Nilotpal B.
Mid-Level Customer & Technical Support Specialist
Open to offersNew to PlatformAbout
Nilotpal B. is a dedicated Customer & Technical Support professional with over two years of experience in high-impact roles, notably at Concentrix and Teleperformance. Specializing in resolving customer issues across chat, email, and voice channels, he has maintained a strong customer satisfaction score (CSAT) ranging from 85-90%. Nilotpal's expertise in using Zendesk and Salesforce for ticketing and customer relationship management has ensured meeting key performance indicators like SLA, TAT, and quality benchmarks consistently. Currently, he is advancing his technical skills in API troubleshooting and cloud platforms to excel in integration-focused support roles. With proven abilities in troubleshooting, professional communication, and managing high-volume queues, Nilotpal adheres strictly to data privacy and process compliance guidelines, contributing effectively to customer success and escalation management efforts.
Experience
Senior Customer Service Representative
Concentrix · 2026 — PresentManaged priority and escalated cases from start to finish, achieving an average CSAT score of 85-90% in a busy queue. Consistently adhered to productivity, quality, and SLA/TAT targets while ensuring resolution accuracy aligned with established KPIs. Utilized Salesforce for logging, tracking, and resolving customer cases, strictly following data privacy and process compliance protocols.Senior Customer Service Associate
Teleperformance · 2025 — 2026Maintained an average CSAT score of 85-90% while reliably meeting productivity and quality standards in a high-volume support setting. Focused on ensuring accurate resolutions in line with performance metrics and KPIs, aiding in team-wide SLA and TAT compliance. Engaged with customers through chat and email, applying structured troubleshooting techniques for first-contact resolution.Senior Customer Service Representative
Concentrix · 2024 — 2025Handled priority and escalated cases comprehensively, ensuring prompt resolutions through internal coordination. Adhered to strict data privacy and compliance guidelines, minimizing the risk of policy or SLA violations. Employed Salesforce for case logging, tracking, and issue resolution, while maintaining precise documentation of customer cases.Customer Support Associate
Teleperformance · 2023 — 2023Efficiently addressed customer inquiries via chat and email through Zendesk, facilitating first-contact resolution. Delivered precise product and service information to customers, ensuring quality assurance and adherence to SLA standards.
Skills & Expertise
Education
- Bachelor of Business Administration (General)Institution not specified · — — 2026
- Senior Secondary SchoolCBSE · — — 2017
- Secondary SchoolCBSE · — — 2015
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