Shivam Gill
Sr. Support Executive
Meerut
Summary
Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude, and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction, and contribute to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
5
5
years of professional experience
1
1
Language
Work History
Sr. Support Executive
Redcliffe Lifetech Pvt. Ltd.
05.2025 - Current
- Handling and resolving customer escalations.
- Managing NPS (Net Promoter Score) and improving customer satisfaction
- Maintaining data for NPS and escalations
- Performing RCA (Root Cause Analysis) and CAPA for lab cases.
- Handling premium customers with personalized support.
- Customer Support Team Handling.
Customer Support Executive
BluSmart Mobility Tech Private Limited
01.2023 - 05.2025
- As an experienced customer support expert with over 3 years of dedicated service, I prioritize gaining a profound understanding of customer needs and consistently delivering customized solutions
- My effective problem-solving skills are powered by exceptional communication, deep empathy, and solid technical expertise
- I am a dedicated team player, committed to enhancing customer experiences and actively contributing to our team's success
Customer Support Executive
Redcliffe Lifetech Pvt. Ltd.
01.2022 - 01.2023
- > Ensured Exceptional Client Satisfaction: Delivered top-tier support to customers by addressing their queries, resolving concerns, and furnishing comprehensive product/service information in a professional and courteous manner
- > Multichannel Support: Addressed customer inquiries via phone, email, and live chat, maintaining a consistent and timely support presence across a range of communication channels
- > Rectification: Demonstrated adept problem-solving skills by identifying customer concerns, carefully analyzing situations and applying effective solutions with a personal and empathetic approach to fulfilling customer needs and ensure their satisfaction
- > Escalation Handling: Act as a point of escalation for complex customer issues, providing guidance and support to resolve issues promptly and ensure customer satisfaction
- > Compliance and Policies: Maintained strict adherence to company policies and procedures when managing customer interactions, guaranteeing ethical behavior, safeguarding data privacy, and complying with regulations
- > Customer Retention: Executed customer retention initiatives by pinpointing at-risk customers and delivering customized assistance to elevate their contentment and loyalty
- > Resolving Customer Escalations via Social Media and Email: Proactively manage social media and email escalations by engaging with customers, addressing their concerns, and delivering timely updates on the same platform to ensure effective communication and customer satisfaction.
Customer Support Executive
Dhani (India Bulls)
01.2021 - 01.2022
- > Chat Support and Inbound Calling.
Education
MBA - undefined
Shri Venkateshwara University
01-2019
Senior Secondary School - undefined
Ch. Charan Singh University
01-2017
B.COM - undefined
Meerut Public School
01-2014
Skills
Technical support
CRM software
Email communication
Social media management
Policy adherence
Customer relationship management
Freshworks - Helpdesk
Freshworks - Freshchat
Slack
AI tools like ChatGPT and Google Bard
Interests
Listening Music
Personal Information
- Date of Birth: 04/22/96
- Marital Status: Married
Timeline
Sr. Support Executive
Redcliffe Lifetech Pvt. Ltd.
05.2025 - Current
Customer Support Executive
BluSmart Mobility Tech Private Limited
01.2023 - 05.2025
Customer Support Executive
Redcliffe Lifetech Pvt. Ltd.
01.2022 - 01.2023
Customer Support Executive
Dhani (India Bulls)
01.2021 - 01.2022
MBA - undefined
Shri Venkateshwara University
Senior Secondary School - undefined
Ch. Charan Singh University
B.COM - undefined
Meerut Public School