Shalvi Singh
Pune
Summary
Results-driven Senior Executive in Customer Service with over 3 years of experience in managing customer interactions and resolving complex queries. Expertise in process optimization, stakeholder communication, and data-driven decision-making, utilizing tools like SAP and advanced Excel. Committed to enhancing service quality, achieving KPIs, and streamlining operations to drive organizational growth.
Overview
6
6
years of professional experience
Work History
Senior Process Associate
Tech Mahindra
Pune
09.2025 - 04.2026
- Handled customer interactions via chat and voice channels, ensuring quick and accurate resolution of queries
- Provided end-to-end support for customer issues, including complaints, service requests, and product-related queries
- Maintained high standards of customer satisfaction (CSAT) and met defined SLAs/KPIs
- Effectively managed high-volume interactions while maintaining quality and professionalism
- Used internal tools/CRM systems to track, document, and resolve cases efficiently
- Performed troubleshooting and root cause analysis for recurring customer issues
- Escalated complex cases to relevant teams while ensuring proper follow-up and closure
- Demonstrated strong communication skills in both written (chat) and verbal (voice) interactions
- Ensured adherence to process guidelines, compliance, and quality standards
- Collaborated with cross-functional teams to improve overall customer experience and process efficiency
- Communication & Stakeholder Management
- Achieved 95%+ customer satisfaction score
- Consistently met AHT, FCR, and quality targets
- Reduced repeat queries by improving first-time resolution
Senior Process Executive
Infosys Pvt Ltd.
Pune
01.2024 - 08.2025
- Coordinated customer data validation, order processing, and service provisioning for Verizon telecom services, ensuring seamless service delivery.
- Facilitated disconnections, reconnections, and plan updates by collaborating with internal systems and support teams, enhancing customer satisfaction.
- Resolved queries related to billing, account information, and service requests while ensuring SLA compliance.
- Worked with multiple tools and systems for data entry, ticket management, and workflow tracking.
- Ensured data accuracy, adhered to processes, and escalated exceptions or unresolved cases in a timely manner to maintain operational efficiency.
- Processed life insurance and annuity transactions, including policy updates, withdrawals, and beneficiary changes.
- Reviewed customer documentation and ensured compliance with regulatory guidelines and client policies.
- Performed policy data validation, quality checks, and coordinated with the underwriting/back-office teams.
- Ensured high levels of accuracy and confidentiality in handling sensitive customer and financial data.
- Worked in a high-volume, deadline-driven environment with focus on quality and turnaround time (TAT).
- Key Skills: Data Processing, Client Coordination, SLA Management, Telecom & Insurance Domain Knowledge, MS Excel, Workflow Tools, Ticketing Systems
SAP APO Consultant
Cureus Technologies Ltd.
Kolkata
10.2020 - 07.2023
- Delivered end-to-end SAP APO solutions in DP, SNP, and PP/DS modules.
- Configured planning books, macros, and forecasting models in Demand Planning.
- Implemented SNP heuristics and CTM for supply network planning.
- Integrated APO with ECC using CIF for master and transactional data.
- Provided production support and resolved planning issues.
- Worked with cross-functional teams to optimize supply chain processes.
- Conducted user training and created documentation.
- Tools & Technologies: SAP APO (DP, SNP, PP/DS, GATP), SAP ECC, CIF, SAP BW, SCM 7.0, Excel, PowerPoint
Education
Masters in Commerce - Economics
Co-operative College
01-2020
Bachelors in Commerce -
GIIT College
Jamshedpur01-2018
Skills
- Communication & Stakeholder Management
- Team Collaboration
- Time Management
- Attention to Detail
- Adaptability
- Problem Solving
- Root Cause Analysis (RCA)
- Data Interpretation
- Process Improvement Strategies
Hobbies and Interests
- Traveling
- Cooking
- Cycling
Languages
- English
- Marathi
- Hindi, Fluent
- English, Fluent
- Marathi, Beginner
Timeline
Senior Process Associate
Tech Mahindra
09.2025 - 04.2026
Senior Process Executive
Infosys Pvt Ltd.
01.2024 - 08.2025
SAP APO Consultant
Cureus Technologies Ltd.
10.2020 - 07.2023
Masters in Commerce - Economics
Co-operative College
Bachelors in Commerce -
GIIT College