Bharathan Nainar

Client-focused professional with 6+ years of experience in customer support, incident handling, and service management within fast-paced environments. Strong skills in communication, client relationship management, problem-solving, and crisis handling. Proven ability to manage multiple requests, maintain CRM hygiene, meet service targets, and deliver high customer satisfaction. Adaptable team player with leadership exposure and a strong service mindset.

Senior Analyst (Client Support) at HCLTech (2024-06 – Present)

Acts as primary point of contact for users handling queries, requests, and escalations with focus on client satisfaction and service quality.

• Act as a primary point of contact for users, handling queries, requests, and escalations
• Communicate clearly with clients to understand issues and provide timely solutions
• Maintain accurate ticket updates using ServiceNow
• Handle high-pressure situations and resolve issues within SLA timelines
• Coordinate with multiple teams to ensure smooth service delivery
• Consistently focused on user satisfaction and service quality

Senior Analyst – Operations Support at HCLTech (2021-09 – 2024-06)

Managed daily operational requests, supported business-critical applications, and demonstrated problem-solving during incidents while mentoring junior team members.

• Managed daily operational requests and client communications
• Supported business-critical applications with quick issue resolution
• Demonstrated problem-solving and decision-making during incidents
• Mentored junior team members and supported team objectives
• Ensured process adherence and operational stability

Analyst – Command Centre at HCLTech (2020-07 – 2021-09)

Monitored alerts and customer-impacting issues while preparing reports and supporting proactive issue identification.

• Monitored alerts and customer-impacting issues
• Prepared daily reports and service trackers
• Supported proactive issue identification and escalation handling

Trainee at HCLTech (2019-07 – 2020-07)

Built strong fundamentals in customer support and service operations while learning professional communication and service workflows.

• Built strong fundamentals in customer support and service operations
• Learned professional communication and service workflows

MCA in Computer Applications – SASTRA Deemed University (2023 – 2025)

BCA in Computer Applications – SASTRA Deemed University (2020 – 2023)

BEE Program – HCLTech (2019 – 2020)

Secondary Education – Govt. Hr. Sec. School (2018 – 2019)