Abishek Raj
Technical Support Engineer | Scaling Customer Success through Rapid Troubleshooting & 100% SLA Compliance
Chennai
3+ years of work experience
Nov 20257 mosPresent
Chennai, Tamil Nadu, India
Directed end-to-end incident resolution for enterprise-level clients, maintaining a 100% SLA compliance rate across high-priority tickets.
Streamlined system operations by identifying recurring technical bottlenecks, resulting in a 20% reduction in repeat support requests.
Authored 20+ technical SOPs and knowledge base articles, improving team onboarding efficiency and troubleshooting speed.
Mar 20259 mosNov 2025
Chennai, Tamil Nadu, India
Managed client interactions via voice and non-voice channels, resolving technical issues efficiently within SLA targets. Identified process inefficiencies and proposed workflow improvements to enhance operational effectiveness. Maintained accurate records of customer interactions to support compliance and quality assurance protocols. Collaborated with cross-functional teams to update process documentation and knowledge bases. Ensured strict adherence to data privacy policies while handling sensitive customer information.
Mar 20231 yr 11 mosJan 2025
Chennai, Tamil Nadu, India
Led a top-performing Customer Service team at Sutherland Global Services, fostering a culture of excellence and innovation.
• Implemented positive leadership strategies to empower team members and drive accountability.
• Conducted regular team meetings to celebrate achievements and provide constructive feedback for growth.
• Prioritized skill development and growth opportunities for team members to thrive personally and professionally.
Education
Master's degree, Computer Software Technology/Technician
Vels University
20212 yrs2023
Bachelor's degree, Computer Science
Vels University
20183 yrs2021
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