Ankush Bhattacharya (He/Him)

# Ankush Bhattacharya – A Seasoned Professional in Technical Support & Business Development

## Professional Experience

### HotelKey India Pvt Ltd, IT Park, Nagpur

#### Technical Support – Level 2 (May 2024 – Present)

Ankush Bhattacharya currently serves as a technical support specialist (L2) at HotelKey, where he plays a crucial role in enhancing client support operations. His responsibilities include:

- Providing floor assistance to agents, offering real-time support and guidance during calls.

- Managing supervisor and escalation calls, ensuring prompt resolution of complex customer issues.

- Handling pending tickets, ensuring timely and accurate resolutions.

- Collaborating with account and product teams to identify and fix issues, improving overall service quality.

- Responding to client emails with clear and comprehensive solutions.

- Maintaining thorough documentation of support interactions for process improvements.

- Monitoring agents' SLA adherence, generating and sending reports to clients.

- Leading training sessions for new hires, overseeing their on-the-job training (OJT) and ensuring a smooth transition into production.

#### Technical Support Agent (August 2022 – May 2024)

Before his promotion, Ankush worked as a technical support agent at HotelKey, handling large volumes of client inquiries and ensuring smooth resolution of software-related issues. His key contributions included:

- Managing inbound calls and emails from global clients, following SOPs for effective issue resolution.

- Using Salesforce & Zendesk for ticketing and case management.

- Diagnosing and resolving software issues related to property management systems (PMS).

- Conducting in-depth investigations to identify root causes of technical problems.

- Being selected for the hypercare team, where he managed calls from new clients and ensured a seamless onboarding experience.

### World Lab Professionals Pvt Ltd, Nagpur

#### Business Development Manager (January 2019 – August 2022)

Prior to his role in technical support, Ankush Bhattacharya worked as a business development manager for over three years, focusing on client acquisition and revenue growth. His responsibilities included:

- Identifying and pursuing new business opportunities by analyzing client needs and developing tailored strategies.

- Negotiating contracts and closing deals, ensuring mutually beneficial agreements.

- Developing and implementing sales strategies to exceed revenue targets.

- Consistently exceeding sales targets, earning recognition as employee of the year and employee of the month multiple times.

## Projects & Achievements

### Software Implementation Specialist for Global Enterprise Client – HotelKey

Ankush transitioned to the implementation department to support a critical global enterprise client. His key contributions included:

- Configuring software solutions via the admin interface to meet client-specific needs.

- Supporting seamless software deployment by integrating client systems through API data.

- Validating configurations through scripts and queries, ensuring system efficiency.

- Utilizing Jenkins automation to streamline validation and enhance implementation.

- Successfully delivering a fully configured and validated software solution, improving client operations.

## Educational Background

- Bachelor of Commerce (Accounting) – Dr. Ambedkar College, Nagpur (2017 – 2020) – 65% aggregate

- HSC (Higher Secondary Certificate) – SGGS College

- SSC (Secondary School Certificate) – St. Francis De Sales High School

## Key Skills & Expertise

- Technical support and troubleshooting

- Business development and sales

- Software implementation

- Jenkins automation

- Client communication and issue resolution

- CRM & ticketing tools (Salesforce, Zendesk, Kapture CRM)

- Process improvement and training

With a strong background in technical support, business development, and software implementation, Ankush Bhattacharya continues to drive excellence in every role he undertakes.