Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Timeline
Generic

SHIPALI PANCHAL

Delhi

Summary

Customer service professional with 9+ years of combined experience in non-voice, backend and email/chat support, including billing and brokerage file processing and voice-based query resolution using Cisco and Salesforce. Seeking a customer service role in a backend or email/chat, non-voice process.

Overview

9
9
years of professional experience

Work History

Portway international pvt ltd

SME (subject matter expert)
Noida
12.2023 - 06.2026
  • Acted as a subject matter expert, supporting the team with process knowledge and query escalations.
  • Managed 80+ live chats daily and delivered a 100% resolution rate in a fast-paced queue.
  • Resolved technical issues via software, achieving 90% ticket closure during the first interaction.
  • Reduced average handling time (AHT) by 15% by resolving complex billing complaints on first contact.
  • Maintained CRM proficiency and ensured accurate data entry while handling workload efficiently at 40+ WPM.

Associate

Avalara pvt ltd
delhi
10.2019 - 11.2023
  • Resolved customer and internal queries via email, ensuring timely and accurate outcomes.
  • Identified and addressed customer needs promptly and effectively.
  • Delivered customer service by addressing inquiries and resolving issues.
  • Processed billing and brokerage department files, completing volumes of up to 100 files with accuracy and meeting deadlines.
  • Organized and updated documentation for compliance purposes. and compliance with process and quality standards.
  • Documented case updates in Avalara support systems and shared records.
  • Followed Avalara process standards for compliance, quality, and service.

Associate

BPO convergence
04.2018 - 06.2019
  • Processed 100 chats daily using Paytm process macros, sustaining 100% resolution rate in a fast-paced queue.
  • Documented customer interactions accurately and promptly, facilitating effective follow-up and resolution.
  • Managed customer records and case files in Salesforce, ensuring data integrity and accessibility.

Associate

Tata tele services
02.2017 - 02.2018
  • Utilized active listening, problem-solving, and multitasking skills to enhance customer interactions.
  • Assigned journal entries to facilitate thorough customer resolution processes.
  • Handled inbound and outbound calls using the Cisco platform

Education

Bachelor's Degree -

Delhi University
Delhi
01-2022

Senior Secondary (Class 12) -

CBSE
Delhi
01-2018

Secondary (Class 10) -

CBSE
Delhi
01-2016

Skills

  • Core Skills: Customer Service, Chat Support, Email Support, Query resolution, Billing documentation, Backend Processing, Team support
  • Technical troubleshooting
  • Tools & Software: Salesforce, Cisco, Outlook, MS Teams, Chat Tools, Fenix
  • Languages: English, Hindi

Personal Information

Title: Customer Service Professional | Backend & Outlook Email/Chat/voice Support

Accomplishments

  • Certified customs broker and target achiever

Timeline

Portway international pvt ltd

SME (subject matter expert)
12.2023 - 06.2026

Associate

Avalara pvt ltd
10.2019 - 11.2023

Associate

BPO convergence
04.2018 - 06.2019

Associate

Tata tele services
02.2017 - 02.2018

Bachelor's Degree -

Delhi University

Senior Secondary (Class 12) -

CBSE

Secondary (Class 10) -

CBSE
SHIPALI PANCHAL