SHASHWAT UPADHYAY
Bhilai,Chhattisgarh
Summary
Detail-oriented professional with 4.5 years in customer support, business development, and operations within publishing, IT, and EdTech. Expertise in client communication, issue resolution, and process optimization. Led cross-functional teams to enhance technical services and elevate customer satisfaction through tailored solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Business Development Executive
DMM Services
Mumbai
06.2025 - Current
- Built and maintained a strong sales pipeline through cold outreach, networking, and lead generation.
- Conducted persuasive sales presentations to showcase publishing services, pricing models, and marketing plans.
- Guided authors through publishing process, ensuring smooth transition from manuscript submission to book launch.
- Researched and identified authors, influencers, and businesses to expand publishing network, enhancing collaboration opportunities.
Career Break
02.2025 - 05.2025
- Oversaw personal health matter, ensuring family well-being during challenging time.
- Pursued targeted learning to enhance professional skills and stay current in industry trends.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Support Executive
Nexgen BPS
01.2024 - 02.2025
- Secured high conversion rates through rapport-building, addressing concerns, and delivering tailored debt solutions.
- Supporting UK and US customers in financial debt resolution, including IVA (Individual Voluntary Arrangements), debt management, and settlement plans.
- Facilitated understanding and restructuring of loan obligations, promoting long-term financial stability for customers.
- Provided senior-level support, guided initial callers, and trained junior staff to enhance lead generation.
Customer Support Executive
iEnergizer IT Services Private Limited
11.2022 - 01.2024
- Resolved priority escalations and supervisor-level calls, achieving faster resolutions for premium customer issues.
- Supported billing, technical support, and service-related queries, offering comprehensive solutions for high-value clients.
- Recognized for maintaining high customer satisfaction scores and resolving complex service issues under tight deadlines.
- Directed the Airtel Black premium service process to ensure timely and efficient service delivery for DTH, postpaid, and Wi-Fi customers., delivering services for DTH, Postpaid, and Wi-Fi customers.
Business Development Associate
Lido Learning
09.2021 - 02.2022
- Achieved targets for student enrolments through persuasive communication.
- Built relationships with potential customers to facilitate lead conversion by addressing queries and highlighting course benefits.
- Conducted product demonstrations and explained online tuition modules for various academic subjects.
- Provided counselling and career guidance to parents and students in EdTech sector.
IT Support Executive
KV Info IT
03.2020 - 06.2021
- Provided IT support for Wi-Fi networks, troubleshooting connectivity and hardware/software issues to restore user access quickly.
- Assisted users in configuring and maintaining internet connections, minimizing downtime and enhancing user experience.
- Delivered timely technical support and resolved queries both onsite and remotely.
- Maintained accurate logs of issues and resolutions to identify trends and inform future process improvements.
Education
Bachelor - Civil Engineering
SSIPMT / CSVTU
01-2018
Sr. Secondary (C.B.S.E.) -
Krishna Public School
01-2014
Skills
- Lead generation strategies
- Customer Relationship Management
- CRM Tools: lead tracking, Sales pipeline monitoring, ZOHO (Bing)
- Generation Tools: Outreach automation platforms Data
- Management: Data entry compliance
- Process documentation
- Microsoft Office Suite
Certification
IBM Professional Data Science Certificate in Machine Learning & AI 2024
Languages
Languages - English & Hindi
Languages
Hindi
Beginner (A1)
A1
Timeline
Business Development Executive
DMM Services
06.2025 - Current
Career Break
02.2025 - 05.2025
Customer Support Executive
Nexgen BPS
01.2024 - 02.2025
Customer Support Executive
iEnergizer IT Services Private Limited
11.2022 - 01.2024
Business Development Associate
Lido Learning
09.2021 - 02.2022
IT Support Executive
KV Info IT
03.2020 - 06.2021
Bachelor - Civil Engineering
SSIPMT / CSVTU
Sr. Secondary (C.B.S.E.) -
Krishna Public School