Shannon Sebastian
Senior Executive Customer Care Advisor
Gandhinagar
Summary
Experienced professional with a strong background in quality analysis and customer advisory roles. Demonstrated success as a Senior Executive Advisor for Vodafone U.K., leveraging expertise in driving customer success, sales, and operational strategy. Proven ability to deliver exceptional results by effectively analyzing market trends and implementing innovative solutions. Adept at building and maintaining strong relationships with key stakeholders to drive business growth and exceed organizational goals.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Senior Executive Customer Care Advisor
Vodafone Intelligent Solutions (VOIS)
02.2024 - 09.2024
- Streamlined operations by identifying bottlenecks and implementing targeted solutions
- Cultivated a culture of continuous improvement through open communication
- Developed strategic plans that drove revenue and profitability growth
- Maximized revenue potential through market analysis and opportunity identification
Operations Intern Leader
Etech Global Services Inc
Gandhinagar
12.2022 - 10.2023
- Promoted a positive work environment by addressing concerns and fostering communication
- Assisted in preparing reports highlighting operational successes and improvements
- Maintained detailed project records to ensure timely completion
- Contributed to new operational strategies for improved efficiency
Fraud Analyst
Etech Global Services Inc
02.2021 - 12.2022
- Evaluated customer data to detect and prevent fraudulent activities
- Collaborated with stakeholders and law enforcement on fraud cases
- Managed KPIs measuring fraud prevention effectiveness
- Monitored financial transactions for potentially fraudulent activities
Quality Analyst
Etech Global Services Inc
07.2020 - 01.2021
- Analysed quality and performance data for operational decision-making
- Created and revised procedures, checklists, and job aids to reduce errors
- Conducted training sessions on quality standards
- Recommended corrective actions for software optimization
Education
Bachelor of Science - Computer Applications Development
KSV University
Gandhinagar, Gujarat 06.2017 - 06.2020
Skills
Communication
Objection Handling
Time Management
Problem Solving
Relationship Building
Salesforce (CRM)
Customer Success Management
Goal Orientation
Customer Support
undefinedTimeline
Senior Executive Customer Care Advisor
Vodafone Intelligent Solutions (VOIS)
02.2024 - 09.2024
Operations Intern Leader
Etech Global Services Inc
12.2022 - 10.2023
Fraud Analyst
Etech Global Services Inc
02.2021 - 12.2022
Quality Analyst
Etech Global Services Inc
07.2020 - 01.2021
Bachelor of Science - Computer Applications Development
KSV University
06.2017 - 06.2020
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