Almas Inamdar
US CUSTOMER SERVICE SPECIALIST – VOICE PROCESS – REMOTE – NIGHT SHIFT
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About
Customer Service & Technical Support professional with 6+ years of experience in international voice, chat, and email support, service desk operations, customer issue resolution, ticket management, escalation handling, and team support. Experienced in maintaining service quality, meeting SLAs, supporting customers across multiple channels, and working with incident/ticketing workflows. Strong spoken English, active listening, professional communication, and comfortable working remote night shifts.
Immediate joiner.
Experience
Customer Service Team Lead at MS Communications (2024 – 2025)
- Led customer service agents providing voice, chat, and email support while monitoring daily KPIs and SLA compliance.
- Handled high-priority customer escalations and coached team members on complex customer-service and technical workflows.
- Worked with cross-functional teams to improve escalation handling and reduce ticket turnaround time.
Customer Success Manager at SunGard (2023-06 – 2023-11)
- Managed enterprise customer accounts and resolved customer and technical queries through phone, email, and live chat.
- Reviewed customer feedback and service metrics to identify process improvements and strengthen customer experience.
Customer Service Representative at Accenture (2021-12 – 2023-01)
- Delivered international voice, email, and chat support with a strong focus on First-Contact Resolution (FCR).
- Maintained quality standards while resolving account-level queries and coordinating with Tier-2 technical teams.
Service Desk Engineer at HP (Contract via Mphasis) (2021-05 – 2021-12)
- Provided L1 support for hardware, software, VPN, Active Directory, and network-related issues for global users.
- Logged, tracked, updated, and managed incident tickets in ServiceNow using ITIL-aligned support practices.
Technical Support / Team Leader at MS Communications (2019 – 2021)
- Provided L1/L2 hardware, software, and connectivity troubleshooting for end users before progressing into team leadership.
- Managed day-to-day team performance, technical coaching, and service delivery standards.
Education
Bachelor of Pharmacy (B.Pharm) – Savitribai Phule Pune University
