Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Shamuvel Divekar

Mumbai

Summary

Operations and Client Support professional with over 7 years of experience in voice, chat, and email-based BPO processes. Expertise in SLA-driven issue resolution, stakeholder management, and process coordination. Actively enhancing skills in Excel, reporting, and process improvement to transition into analyst-level roles.

Overview

11
11
years of professional experience

Work History

Business Operation Associate

Accenture Solutions Pvt Ltd
Mumbai
07.2024 - Current
  • Provided voice and email support for clients in B2B payroll, addressing bi-weekly and weekly queries.
  • Collaborated with HR, Payroll Administrators, and Finance to ensure accurate payroll processing.
  • Investigated discrepancies in payroll transactions, achieving SLA and TAT compliance.
  • Documented and escalated complex issues to facilitate process improvement.
  • Communicated consistently with Directors, HR, and Client Stakeholders across US region.
  • Maintained quality standards in client interactions, enhancing CSAT and first-contact resolution.
  • Supported internal team during shift transitions and offered process guidance to peers.

Senior Executive, Customer Service Advisor

Vodafone
Ahmedabad
02.2021 - 06.2025
  • Managed online chat and social media to enhance customer experience.
  • Addressed inquiries, concerns, and requests, and provided productive solutions.
  • Improved customer satisfaction ratings.
  • Participated in new processes to expand the company and develop cross-selling.
  • Volunteered for email and phone support during high-volume periods.

ASSOCIATE – ACCOUNT MANAGEMENT

SUTHERLAND GLOBAL SERVICES
Mumbai
09.2019 - 03.2020
  • Managed customer communication via phone, email, and chat.
  • Improved satisfaction ratings by resolving customer comments and concerns.
  • Made outbound calls to ensure timely follow-up tasks.
  • Assisted team members in resolving customer disputes.

CUSTOMER SERVICE ASSOCIATE - TECHNICAL

TELEPERFORMANCE INDIA
Mumbai
08.2018 - 09.2019
  • Managed customer communication via phone and email.
  • Delivered technical support and ensured service quality for network services.
  • Troubleshoot technical issues related to Wi-Fi routers, streaming IPTV services, VoIP, etc. and resolved them to ensure service quality.
  • Educated customers on special pricing and offerings.

CUSTOMER SERVICE REPRESENTATIVE

EUREKA OUTSOURCING PVT LTD
Mumbai
07.2014 - 05.2015
  • Managed customer inquiries via phone and email.
  • Resolved product and consumer complaints with excellent communication skills.
  • Helped de-escalate customer concerns and resolve team disputes.

Education

Bachelor of Science - Computer Science

Wilson College
Mumbai, India
04.2018

H.S.C -

Wilson College
Mumbai, India
04.2013

S.S.C -

NATIONAL EDUCATION SOCIETY HIGH SCHOOL
Mumbai, India
03.2011

Skills

  • Client support via voice, chat, and email
  • US Payroll process knowledge
  • Query and escalation management
  • SLA and TAT compliance
  • Process adherence and accuracy
  • Cross-functional coordination (HR, payroll, finance)
  • Floor support
  • Basic Excel skills (lookup, filters, data entry)
  • Communication and interpersonal skills
  • Documentation and ticket management
  • Team collaboration
  • B2B service exposure

Languages

English
First Language
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Proficient
C2

Timeline

Business Operation Associate

Accenture Solutions Pvt Ltd
07.2024 - Current

Senior Executive, Customer Service Advisor

Vodafone
02.2021 - 06.2025

ASSOCIATE – ACCOUNT MANAGEMENT

SUTHERLAND GLOBAL SERVICES
09.2019 - 03.2020

CUSTOMER SERVICE ASSOCIATE - TECHNICAL

TELEPERFORMANCE INDIA
08.2018 - 09.2019

CUSTOMER SERVICE REPRESENTATIVE

EUREKA OUTSOURCING PVT LTD
07.2014 - 05.2015

Bachelor of Science - Computer Science

Wilson College

H.S.C -

Wilson College

S.S.C -

NATIONAL EDUCATION SOCIETY HIGH SCHOOL

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Shamuvel Divekar