Shashank Gupta
Pune
Summary
Customer success leader with extensive experience at Evolve Global Corp., focusing on customer retention and advocacy. Skilled in conducting performance audits and analyzing KPIs to enhance client satisfaction. Proven ability to collaborate across functions and mentor teams, resulting in optimized processes and improved engagement strategies.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Lead, Customer Success
Evolve Global Corp.
Pune
02.2025 - Current
- Leading a customer success team to ensure clients achieve desired outcomes using our solutions
- Overseeing onboarding and customer engagement strategies to drive customer satisfaction and retention
- Collaborating closely with sales and marketing teams to ensure seamless communication and alignment
Senior Customer Success Executive
Evolve Global Corp.
Pune
07.2024 - 04.2025
- Worked in a B2B demand generation environment, helping businesses achieve success through strategic alignment with solutions
- Engaged in qualifying and nurturing inbound leads with sales and marketing teams
- Focused on customer advocacy and retention to create long-term partnerships and reduce churn
- Managed cross-functional collaboration to align campaigns, messaging, and customer engagement strategies
Senior Quality Analyst
EvolveBPM, LLC
Pune
06.2022 - 01.2025
- Led quality assurance initiatives for digital lead generation campaigns
- Analysed and optimized key performance indicators to ensure the effectiveness of demand generation strategies
- Managed the daily job allocation for team members to ensure effective workload distribution
- Trained new team members on quality expectations and operational procedures
Quality Analyst
Amazon
Pune
08.2021 - 05.2022
- Led quality assurance for 16 team members, auditing calls, chats, and email interactions
- Conducted performance evaluations and shared actionable feedback with team members
- Participated in calibration sessions with quality and operations teams to maintain consistency
- Published weekly and monthly QA reports for the management team
- Trained new team members on quality expectations and operational procedures
- Managed the daily job allocation for team members to ensure effective workload distribution
Customer Service Associate
Amazon
Pune
05.2017 - 08.2021
- Handled customer inquiries and resolved issues, maintaining high levels of customer satisfaction
- Monitored and tracked performance metrics and KPIs to ensure team objectives were met
- Provided consistent support to enhance the overall customer experience
Education
BBA -
Bharati Vidyapeeth Deemed University
Pune, Maharashtra01.2025
Skills
- Customer retention and advocacy
- Onboarding and training
- Cross-functional collaboration
- Performance audits and KPI analysis
- Feedback management and data interpretation
- Demand generation and sales enablement
- Marketing alignment and lead qualification
- Team management and workflow distribution
Languages
- English (Fluent)
- Hindi
Affiliations
- Fitness: Regular gym-goer, focused on overall physical health, and strength
- Outdoor Activities: An enthusiastic hiker with a love for exploring nature trails
- Sports: Passionate about basketball and badminton, actively playing, and improving skills
- Traveling: An avid traveler, exploring new destinations and cultures
Certification
- Microsoft Word
- Microsoft Excel
- Convertr
References
References available upon request.
Timeline
Team Lead, Customer Success
Evolve Global Corp.
02.2025 - Current
Senior Customer Success Executive
Evolve Global Corp.
07.2024 - 04.2025
Senior Quality Analyst
EvolveBPM, LLC
06.2022 - 01.2025
Quality Analyst
Amazon
08.2021 - 05.2022
Customer Service Associate
Amazon
05.2017 - 08.2021
BBA -
Bharati Vidyapeeth Deemed University
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