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Customer
Support
Specialist

Senior Support Executive · Team Lead · Technical Trainer

Customer-focused professional with 5+ years of experience in gaming customer support, technical troubleshooting, and issue resolution. Proficient in Zendesk and Helpshift with a strong track record of improving CSAT and meeting SLA targets.

5+ Years experience

100+ Daily tickets resolved

4× R&R Award winner

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Career History

Work Experience

Senior Support Executive Oct 2019 – Feb 2026

Intouch CX · Bangalore

Resolved 100+ customer tickets per day via email, consistently meeting SLA targets and maintaining high CSAT scores.
Delivered customer support for gaming platforms, resolving technical issues, account-related concerns, and in-game purchase disputes.
Conducted technical training sessions for internal teams, improving independent troubleshooting and reducing dependency on escalations.
Led a team of 4, improving resolution efficiency and reducing escalation rates significantly.
Identified and resolved recurring technical issues, contributing to improved product performance and user experience.

Customer Relationship Officer — Retention Aug 2018 – Aug 2019

Hinduja Global Solutions · Bangalore

Performed all duties to provide full customer satisfaction and retain customers through the retention department.
Delivered customer service via email and voice with exceptional courtesy and efficiency.
Processed payments and handled billing-related requests efficiently and accurately.

Content Creator / Analyst Feb 2015 – Sept 2016

Softwits Startup Technology · Bangalore

Created content for blogs, social media, emails, and websites to boost engagement and brand reach.
Designed visuals — images, infographics, videos — to enhance audience engagement and brand awareness.
Performed keyword research and executed on-page SEO strategies to improve search engine visibility.
Led a team of 6, managing end-to-end product and content from ideation to launch.

Core Competencies

Professional Skills

🎫

Zendesk & Helpshift

💳

Payment Issues & Dispute Resolution

🧩

Complex Problem Solving

🤝

Retention & De-escalation

🔍

Analytical & Attention to Detail

🔧

Advanced Troubleshooting

✍️

Content Creation & Management

🐛

Software Bug Identification

💻

HTML, CSS & JavaScript

📣

Email & Voice Support

👥

Team Leadership & Training

📈

SLA & CSAT Optimization

Strengths

Smart Working Time Management Composed & Polite Fast Learner Driving Cooking

Academic Background

Education

Master of Technology

Computer Science

B.S. Abdur Rahman University, Chennai · 2014 · CGPA 7.75

Bachelor of Computer Science

B.Sc. Computer Science

Mohamed Sathak Engineering College, Kilakarai · 2012 · CGPA 6.94

Academic Contributions

Seminar & Workshops — Delivered seminars on Mobile Technologies for college students.

Mentorship — Mentored undergraduates through academic projects and technical implementations.

Conference Paper — Presented research at the RTCAIM National Conference, Bangalore.

Research Publication — Published paper on Wireless Sensor Networks in the AIMS Journal of Research, Vol. 9, Issue 1, pp. 34–39.

Recognition

Achievements

🏆

Four-time Rewards & Recognition winner for outstanding performance in customer support.

🎯

Successfully helped bring the client's support queue in-house through strategic issue resolution and improved customer satisfaction.

⭐

Consistently maintained high quality standards in product support and service delivery across all tenures.

📚

Published peer-reviewed research and presented at national academic conferences on computing technologies.

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Let's Connect

Open to new opportunities in customer support, team leadership, and technical operations.

📍 Lucknow, India

🎮 Gaming Support Expert

🧑‍💼 5+ Years Experience