Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
Generic

Shilpa Nambiar

Bangalore

Summary

Dedicated and customer-focused Implementation Specialist with a proven track record of providing seamless onboarding experiences. I am eager to leverage my expertise in account walkthrough, communication, and cross-functional collaboration to contribute to the success of the organization and ensure customer satisfaction. Experience in Tag management solution and Affiliate marketing. Solution-focused Technical Support Representative recognized for high productivity and efficient task completion. Skilled in troubleshooting, customer service, and technical documentation, consistently resolving complex issues with precision. Excel at communication, problem-solving, and adaptability, leveraging these soft skills to enhance customer satisfaction and team collaboration.

Overview

9
9
years of professional experience

Work History

Technical Support Representative

Concentrix
Bangalore
08.2024 - Current
  • Provide exceptional technical support and guidance to customers via various communication channels, including phone, email, and live chat.
  • Troubleshoot and resolve software-related issues promptly, ensuring customer satisfaction and minimal downtime.
  • Diagnose and analyze complex technical problems, collaborating with cross-functional teams to deliver effective solutions.
  • Document and track customer inquiries, reported issues, and solutions using our internal ticketing system.
  • Act as a liaison between customers and our product development teams, conveying feedback, and escalating critical issues as necessary.
  • Create and maintain comprehensive knowledge base articles, FAQs, and tutorials to assist customers in resolving common queries independently.
  • Participate in continuous learning and training sessions to stay updated on product features, enhancements, and industry trends.

Technical Support Engineer

Nous Infosystem (Client: Rakuten Advertising)
Bangalore
12.2021 - 07.2023
  • Establish and maintain regular and appropriate communication with the key contact(s) for the client through meetings, emails, calls and support tickets.
  • Assisted customers in implementing Rakuten tags, addressing any questions or concerns during the onboarding process.
  • Clearly communicated account setup requirements and expectations to customers and key stakeholders.
  • Educated customers on organization's capabilities and best practices, simplifying adoption and aligning expectations.
  • Coordinating the affiliate program for the new advertisers and configure the tracking mechanism they have chosen to report sales referred by Rakuten Affiliate network.
  • Coordinate with the internal engineering team to guide the new/ existing advertisers by providing them the tracking documents required for tag implementation.
  • Working with the client to implement the Rakuten affiliate tracking tags on various ecommerce platform like Shopify, Woo commerce and Big commerce.
  • Building tracking links that redirect the users to the home page/ deeper/ product page of Advertiser website.
  • Conducting round of tests on various user case scenario to validate the tracking functionality implemented by the Advertisers.
  • Debug the errors in the tracking codes for the clients in our network and help them identify and fix the tracking issue.
  • Established and nurtured strong relationships with new customers and other stakeholders to ensure ongoing support throughout their journey with the organization.

Associate Counsultant

CareerNet Technologies Pvt. Ltd.
05.2016 - 02.2017
  • Responsible for requirement analysis, sourcing profiles as per the requirements, collecting the feedbacks, interview scheduling, offer processing, joining and timely delivery.
  • Sourcing from various web portals, reference generation and mass mailing the prospective candidates.
  • Responsible for Job posting and mass mailing according to various requirements. Planning the sourcing chart for weekly basis & upcoming events.
  • Coordinating with the onsite recruitment team based on a regular basis.
  • Handled Walk Ins/Scheduled Interviews in Bangalore & other locations across India. Experienced in full recruitment processes from sourcing the resumes till closure of requisition. Back office operations, which includes maintenance and updating of Database, Monthly/Weekly status reports etc.
  • Sending the weekly recruitment report to the head of recruitment & hence keeping track of the recruitment objectives.

Education

MBA - Human Resource and Marketing

VLB Janakiammal College of Arts & Science
Coimbatore, TN

BBM CA - Business Management with Computer Applications

Karpagam University
Coimbatore, TN

Skills

  • LinkedIn sourcing
  • Recruitment strategies
  • Applicant tracking
  • Candidate sourcing
  • Recruitment
  • Project management
  • CRM
  • Client Support
  • Affiliate Marketing
  • Customer Onboarding
  • Cross-functional collaboration

Languages

Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Advanced (C1)
C1

Timeline

Technical Support Representative

Concentrix
08.2024 - Current

Technical Support Engineer

Nous Infosystem (Client: Rakuten Advertising)
12.2021 - 07.2023

Associate Counsultant

CareerNet Technologies Pvt. Ltd.
05.2016 - 02.2017

MBA - Human Resource and Marketing

VLB Janakiammal College of Arts & Science

BBM CA - Business Management with Computer Applications

Karpagam University

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Shilpa Nambiar