Abhishek Hanchya
London,ENG
Summary
Logical, solution-focused professional with a diverse background in customer service and technical support. With +4 years of experience in providing exceptional 24 x 7 application support and maintenance including Incident, Problem, Change management, Service Transition, Continuous Service Improvement Initiatives, and Support transformations to clients and companies.
Overview
4
4
years of professional experience
Work History
Application Support Analyst
Anthology Inc
02.2021 - 01.2024
- Provided 2nd line support to both Desktop and Web-based applications used by customers through Remote Desktop Connection.
- Responding to issues via phone and email, triaging, troubleshooting reported issues and resolving them, and escalating them where necessary.
- Communicating with clients and end users, keeping them up to date at all the time by taking ownership of merchant issues.
- Involved in fixing highly critical issues during the of the customer's environment.
- Seamless collaboration with the clients. and effectively managing the resolution of all issues within exceptional service levels.
- Assisted in SQL database management, retrieving data, and generating custom reports for internal stakeholders.
- Also provided reports based on Key Performance Indicators (KPIs) and Metrics. These reports helped our stakeholders to understand the performance and progress of various aspects of the business.
- Identified bugs within the company application and implemented a fix by collaborating with the development team which contributed to maintaining product quality.
- Involved in development of new Enhancements to match the expectations of the ongoing market.
- Implemented e-Learning membership product line which has resulted in 10k plus membership and $1m + in revenue to date.
Customer Service Assistant
CSS Corp
02.2020 - 12.2020
- Handling customer calls in a professional manner Taking inputs of the issue and providing suitable solutions.
- Maintaining documentation for each and every call.
- Appropriate and timely follow-up when ever required, Escalating unresolved issue to respective departments for accurate results
- Developed strong relationships with customers, establishing trust and loyalty through attentive service.
- Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
- Involved in the Discovery sessions, and Deep-dive sessions that made me understand the product effectively.
- Achieved a 96% 5-star customer satisfaction rating for having a friendly, understanding, and patient attitude towards customers.
- Engaged with 120+ customer during shifts, beating call volume targets by 20%.
Education
MS in International Business and Data Analytics -
University of Ulster
London, ENG2025
Bachelor of Engineering -
Visvesvaraya Technological University
Banglore, IND2020
Skills
- Office 365
- SQL
- CRM
- Service Desk
- Incident resolution
- Microsoft Azure
- Remote Desktop Connection
Personal Attributes
- Problem Solving - Expert
- Technical Support - Expert
- Troubleshooting - Expert
- Communication Skills - Expert
- Customer Support - Expert
- Documentation - Expert
Interests
- Stock Market
- Spirituality
- Body Building
Timeline
Application Support Analyst
Anthology Inc
02.2021 - 01.2024
Customer Service Assistant
CSS Corp
02.2020 - 12.2020
MS in International Business and Data Analytics -
University of Ulster
Bachelor of Engineering -
Visvesvaraya Technological University
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