Ashwin Nair

• Provide SME support for 30 L1 agents, addressing escalations, improving product understanding, and conducting bi-monthly
coaching sessions. Helped lift team FCR to 80% and maintain strict 30-minute SLA compliance across chat operations.
• Manage over 20 tickets daily while updating KCS-aligned knowledge articles, ensuring accurate technical content, reducing recurring
queries, and improving ticket deflection by more than 20%.
• Championed the Shift-Left initiative, identifying root causes and standardizing fixes that reduced L3 escalations by 50% and overall
escalations by 20%.
• Led the creation of an interactive training module, resulting in a 25% increase in knowledge retention among new hires.
• Collaborate with QAA to enhance authentication and PII compliance, supporting the teams 99% quality score and over 90% CSAT
performance.

• Diagnosed and resolved approximately 25 daily network and connectivity issues via SSH/Telnet, reducing average customer downtime by
15% and improving first-call resolution rates by 8%.
• Managed L1/L2 escalations by conducting end-to-end technical investigations and producing detailed reports covering error trends, ticket
history, and system performance. These insights enhanced operational transparency, drove process corrections, reduced avoidable
escalations by 15%, and improved escalation handling efficiency by 20% across the support function.
• Documented technical solutions and troubleshooting procedures to build a knowledge base, improving team efficiency and reducing
resolution time for common issues.

• Managed and updated training records, assigned learning modules, and generated compliance reports for 1, 000+ employees, ensuring
100% accuracy and timely course completion notifications.
• Created structured reports on learning history and account status, supporting audit readiness and improving the departments operational
efficiency.