2021SBI Cards (3rd Party Payroll)
Make outbound calls to customers for verification, updates, or issue resolution. Process and close backend tickets/cases within SLA. Perform data verification and account updates accurately. Explain processes, status, or next steps clearly to customers. Ensure compliance with quality, security, and regulatory guidelines. Maintain accurate documentation of calls and case actions. Meet productivity and quality targets consistently.
Education
Bachelor of Commerce, Accounting
2017 – 2019Dr. A.P.J. Abdul Kalam University
Intermediate (Commerce)
UP Board, Allahabad
Languages
English
Advanced
Hindi
Native
Spanish
Intermediate
Punjabi
Native
Contact & Links
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Address
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