Vikas Bandi

Oloid.ai

• Provide end-to-end technical support for Oloid's AI-powered physical security and access control platform, resolving hardware and software integration issues.
• Collaborate with engineering and product teams to escalate and resolve complex customer-reported defects and platform issues.
• Manage incident tracking, customer communication, and SLA adherence using internal ticketing systems.
• Serve as primary point of contact for enterprise clients, ensuring smooth onboarding and ongoing technical assistance.
• Contribute to knowledge base articles and internal documentation to improve team efficiency and first-call resolution rates.

Tech Mahindra

• Managed and troubleshot software-related queries including password management, delivery management, order management, transaction verification, inventory, and Genesis-related issues.
• Spearheaded resolution of escalated queries using analytical thinking and structured problem-solving, improving customer satisfaction metrics.
• Leveraged tools including Salesforce, Guacamole, Active Directory, Okta, and Linux to support day-to-day operations.
• Served as a reliable point of contact for semi-technical support, utilizing deep product knowledge to deliver personalized solutions.

Dell Technologies

• Diagnosed and resolved complex hardware and software issues for enterprise customers, reducing downtime and optimizing operations.
• Served as the primary escalation resource for complex technical problems, ensuring timely and effective resolutions.
• Championed process improvement initiatives that streamlined technical support operations and increased team efficiency.
• Collaborated cross-functionally to identify improvement opportunities and enhance the end-to-end customer experience.

Concentrix Services Pvt Ltd

• Delivered expert technical support and troubleshooting for a large-scale enterprise client base, resolving complex issues with professionalism.
• Acted as a Subject Matter Expert (SME), mentoring team members and driving continuous improvement initiatives.
• Managed escalated technical queries using cutting-edge technology knowledge to optimize customer satisfaction and retention.
• Maintained high first-call resolution rates through in-depth product knowledge and superior problem-solving skills.

Concentrix Daksh Services Pvt Ltd

• Resolved intricate customer inquiries and guided users through complex product-related issues with a customer-first approach.
• Managed escalated queries using analytical thinking, ensuring seamless resolution and improved customer satisfaction.
• Collaborated cross-functionally to optimize support processes and contribute to continuous improvement initiatives.

247 Inc

• Utilized advanced digital communication tools to engage diverse customer bases across multiple digital channels.
• Resolved complex customer inquiries by combining technical expertise with strong communication skills to consistently exceed SLA benchmarks.
• Proactively identified process enhancement opportunities and collaborated with internal teams to optimize digital support workflows.