Lokesh Varman

Customer Retention, Client Service and Technical Support professional with 7+ years of experience across telecom, healthcare operations, online services and BPO environments. Experienced in customer retention, escalation management, telesales, SLA-driven service delivery and technical issue coordination. Diploma-qualified in Computer Engineering with practical knowledge of Windows systems, PC hardware, network troubleshooting, Active Directory and remote support tools.

Recognized for clear communication, customer-focused problem solving and the ability to work effectively in high-volume support environments.

Senior Executive – Telecaller - Atria Convergence Technologies (ACT Fibernet)

(2022-12)

• Manage inbound and outbound customer interactions for service, billing and account-related concerns in a high-volume telecom environment.
• Apply customer retention techniques to address cancellation requests, understand customer needs and present suitable retention solutions.
• Coordinate with technical teams to track network/service complaints through resolution and maintain timely customer communication.
• Handle escalations professionally while maintaining service quality, productivity and SLA expectations.

Client Service Executive - Medusind Solutions

(2021-10 - 2022-11)

• Acted as an operational point of contact for corporate client accounts and managed service requests from logging through resolution.
• Tracked issues against SLA commitments and coordinated with internal teams to ensure timely closure.
• Captured client feedback and recurring service issues to support process improvements and better service delivery.

Retention Executive - Hathway Cable & Datacom

(2019-04 - 2020-09)

• Handled customer cancellation requests and executed retention strategies to reduce subscriber churn.
• Negotiated suitable retention offers based on customer requirements and service concerns.
• Recorded customer feedback and cancellation reasons to support service and retention initiatives.

Customer Care Executive - BharatMatrimony.com Limited

(2016-11 - 2018-10)

• Provided frontline customer support for profile setup, subscription queries, account concerns and platform navigation.
• Resolved customer disputes and service issues with clear communication, empathy and timely follow-up.

Customer Service Executive - Andromeda BPO Pvt. Ltd.

(2014-09 - 2015-09)

• Handled high-volume inbound customer calls, resolved routine service queries and maintained efficient call handling.
• Supported customers while balancing quality, productivity and average handling time (AHT) requirements.

Diploma - Computer Engineering - S.A. Polytechnic College, Avadi (2012)

10th Standard - Matriculation - Don Bosco Group of Schools (2007)