ADITYA HIRLEKAR

Troubleshooting on remote as technical support executive helped customer regarding drivers issue outlook issue onedrive issues

Provided end-to-end technical support for on one of the premium process, managing licenses, subscriptions, refunds, and activations on Windows/Mac, ensuring policy compliance, and resolving customer issues via remote for seamless experiences. Diagnosed and resolved technical issues including product activation errors, subscription management, and Windows support. Delivered empathetic and professional customer support across multiple communication channels, guiding users step-by-step during remote troubleshooting to build trust and transparency. Consistently met resolution time targets, maintained high customer satisfaction (CSAT), and ensured strict adherence to Microsoft support policies.

Worked at Conneqt Business Solutions for the Myntra process, handling live customer queries for the e-commerce platform. Used Yoda (knowledge content), Smart Assist, and Agent Assist CRM to resolve issues, raise tickets, and forward requests to the Myntra operational team. Maintained AHT under 5 minutes and achieved 90% CSAT.

Handled chat, voice, and semi-voice processes. Responsible for booking loads for clients based in the USA. Managed product replacements and orders, coordinating shipments to warehouses across Europe and the USA. Utilized knowledge of MS Excel to post loads on Google Sheets.

Responsible for distributing leads to customers seeking tips for investing in the stock market, ensuring they were matched with the most suitable and best associate to increase the organization's revenue. Managed over 100 associates across two floors and analyzed their performance by assessing the conversion ratio of leads assigned to leads converted.