Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
Tools and System Used
Timeline
Generic
Kanak Shahi

Kanak Shahi

Mumbai

Summary

Started with calls, chats, and emails—basically solving problems and keeping customers happy. Moved into Quality Control, teamed up with Sales to handle VIP clients, and now lead a team of 25+ rockstars. Juggling performance, training, and the occasional crisis—because why not?

Passionate about service excellence, team growth, and making sure no email goes unanswered (unless it’s spam). Let’s connect over customer experience, leadership, or just a good coffee chat! ☕🚀

Overview

5
5
years of professional experience

Work History

Team Lead

TeamWhale
Belgrade
10.2023 - Current
  • Coordinated daily activities to ensure efficient workflow among team members.
  • Monitored team performance and provided constructive feedback regularly.
  • Implemented best practices for collaboration and communication within the team.
  • Maintained documentation of team activities and progress for reporting purposes.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Delegated daily tasks to team members to optimise group productivity.

VIP Manager

Saledo Global LLC
Kingstown
10.2022 - 10.2023
  • Developed personalized experiences for high-profile clients to exceed expectations.
  • Oversaw logistics for VIP services, ensuring timely and efficient execution of calls and emails.
  • Collaborated with sales and marketing teams to promote exclusive offerings to clients via Zoom, Skype, or YouTube.
  • Resolved client inquiries and issues swiftly to maintain satisfaction levels in terms of trading.
  • Provided excellent customer service by responding promptly to inquiries from VIPs and resolving any issues that may arise.
  • Analyzed customer data to identify trends and opportunities for expanding the reach of the program.
  • Organized meetings, conferences, and seminars for VIPs in accordance with company policies.

Customer Support Agent

TeamWhale
Belgrade
06.2020 - 10.2022
  • Provided timely support to customers through various communication channels.
  • Resolved customer inquiries using company-specific knowledge and resources in chats, calls, and emails.
  • Trained new staff on customer support protocols and systems.
  • Collaborated with team members to enhance customer service strategies.
  • Identified common issues and suggested improvements to the support process as a part-time QCM.
  • Maintained product knowledge to assist customers effectively and confidently.

Education

Masters of Technology - Transport And City Planning

National Institute of Technology, Karnataka
Surathkal, Karnataka
07-2018

Bachelors of Technology - Civil Engineering

CBP Government Engineering College
New Delhi, India
07-2016

Skills

  • Team management
  • Quality control
  • Customer focus
  • Performance evaluation

Affiliations

  • Theater (acting, drama, editing, lighting)
  • Screenplay writer
  • Editor
  • I love to explore Excel and Google Sheets
  • Conversationalist
  • Certification and Courses

Accomplishments

  • Best Team Lead Award for Nov 2024
  • Top 3 agents of customer support in Aug 2022
  • Constant delivery of top-notch quality and load as a CS agent.
  • Recognised for going beyond core responsibilities to drive team success and help new joiners with the product.
  • Acknowledged for creating/refining templates or workflows.
  • Trusted with additional responsibilities (e.g., part-time quality control) due to reliability.

Languages

English
First Language
Hindi
Proficient (C2)
C2

Tools and System Used

  • CRM: Hubspot, ZenDesk
  • Project Management: Jira
  • Collaboration: Slack, Teams,
  • Support: LiveChat, HelpDesk, Oki Toki

Timeline

Team Lead

TeamWhale
10.2023 - Current

VIP Manager

Saledo Global LLC
10.2022 - 10.2023

Customer Support Agent

TeamWhale
06.2020 - 10.2022

Masters of Technology - Transport And City Planning

National Institute of Technology, Karnataka

Bachelors of Technology - Civil Engineering

CBP Government Engineering College

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Kanak Shahi