Summary
Work History
Education
Skills
Languages
Awards
Projects
Work Availability
Accomplishments
Quote
Software
Interests
Timeline
Receptionist
Shivam Chandel

Shivam Chandel

Operations (Customer & IT Support)
Indore

Summary

Highly effective team player, with proven success in quality control, customer service, technical support, and operations analysis. Notable 6+ years of experience as an IT & Customer Support Specialist. Demonstrated ability to plan, organize, and lead complex projects for large organizations. Skilled in implementing inventory management systems and leading cross-functional teams to achieve on-time delivery and improve inventory accuracy. Proven track record of increasing efficiency by 20% and reducing stockouts by 30%.Proficient in handling a wide range of customer inquiries via phone, email, and live chat. Adept in using various CRM and remote working tools to deliver prompt and efficient service.

Work History

Relationship Manager

BYJUS/WHITEHAT EDUCATION TECHNOLOGY PVT LTD
Remote
07.2020 - 06.2022

Teacher Engagement:

  • Handling 100+ teacher queries over calls, email and chat on daily basis, with 100% resolution rate
  • Providing assistance in calendar management, arranging parent-teacher feedback session, update related to new changes in policy, contract renewals etc.

Student Concierge:

  • Handling inbound/outbound calls on domestic & international basis, chat, and email support to the students.
  • Help in onboarding of new customers, management of accounts, credit check, renewal assistance, handling general enquiries, arranging teacher-parent meeting, conducting surveys and taking feedbacks on weekly or monthly basis and maintaining healthy TAT.
  • Remote L1 troubleshooting assistance, calendar management, software & application updates etc.
  • Uploading & managing necessary data over Google drive.

Welcome Call Team:

  • Handling laptop dispatch and managing inventory as well, to cater needs of new enrolled as well as upcoming users.
  • Performing the basic setup for new laptops, installing & configuring the required software & hardware devices for smooth continuation of the classes.
  • Performing the basic checks for the system configuration, internet connectivity & speed, hardware compatibility etc.

User Research:

  • Leading team of 5-10 people wherein team organizes free classes before product launch and taking feedback post class completion.
  • Category creation of the data, uploading the data in right folders over Google drives & cloud storages, proper backups creation.
  • Implementing proper protocols & authentication measures, allowing access to advised officials for data visibility.
  • Checks for potential users, creation & transfer of tickets to designated team in order to act accordingly.

Customer Representative

SHIVANSH CONSTRUCTIONS
Singrauli
4 2016 - 5 2020
  • Resolve 200+ weekly customer inquiries via phone and email, consistently exceeding targets
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
  • Inventory management to ensure smooth office operations.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.

Education

B.Com -

IPS Academy Indore
Indore
06.2011 - 2014.05

12th Standard - Commerce -

DAV Public School
Dudhichua
04.2010 - 2011.05

10th Standard -

DAV Public School
Singrauli, India
04.2008 - 2009.05

Skills

Languages

English
Hindi

Awards

BYJUS/WHITEHAT, 01/12/2022, Rewards and Recognition, Won 2 RnR awards in consecutive months, and was nominated 6 times continuously straight in a row.

Projects

English Project, 04/2021, 06/2022, Handling the team of 5-7 people to accomplish the Free English class completion on a daily basis before the product launch., To get the feedback post the class completion from the users and sharing the same with curriculum team so as to make the needful changes.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of [5-10] staff members.
  • Resolved product issue through consumer testing.
  • Documented and resolved escalations which led to improved course renewals.

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

Software

Zendesk

Salesforce

Exotel

Jira

Darwin

Interests

Cricket

Chess

Badminton

Soccer

Timeline

Relationship Manager

BYJUS/WHITEHAT EDUCATION TECHNOLOGY PVT LTD
07.2020 - 06.2022

B.Com -

IPS Academy Indore
06.2011 - 2014.05

12th Standard - Commerce -

DAV Public School
04.2010 - 2011.05

10th Standard -

DAV Public School
04.2008 - 2009.05

Customer Representative

SHIVANSH CONSTRUCTIONS
4 2016 - 5 2020
Shivam ChandelOperations (Customer & IT Support)