Headline

Senior Customer Service & Technical Support Professional | 2nd-Line Broadband Support (UK) | 7+ Years Experience

About

Results-driven customer service and technical support professional with over 7 years of experience across telecommunications, IT support, and e-commerce sectors. Adept at diagnosing complex issues, delivering first-call resolution, and maintaining high customer satisfaction scores. Currently specialising in 2nd-line broadband support for UK customers at VOIS – Vodafone India Services, combining deep technical knowledge with clear communication skills. Experienced in escalation handling, network fault resolution, SLA management, and cross-functional collaboration with UK field engineers and network operations teams. Multilingual communicator fluent in English, Urdu, and Creole-speaking environments. Passionate about mentoring junior agents and driving continuous improvement in customer experience.

Location

Delhi

Work experience

Senior Executive at VOIS, Mar 2022 - Present · 4 yrs 5 mos, Pune District, Maharashtra, India, Provide advanced 2nd-line technical support for UK home broadband customers, resolving escalated issues beyond the scope of front-line agents. Diagnose and resolve complex network faults including router configuration, line quality issues, IP conflicts, and service outages. Liaise with UK field engineers and network operations teams to coordinate fault resolution and minimise customer downtime. Maintain detailed case notes and ensure timely follow-up, consistently achieving SLA targets. Mentor junior agents on troubleshooting processes and best practices for customer handling.

Technical Support Executive at Mega Task Technologies (HP), Mar 2019 - Oct 2021 · 2 yrs 8 mos, Delhi, India, Handled inbound calls from HP customers regarding printer, laptop, and desktop issues. Resolved technical problems remotely using screen-share and remote access tools. Maintained high customer satisfaction scores through courteous and efficient service. Conducted proactive follow-ups to ensure continued smooth operation for customers.

Customer Service Executive at Lenskart Online Service Pvt Ltd, Nov 2015 - May 2017 · 1 yr 7 mos, Delhi, India, Managed inbound product-related calls and customer queries across order and delivery issues. Processed modifications and followed up on open cases to ensure timely resolution. Prepared daily reports on closed tickets and responded to customer email queries. Promoted new products and offers, contributing to monthly sales targets.

Education

Bachelor of Science (B.Sc.), Computer Science, Chhatrapati Shahu Ji Maharaj University (CSJMU), Kanpur