Aditya Kumar

Customer support specialist, experienced in tackling technical and product-related problems through live chat and email. Proficient in diagnosing platform quirks, handling busy support queues, and working alongside engineering and product teams. Also, I document solutions for knowledge bases.

I communicate clearly with customers, prioritize issues effectively, and manage expectations. This background provides a solid base for advancing into application security and SaaS product support positions.

Customer Support Agent (English) at Teleperformance (2025-04 – 2026-01)

Customer Support professional with hands-on experience troubleshooting complex product and account issues in fast-paced, high-volume environments. Skilled in managing global customer communications, investigating platform behavior, and explaining technical workflows clearly to non-technical users. Recognized for strong problem ownership, empathy, and driving customer satisfaction and retention.

• Addressed intricate product, account, and technical inquiries via live chat and email, consistently achieving strong customer satisfaction ratings.
• Diagnosed platform-related problems, user setup difficulties, and data discrepancies by examining backend tools and operational processes.
• Utilized Zendesk to organize, prioritize, and monitor support tickets, ensuring compliance with service level agreements and the appropriate escalation of unresolved matters.
• Worked closely with internal teams through Slack to flag bugs, persistent issues, and system regressions to the appropriate parties.
• Effectively communicated technical concepts, policies, and workflows to non-technical users, thereby minimizing repeat inquiries and misunderstandings.
• Pinpointed recurring customer issues and offered suggestions for process enhancements and internal documentation.
• Handled a high volume of support interactions across multiple regions while maintaining professionalism, empathy, and accuracy.

Project Leader – Team Talon at Chandigarh University (2023-02 – 2023-12)

Leaded a team of 5 members to design an aircraft with best facility, performance and operations efficiency. Experience day to day operations, meeting and audit activities to complete this amazing project. Came up with different Skills such as- AutoCAD, Catia V5, Microsoft Excel, PowerPoint, word, Xflrf5.

Computer Fluid Dynamics at Pegasus Aerospace (2022-12 – 2023-01)

Learned and assisted in simulating fluid dynamics using computer fluid dynamics. A worth one month internship in which I collaborated with the team to interpret results and implement design improvements.

• Computational Fluid Dynamics
• Team collaboration
• Simulation and analysis

Bachelor of Engineering in Aerospace Engineering – Chandigarh University (2020-07 – 2024-06)

Intermediate – SDSM School for Excellence (2020 – 2020)

Matriculation – SDSM School for Excellence (2018 – 2018)