Rajiv S.
Senior Customer & Technical Support Specialist
Open to offersNew to PlatformAbout
R. S. is a seasoned Customer & Technical Support Specialist based in New Delhi, India, with over 13 years of comprehensive experience in IT operations and service desk management. Throughout his career, he has showcased proficiency in handling high-volume support cases for global entities such as HPE and Zurich Insurance. His expertise spans across troubleshooting, networking, and the emerging fields of Python, Artificial Intelligence, and cybersecurity. He is adept at de-escalating complex issues and delivering outstanding user experience, consistently achieving high customer satisfaction scores. Professionally, R. S. has held pivotal roles like Customer Support Advisor at Onecom, where he handled over 650 calls at peak volumes, and as a Technical Support Engineer at Hewlett Packard Enterprise, ensuring a 99% SLA adherence rate. His ability to foster strong client relationships and efficiently manage service desk operations highlights his contribution to improving service delivery and client retention across various roles.
Experience
Customer Support Advisor
Onecom (India) Technologies Pvt Ltd · 2025 — 2025Provided inbound and outbound voice support, ensuring timely resolutions for customer queries with peak call volumes reaching 650 in November. Offered multi-channel support through email and chat, handling over 40 daily interactions while maintaining high quality and response standards. Focused on building customer relationships, which contributed to an increase in first-call resolution rates.Executive (Customer Experience)
NAVI Technologies Limited · 2022 — 2022Delivered premium customer support aimed at enhancing user experience for more than 500 clients. Addressed complex issues and effectively managed 30 to 50 calls per day. Improved call management processes, facilitating a reduction in average handling time.Senior Associate Operations
WNS Global Services Pvt Ltd · 2018 — 2021Handled casualty and motor insurance claims for Zurich Insurance clients in the UK, achieving a 98% accuracy rate while ensuring compliance. Developed strong relationships with clients and consistently met service delivery standards across various claims. Implemented workflows to safeguard sensitive data, significantly enhancing operational efficiency.Technical Support Engineer (Service Desk)
Hewlett Packard Enterprise (HPE) via Tek Systems · 2016 — 2018Led Tier-1 technical support for HPE clients in the AMS region, addressing over 300 tickets weekly. Monitored client cases in real-time to swiftly address critical technical issues, achieving 99% adherence to service level agreements. Managed the resolution of technical queries through outbound calls and email ticketing systems for more than 200 enterprise users.Technical Support Engineer
Mphasis Limited (Client: HPE) · 2014 — 2016Provided extensive technical support for enterprise clients while managing service desk operations for over 200 users. Oversaw the lifecycles of case management and maintained transparent communication with clients regarding technical issues, reaching a 95% customer retention rate.Accounts & Office Assistant
K.P. Sharma & Associates / Raj Kumar Jain & Co. · 2011 — 2014Facilitated tax documentation and compliance matters for more than 100 clients each year, while also drafting legal agreements. Created financial statements, such as balance sheets and profit & loss reports, ensuring a 95% accuracy rate in financial reporting.
Skills & Expertise
Education
- Bachelor's of Commerce: CommerceDispur College, Gauhati University · — — 2011
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