Summary
Overview
Work History
Education
Skills
Affiliations
Hobbies and Interests
Languages
Timeline
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Bhanu Shakya

Shahdara

Summary

Over 5.5 years of experience in email-based customer support, including 1.5 years as a Technical Product Specialist and Team Lead. Expertise in managing product escalations and conducting advanced technical troubleshooting. Demonstrated success in optimizing team operations and adapting to new technologies. Consistently delivers high-quality support and takes ownership of critical tasks.

Overview

6
6
years of professional experience

Work History

Team Lead/Technical Product Specialist

Ranfort Wellness Pvt. Ltd.
New Delhi
11.2022 - Current
  • Advanced from Customer Support Representative to Technical Product Specialist and Team Lead, showcasing strong technical ownership, leadership, and consistent performance.
  • Served as final escalation authority for complex technical issues involving mobile applications, firmware, and AI-powered features.
  • Conducted advanced diagnostics using Sigma dashboards and analytics to identify and resolve product issues.
  • Managed software defects in Jira, documenting reproduction steps and collaborating with Engineering and QA teams for validation.
  • Led day-to-day support operations in Zendesk, ensuring SLA compliance, queue health, operational efficiency, and high-quality resolution outcomes.
  • Reported critical performance metrics including CSAT, First Response Time, quality scores, productivity KPIs, and resolution effectiveness, delivering actionable insights to leadership.
  • Selected to lead premium technical support for the Apollo SmartVibes AI feature launch, troubleshooting firmware failures, charging defects, pairing and sync issues, and AI behavior inconsistencies for high-value customers.
  • Drove continuous improvement by delivering agent training, QA calibrations, and one-on-one coaching, while analyzing app store reviews, complaints, and customer feedback to influence product and process enhancements.

Customer Support Executive (Email/Chat support)

Noon E-Commerce India Pvt. Ltd.
Gurugram
06.2020 - 11.2022
  • Delivered customer support across WhatsApp, live chat, and email channels.
  • Efficiently addressed queries regarding delivery, returns, refunds, and website/app issues.
  • Utilized internal tools to gather information and resolve complex complaints.
  • Communicated service level agreements and resolution timelines to manage customer expectations.
  • Ensured transparency and satisfaction by providing timely resolution updates.
  • Evaluated customer information to diagnose issues and develop effective solutions.
  • Maintained high-quality service through proactive problem-solving techniques.

Education

BCA - Bachelor of Computer Applications

Guru Gobind Singh Indraprastha University

Senior Secondary (10+2) - Science Stream

Bharat National Public School (C.B.S.E Board)

High School - C.B.S.E Board

K.D. Field Public School

Skills

  • Cross-functional collaboration
  • Technical troubleshooting
  • Escalation management
  • Jira and Zendesk
  • Shopify and Falcon
  • Data analysis with Sigma
  • Email communication skills
  • Time and workforce management
  • Customer support excellence
  • Team leadership
  • Problem-solving techniques
  • KPI tracking and reporting
  • Quality assurance processes
  • Training and coaching
  • Service level agreement management
  • Adaptability in dynamic environments

Affiliations

Zendesk Customer Service tool

Hobbies and Interests

  • Table Tennis
  • Cricket
  • Travelling
  • Exploring new places

Languages

  • Hindi
  • English

Timeline

Team Lead/Technical Product Specialist

Ranfort Wellness Pvt. Ltd.
11.2022 - Current

Customer Support Executive (Email/Chat support)

Noon E-Commerce India Pvt. Ltd.
06.2020 - 11.2022

BCA - Bachelor of Computer Applications

Guru Gobind Singh Indraprastha University

Senior Secondary (10+2) - Science Stream

Bharat National Public School (C.B.S.E Board)

High School - C.B.S.E Board

K.D. Field Public School
Bhanu Shakya