Nivash Edison

Customer-focused Customer Support Specialist with hands-on experience in ticket resolution, escalation handling, and SLA compliance across remote support environments. Proven track record of exceeding First Call Resolution (FCR) targets, optimizing Average Handling Time (AHT), and improving vendor response times by 30% through process automation. Combines strong client relationship management with data analysis skills in Power BI, Tableau, and Power Query to turn customer feedback into actionable service improvements.

Engineering background strengthens analytical and cross-functional communication skills. Open to international relocation for the right opportunity.

Customer Support Executive at Hexaware (2025-01 – 2026-05)

• Managed a diverse portfolio of customer accounts, consistently exceeding First Call Resolution (FCR) targets while maintaining low Average Handling Time (AHT) to maximize customer satisfaction.
• Resolved escalated client issues and system tickets in strict alignment with Service Level Agreements (SLAs), proactively maintaining high service standards.
• Leveraged advanced tracking metrics and reporting dashboards to analyze customer feedback trends, enabling the client relationship team to make data-driven service improvements.
• Served as cross-department liaison between technical and product support teams, translating customer queries into actionable improvements for a seamless client experience.

Purchase Officer & Business Data Specialist at Synergy Shipping Management (2023-01 – 2024-12)

• Provided responsive client and vendor support, acting as the primary point of contact between multinational supply vendors and international logistics teams, ensuring 100% on-time execution through structured service coordination.
• Developed automated tracking and reporting solutions that reduced vendor query response times by 30%, directly improving service turnaround and client satisfaction.
• Built reporting spreadsheets using Power Query and Excel formulas to manage inventory and order tracking, cutting manual workflow time by 25%.
• Consolidated and analyzed monthly procurement spend data, delivering insights that supported timely, cost-effective decision-making for stakeholders.

B.E. in Mechanical Engineering (2020)

Higher Secondary Certificate (2016)