Professional Experience
Roles that
shaped me.
Aug 2016 – Feb 2024
Wicresoft Co. Ltd. · Microsoft Office 365 · Shanghai
Senior Technical Support Engineer
- Represented Microsoft in delivering end-to-end technical support for Office 365 customers across APAC
- Diagnosed and resolved complex technical, billing, and subscription issues via phone, email, and remote desktop
- Managed high-priority escalations ensuring strict adherence to SLAs and service quality standards
- Collaborated with global teams and partners to resolve critical customer issues efficiently
- Maintained consistently high CSAT scores through clear communication and fast resolution
- Continuously updated expertise aligned with Microsoft cloud ecosystem advancements
Aug 2015 – Feb 2016
China Mobile · Shanghai, China
Customer Sales Representative
- Provided customer support for international and English-speaking clients at China Mobile International
- Assisted with account management, billing queries, and technical service issues
- Delivered tailored solutions to enhance customer experience and retention rates
- Bridged communication gaps using strong bilingual and cross-cultural understanding
- Ensured efficient issue resolution and consistently high service satisfaction
Nov 2011 – May 2014
Tata Consultancy Services · Taj Hotels · Mumbai
Senior Process Executive
- Managed global reservation operations for Taj Hotels across email-based systems
- Handled booking inquiries, cancellations, refunds, and payment dispute investigations
- Resolved critical disputes with 100% accuracy and within strict deadlines
- Contributed to revenue generation through efficient and accurate reservation management
- Awarded TCS Certificate for Meeting Deadlines with 100% Accuracy
May 2007 – Oct 2011
HSBC Bank · Mumbai, India
Senior Debt Executive
- Managed credit card collections and delinquent accounts (7–180 days overdue)
- Negotiated settlement plans and payment closures with customers under high-pressure conditions
- Prepared detailed MIS reports for senior management review and strategy
- Achieved all recovery targets while maintaining full compliance with HSBC banking policies
- Reduced delinquency rates significantly — awarded Performance Linked Reward (PLR) 2011