Shalvi Singh
Gorakhpur
Summary
Seasoned Assistant Manager with a proven track record at Instamojo, enhancing customer support through strategic leadership and Zendesk optimization. Excelled in business process optimization and team coaching, significantly improving client satisfaction and retention. Expert in Microsoft Office and CRM tools, adept at fostering growth and operational excellence.
Overview
8
8
years of professional experience
Work History
Assistant Manager - Customer Support
Instamojo
BANGALORE
04.2019 - 11.2024
- Led a 10-member team, optimizing Zendesk operations to manage high-volume customer queries efficiently
- Spearheaded Customer Success programs for T100 clients, improving retention and overall satisfaction
- Established an Escalation Desk to manage and mitigate complex customer issues across business lines
- Developed and implemented SOPs & training models, enhancing onboarding and ongoing skill development
- Created a Business Operating System to identify inefficiencies and improve customer support processes
- Defined career paths for team members, aligning individual growth with organizational goals
Customer Support - Acting Team Lead
Instamojo
11.2017 - 03.2019
- Ensured a 1-2 hour response SLA for handling 150+ support tickets daily through Zendesk
- Served as the Enterprise SPOC, managing end-to-end support for enterprise-level clients
- Developed customer retention plans and managed relations with Level 1 & Level 2 escalations
- Gained expertise in Resolution Center & Payments, ensuring a smooth transaction process for users
Customer Support Associate
Standard Chartered Bank
09.2016 - 10.2017
- Provided call and email support for Standard Chartered Bank customers
- Handled card-related queries, customer retention issues, payments, and reversals
- Upsold banking products such as loans, credit cards, and mutual funds
- Gained experience in Fraud & Dispute Management, ensuring risk mitigation and compliance
Education
Bachelor of Commerce -
St. Andrews College
Gorakhpur, UP02-2016
Skills
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Zendesk & CRM Tools
- Business Process Optimization
- SLA & Escalation Management
- Customer Relationship Management
- Process Improvement & Quality Assurance
Skills
Microsoft Office Suite (Excel, Word, PowerPoint), Zendesk & CRM Tools, Business Process Optimization, SLA & Escalation Management, Customer Relationship Management, Process Improvement & Quality Assurance, Team Leadership & Coaching, Recruitment & Hiring, Training Model Development
Timeline
Assistant Manager - Customer Support
Instamojo
04.2019 - 11.2024
Customer Support - Acting Team Lead
Instamojo
11.2017 - 03.2019
Customer Support Associate
Standard Chartered Bank
09.2016 - 10.2017
Bachelor of Commerce -
St. Andrews College
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