Kumari Deepshikha
Bangalore
Summary
Customer Support Subject Matter Expert with 8+ years of experience across SaaS, consumer apps, and e-commerce. Specialized in handling high-impact escalations, legal and compliance requests, customer communications via email and voice, and cross-functional coordination with product, legal, and engineering teams. Strong background in support operations, performance metrics, reporting, SOP creation, and agent training. Adept at improving workflows and operational efficiency in fast-paced environments. Seeking remote customer support or operations roles.
Overview
9
9
years of professional experience
Work History
Subject Matter Expert
Truecaller
02.2020 - Current
- Handle complex customer escalations via email and calls for a high-volume consumer application.
- Process sensitive legal and compliance requests in coordination with internal legal teams.
- Create and manage Jira tickets, assign issues to relevant teams, and track resolution.
- Prepare weekly performance and operational reports for leadership.
- Evaluate agent KPIs, and provide structured quality feedback.
- Train, coach, and mentor support agents to improve productivity.
- Draft SOPs and workflow documentation to standardize processes.
- Collaborate cross-functionally with product and technical teams to improve support outcomes.
- Analyze customer trends and support data to identify process improvement opportunities.
- Collaborate with business and sales teams to analyze customer behavior and improve support strategies.
Senior Fulfillment Expert
Swiggy
04.2019 - 02.2020
- Exceeded performance metrics consistently by prioritizing tasks effectively within a fast-paced environment.
- Managed staff performance and maintained strong customer relationships.
- Handled refund requests and managed payment gateway-related customer issues.
- Acting as a bridge between the vendors and the customers
- Managing & resolving vendor & Customer escalations.
Process Associate
Cresc Datasoft Pvt Ltd
01.2018 - 03.2019
- PO Management: Customer Purchase Order, creating, and processing Sales Order.
- Entering and processing purchase orders and import production purchase orders.
- Invoice Management: U.S. clients like Dillard's, World Wide Golf, and other customers.
- Handling inventory and stock management, submitting assignments and factors to CIT, and taking credit approval.
- Creating purchase orders, sending pick tickets to the warehouse, and routing the orders on different portals.
- Creating the invoices for the customers and making sure that the goods are delivered to the customers.
- Looking into customers' return requests and refunds.
- Trained and assisted new joiners by sharing knowledge about the process.
- Handling exception cases related to the process, vendor queries.
- Verifying legal requirements like the vendor's name, address, ship-to address, bill-to name, purchase order number, local currency, etc.
- Handling EDI (Electronic Data Interchange) orders, and various other EDI documents.
Senior E- Associate
Hi Power
09.2016 - 11.2017
- Handled customer requests and escalations over emails.
- Tested out app features and suggested improvements for the same.
Education
Bachelor of Business Management -
M.S Ramaiah College of Arts, Science And Commerce
BangaloreSkills
KEY SKILLS
- Escalation Management (Tier-2 / Tier-3)
- Email & Voice Customer Support
- Legal & Compliance Request Handling
- Trust & Safety Operations
- SOP & Workflow Documentation
- Performance Metrics & KPI Analysis
- Quality Audits & Agent Feedback
- Cross-Functional Collaboration
- Jira (Ticketing & Issue Tracking)
- Zendesk Freshdesk
- EvaluAgent (Quality & Audits)
- SQL (Basic Analysis)
- MS Excel (Reports, Dashboards)
- MS Office Outlook PowerPoint
- Confluence
Timeline
Subject Matter Expert
Truecaller
02.2020 - Current
Senior Fulfillment Expert
Swiggy
04.2019 - 02.2020
Process Associate
Cresc Datasoft Pvt Ltd
01.2018 - 03.2019
Senior E- Associate
Hi Power
09.2016 - 11.2017
Bachelor of Business Management -
M.S Ramaiah College of Arts, Science And Commerce