Summary
Overview
Work History
Education
Skills
Career Achievements
Disclaimer
Timeline
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Carlton Greatorex

Carlton Greatorex

Technical Support Analyst/Client Support Specialist
Pune

Summary

Technical Support Analystwith over 5 years of experience delivering exceptional customer support in high-volume environments. Recently promoted to Tier 1 Support for demonstrating advanced troubleshooting skills, strong technical knowledge, and consistent service excellence. Handling escalations, resolving complex technical issues, and providing timely, customer-centric solutions. Known for mentoring and guiding team members, answering technical queries, and fostering collaboration across teams. Highly organized, adaptable, and committed to maintaining high service standards while driving continuous improvement in support operations.

Overview

2026
2026
years of professional experience
4045
4045
years of post-secondary education

Work History

Technical Support Analyst/Client Support Specialist

Ice Mortgage Technology
2 2022 - Current
  • Promote to Tier 1 Support Analyst in January 2025 in recognition of consistent performance and technical proficiency.
  • Handle complex escalations, providing effective resolutions while ensuring customer satisfaction.
  • Serve as a point of contact for team members, answering queries and clarifying technical issues.
  • Mentor and guide team members daily by assisting with escalated cases and facilitating knowledge sharing.
  • Develop and effectively apply learned technical and domain expertise to assist customers in the intended and proper use of Ellie Mae software solutions
  • Resolve technical problems reported by the customer to the agent in a timely manner with minimal assistance for 85% of all cases and maintaining the satisfactory level of customers
  • Support and drive service level attainment to departmental standards
  • Strive for first-class resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards
  • Have awareness for, and develop recognition of systematic customer-impacting problems and respond appropriately per departmental procedure
  • Manage case backlog to departmental standards
  • Thoroughly and accurately document details of all customer interactions in appropriate case management system.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Stayed current with industry trends and emerging technology advancements to better serve client needs when troubleshooting challenges arose.
  • Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.

Insurance Consultant

Allstate
05.2021 - 02.2022
  • Developed and sustained relationships with potential and existing and new clients
  • Responsible for timely, accurate quotations, pricing inquiries and various pro-forma invoices to customers, processing inquires through email and phone
  • Intensely following up with the prospects and closing the sales within the sales cycle
  • Working with the sales team towards attaining monthly/annual targets and work closely with management as well as clients to determine current business requirements with regards to Motor Insurance.
  • Established lasting relationships with key industry partners, including brokers, carriers, and service providers to better serve client needs.
  • Developed targeted client acquisition strategies through networking events, industry conferences, and by leveraging professional connections within the local business community.
  • Increased customer satisfaction ratings through timely claims processing and consistent communication with clients.
  • Conducted comprehensive policy audits for clients, ensuring proper documentation and compliance with regulatory requirements.
  • Collaborated with underwriters to negotiate favorable terms for clients, ensuring optimal insurance plan offerings.

Sales Advisor

Whitehat Jr
07.2020 - 11.2020
  • Initiating phone conversations with parents who complete demo classes for their kids
  • Intensely following up with the prospects and closing the sales within the sales cycle
  • Diligently communicating and priming the lead through channels like email, WhatsApp, SMS, Calls
  • Achieving the weekly targets in a high-pressure performance driven competitive environment.
  • Established a supportive environment for all students by fostering open communication lines between faculty members, parents, and fellow counselors.
  • Worked closely with internal teams such as product development, customer service, and marketing to ensure a seamless end-to-end client experience.
  • Developed a deep understanding of customer needs and tailored presentations to highlight product features most relevant to their requirements.
  • Increased sales by building strong relationships with education professionals and showcasing the benefits of our products.
  • Achieved sales targets by consistently identifying and pursuing new client opportunities within the education sector.
  • Spearheaded initiatives that led to improved visibility of our brand within target educational communities.
  • Received positive feedback from clients for attentiveness to detail during implementation processes, leading to successful adoption rates.
  • Collaborated with colleagues to devise innovative strategies for reaching untapped markets within the education sector.

Ticketing Agent/Client Management (Sales)

Fareportal India Ltd
01.2016 - 01.2020
  • Developed and sustained relationships with potential and existing and new clients
  • Working with the sales team towards attaining monthly/annual targets and work closely with management as well as clients to determine current business requirements
  • Responsible for timely, accurate quotations, pricing inquiries and various pro-forma invoices to customers, processing inquires through email and phone
  • Managed travel calendars and meetings for clients.
  • Carry out Order processing activities
  • Work closely with Quality Control to ensure accuracy and highest level of accuracy
  • Provide sales, information and service support for outside sales representatives
  • Track and monitor data, prepare daily and weekly reports and Perform Invoices
  • Coordinating, leading and managing sales team
  • Quotation preparation and follow up of order and periodical reporting
  • Became proficient in domestic as well as international flights
  • Developed innovative ways to track airlines activity that could be reported to management each day
  • Asked to monitor calls for new agents and offer constructive criticism as a mentor.
  • Collaborated with colleagues to maintain a consistently high level of service across all departments.
  • Increased repeat business by building rapport with customers and providing exceptional service.
  • Improved overall efficiency of ticketing operations by implementing organizational strategies that increased daily productivity levels.
  • Assisted passengers with special needs or accommodations, ensuring a comfortable travel experience.
  • Managed group bookings, coordinating seating arrangements and other logistics for large parties of travelers.
  • Kept current on airline policies and procedures to provide accurate information to passengers at all times.
  • Promoted positive workplace culture among colleagues through open communication channels and collaborative problem-solving efforts.
  • Enhanced customer satisfaction by efficiently processing ticket purchases and reservations.
  • Contributed to team goals by meeting or exceeding individual sales targets on a consistent basis.
  • Maximized revenue opportunities by identifying upselling possibilities within each transaction or interaction with customers.

Education

Bachelor of Arts -

Himalayan University

High School Diploma -

The Bishop's Jr College
04.2001 - 01.2015

ICSE -

The Bishop's School

Skills

Technical & Support Skills

  • Tier 1 Technical Support

  • Incident & Escalation Management

  • Root Cause Analysis

  • SLA & Ticket Prioritization

  • System Performance Troubleshooting

  • Process Documentation

  • Help Desk Operations

  • Issue Resolution Workflow

  • Peer Mentoring & Coaching

  • Team Collaboration & Support

  • Cross-Functional Communication

  • Conflict Resolution

  • Customer Empathy & Active Listening

  • Interpersonal Communication

  • Decision Making Under Pressure

Career Achievements

  • Awarded agent of the Year 2018 - 2019.
  • Best sales performing agent in 2018 - 2019.
  • Highest number of tickets sold collectively.
  • Best football player for the year 2015.
  • Best football player for the year 2013.
  • Best Goal keeper 2011 - 2012
  • Best all-rounder in sports in 2013
  • Awarded as runners-up for Maharashtra under-19 2014 - 2015.
  • Best boxer in 2009 - 2010.

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge to satisfy the requirement demanded by you.

Timeline

Insurance Consultant

Allstate
05.2021 - 02.2022

Sales Advisor

Whitehat Jr
07.2020 - 11.2020

Ticketing Agent/Client Management (Sales)

Fareportal India Ltd
01.2016 - 01.2020

High School Diploma -

The Bishop's Jr College
04.2001 - 01.2015

Technical Support Analyst/Client Support Specialist

Ice Mortgage Technology
2 2022 - Current

Bachelor of Arts -

Himalayan University

ICSE -

The Bishop's School

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Carlton GreatorexTechnical Support Analyst/Client Support Specialist