Summary
Overview
Work History
Education
Skills
Timeline
Accomplishments
Work Availability
Interests
Quote
Hobbies
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Shashwat Mishra

Shashwat Mishra

Customer Support Specialist II
Dehradun

Summary

Cultivated as a Senior Customer Service Specialist, I excel in resolving intricate customer trust escalations and delivering strategic solutions. With a background spanning Amazon and ShipBob, I've mastered efficient management of high-priority inquiries. At Amazon, I led technical investigations, reinstated customer trust, and collaborated on comprehensive responses. My ShipBob experience involved fostering strong B2B merchant relationships, adeptly addressing inquiries, and implementing process enhancements. Skillful in data-driven insights, process optimization, and adaptable communication, I consistently drive customer satisfaction and team success. Committed to upholding policies and fostering a positive work ethos, I offer a blend of expertise and leadership for impactful outcomes.

Overview

5
5
years of professional experience
2
2
Certificates
6
6
years of post-secondary education

Work History

Customer Support Specialist II

Aspire (Singapore)
Dehradun
07.2023 - Current
  • Acted as the primary point of contact (PIC) for clients, guiding successful implementation of accounting software integrations.
  • Resolved complex client escalations collaboratively, ensuring seamless product adoption and customer satisfaction.
  • Engaged with clients through phone and email, providing comprehensive support and addressing queries to enhance user experience.
  • Conducted thorough customer research and performed product analysis, uncovering actionable insights.
  • Presented findings to internal teams, effectively contributing to product development and process enhancements.
  • Collaborated closely with account management, onboarding, and support teams to efficiently manage and serve diverse client base.
  • Initiated and drove discussions with the Tech team to identify opportunities for product enhancements, resulting in iterative improvements.
  • Provided feedback for refining the product and created comprehensive documentation to facilitate streamlined support processes.
  • Played a key role in training other teams to deliver initial client support effectively.

Senior Resolution Specialist

ShipBob India Private Limited
12.2021 - 07.2023
  • Effectively managed B2B merchant inquiries and issues, demonstrating a high level of professionalism, efficiency, and accuracy.
  • Made insightful recommendations to management for adjustments based on interactions with merchants, contributing to continuous improvement.
  • Employed a win-win approach to address merchant issues, minimizing financial liability for the company while prioritizing a positive merchant experience.
  • Skillfully managed incoming tickets and calls, ensuring timely follow-up on commitments and maintaining a well-organized queue.
  • Cultivated strong and trusting relationships with merchants through open and interactive communication, fostering positive rapport.
  • Displayed composure when handling upset clients, accepting responsibility on behalf of the company and using criticism constructively.
  • Provided educational guidance to merchants on ShipBob’s Dashboard and Fulfillment solutions, proactively reducing future issues and support interactions.
  • Regularly assessed policies and processes, identifying opportunities for innovation that positively impacted the merchant experience.

Resolution Specialist

Amazon Development Center India Pvt. Ltd
10.2018 - 11.2021
  • Served as a trusted resource for resolving high-priority customer trust escalations involving Amazon Brand, data regulation, and privacy concerns.
  • Led technical investigations to uncover root causes, orchestrating solutions that reinstated customer confidence in devices.
  • Provided essential support to managers in handling VP inquiries, taking charge of complete escalation investigations.
  • Crafted detailed, narrative-style responses for senior leaders, ensuring clear articulation of complex issues.
  • Employed an analytical approach to delve into customer issues, meticulously reconstructing their interaction history to pinpoint underlying triggers.
  • Personally engaged customers to collect vital data for thorough root cause analysis, effective troubleshooting, and case closure.
  • Applied data queries and conducted insightful data analytics to extract actionable information pertinent to ongoing escalations.
  • Pioneered initiatives for process refinement, overseeing project lifecycle from ideation to execution, as guided by escalation insights.
  • Adroitly tailored communication style to effectively engage diverse audiences, both internal stakeholders and external customers.
  • Formulated and documented optimized processes for streamlined escalation handling, ensuring the D2AS Escalations Domain in KC remained up-to-date.
  • Set a benchmark for professional conduct, exhibiting sound judgment, positivity, interpersonal prowess, and unwavering policy adherence.
  • Led by example, fostering a commitment to excellence in customer service within the team.
  • Demonstrated versatility by effectively executing designated special projects, contributing to departmental advancement and innovation.

Education

MBA - Operations Management

Indian Institute of Management (IIM)
Kashipur
06.2022 - Current

Bachelor of Technology - Mechanical Engineering

GLA UNIVERSITY
Mathura, India
08.2014 - 05.2018

Intermediate - Science

Sunbeam Academy
Varanasi
04.2013 - 05.2014

Skills

Strategic solutions

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Timeline

Customer Support Specialist II

Aspire (Singapore)
07.2023 - Current

MBA - Operations Management

Indian Institute of Management (IIM)
06.2022 - Current

Senior Resolution Specialist

ShipBob India Private Limited
12.2021 - 07.2023

Resolution Specialist

Amazon Development Center India Pvt. Ltd
10.2018 - 11.2021

Certification from IIT Roorkee (11/2018 - 11/2018) IIT Roorkee Presented research paper on Nanofluids.

11-2017

Computational Fluid Dynamics(CFD)

06-2017

Bachelor of Technology - Mechanical Engineering

GLA UNIVERSITY
08.2014 - 05.2018

Intermediate - Science

Sunbeam Academy
04.2013 - 05.2014

Accomplishments

    Published Research Contributions:

  • Successfully authored and published two research papers online, focusing on Computational Fluid Dynamics (CFD) simulation and Nanofluids, showcasing a commitment to academic and scientific exploration.

    • Consistent Mentor Excellence:

  • Achieved the prestigious "Best Mentor Award" for three consecutive quarters, highlighting a dedication to nurturing growth and development within the team.

    • Leadership in Escalation Handling:

  • Participated as a crucial member of the pilot batch for NA escalations phones in India, demonstrating proactive involvement and leadership in tackling complex challenges.

    • Driving Process Improvement Collaborations:

  • Collaborated effectively with internal stakeholders on multiple process improvement projects, contributing to streamlined operations and enhanced efficiency.

    • Rapid Career Progression:

  • Demonstrated exceptional performance resulting in two promotions within a single year while contributing to the growth and success of ShipBob.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests

Cooking

Reading

Going to Mountains

Music

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Hobbies

  • Playing Games
  • Hiking
  • Movies
  • Cooking

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Shashwat MishraCustomer Support Specialist II