Seasoned Project Lead - Tech & Client Support Expert

Vijaya Agarwal

Aubrey, TX ******.*********@*****.*** +1-940-***-****

www.onenesstree.com

Professional Summary

Dynamic Project Lead with 20+ years in telecom, IT, and client support—overseeing projects end-to end: managing client requests, creating and assigning tasks, coordinating developers, monitoring timelines, testing systems, and ensuring seamless delivery. Certified Bach Flower Therapist, Tarot Reader, and Energy Healer, blending business expertise with holistic insight to empower teams and organizations.

Core Skills

• Client Relationship & Support

• Technical Troubleshooting & Escalation Handling

• Process Optimization & Knowledge Management

• Team Collaboration & Training

• Bach Flower Therapy & Holistic Wellness Consulting

• Intuitive Guidance (Tarot, Dowsing Rods)

Professional Experience

Thoughts2Binary Consulting Pvt. Ltd. Project Lead – Client Support 2017 – 2025

• Manage end-to-end client communication, ensuring timely resolution of tickets via Freshdesk and Monday.com.

• Collaborate with support and development teams to prioritize and resolve escalations.

• Monitor and update weekly pulse reports, ensuring transparency with stakeholders.

• Recognized for impr oving team efficiency by maintaining accurate status updates and task closures.

Tech Mahindra Ltd. Team Manager– 3G Process 2013 – 2017

• Provided technical support and escalations for telecom clients.

• Trained junior staff on effective handling of customer concerns. Contributed to process improvement initiatives, enhancing client satisfaction scores. Stream Services Pvt. Ltd. Technical Support – US & Canadian Clients 2008 – 2012

• Started as Sr Executive than promoted as a Team Lead.

• Consistently exceeded CSAT benchmarks and won recognition for customer-first approach.

• Had been recognised as the best team on floor for consecutive 3 years. Bharti Airtel Ltd. Customer Relationship Officer (Front & Back Office) 2003 – 2007

• Started in frontline customer relations, promoted to back-office for handling escalations.

• Developed strong skills in customer retention and service excellence. Education Bachelor of Arts (TYBA)

Interests

• Spirituality

• Animal care

• Nature walks

• Personal growth

Education

• Secondary (10th), National Institute of Open Schooling (NIOS), India

• Senior Secondary (12th), National Institute of Open Schooling (NIOS), India

• Bachelor of Arts (B.A.), India

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