Abhishek T S

About Abhishek T S

I help companies scale customer support into a high-impact, SLA-driven function that improves customer satisfaction, reduces resolution time, and drives retention.With 14+ years of experience across Fintech, EdTech, and IT Services, I specialize in building and optimizing L1/L2 support operations in high-growth environments. What I bring:• Led and scaled 40+ member support teams across high-volume environments• Improved CSAT from ~82% to 93% through process optimization and coaching• Reduced turnaround time (TAT) by 25–30% by streamlining workflows and escalation management• Implemented asset and service management systems (Freshservice) across 2300+ devices• Drove automation initiatives reducing manual effort by 20%+ and improving ticket throughput Core strengths:Customer Success & Experience | Support Operations | SLA & KPI ManagementProcess Optimization | Vendor Management | Automation & Tools (Freshservice, JIRA)Data-driven decision making | Cross-functional collaborationI thrive in fast-paced, scaling environments where customer experience and operational efficiency are critical to growth.Currently exploring opportunities in:• Customer Success Management• Support Operations Leadership• Service Delivery / Customer Experience rolesIf you’re looking for someone who can bring structure, scale, and measurable impact to your support function, let’s connect.

Experience

1. Associate Manager

   Navi

   Mar 2023 — Present

   I optimized the ticketing process for the Helpdesk team, introducing a Knowledge Base that significantly boosted Resolution Time from 70% to an impressive 96% within just 3 months. Spearheaded the development of an Asset Management tool on Fresh Service, providing comprehensive insights into every asset owned by the company, ensuring efficient tracking and optimization of stock levels to meet operational needs and enhance overall efficiency. I have successfully implemented Zero Touch Deployment for Windows and MAC systems through Manage Engine, automating OS deployments and Patch Management. Asset Management and future procurement projections. Implemented 180 day password policy and Google SSO for all IT related apps. Antivirus and Encryption roll out for all the laptops across the organization. Automated the Onboarding/offboarding process.

Education

• S.J.B.Institute Of Technology

  Bachelor of Engineering (B.E.), Electrical and Electronics Engineering

• Visvesvaraya Technological University

  Bachelor's degree, Electrical and Electronics Engineering

• Sikkim Manipal University - Distance Education

  Master of Business Administration (M.B.A.), Project Management

  2013 — 2015

Skills

• Windows
• Basics of Unix
• Testing
• Embedded Systems
• Servers
• Linux
• Html
• N+ Certified
• Team Management
• Comptia a+ Certification
• Server Administration
• Requirements Analysis
• Tcp/Ip
• Mcse 2003
• Unix
• Ccna