Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Projects
Timeline
Generic

Shivam Pandey

Siddharth Nagar

Summary

I am driven to seek knowledge and experience thus seeking a career that is challenging and interesting. A job that gives me opportunities to learn and enhance my skills. My communication skills and teamwork abilities make me an excellent collaborator, and I am confident in working with cross-functional teams to deliver quality products on time. I thrive in fast-paced environments and am dedicated to delivering results while maintaining the highest standards of quality. Agile Technical Support Engineer who adapts to providing service via text, email, remote desktop systems, and more.

Overview

3
3
years of professional experience

Work History

Customer Experience Specialist

Agoda
Gurugram
03.2025 - Current
  • Provided customer support via phone, email, and chat, assisting global travelers with bookings, cancellations, modifications, and refunds.
  • Collaborated with cross-functional teams (Payments, Partner Services, Product) to resolve escalated cases and ensure seamless service delivery.
  • Proactively mentored and supported new hires by providing MBWA (Management by Walking Around) support, resolving queries in real time, and guiding them through live case handling.
  • Recognized for updating clear and comprehensive case notes, enhancing transparency, and improving case resolution efficiency by a mentor.
  • Selected multiple times as MBWA support for upcoming batches, ensuring smooth onboarding and faster ramp-up of new agents.
  • Chosen to represent Agoda in the pilot Hindi support project, strengthening regional customer engagement and accessibility.

Technical Support Engineer

Teleperformance CRM Services India Private limited
Mohali
11.2022 - 03.2025
  • Handled more than 10k customers in shaping the website, hosting content, and managing the website and emails.
  • Became one of the top performers for 1 quarter in May 2023.
  • Gained experience with issue resolution efficiency.
  • Retained more than 5-8k customers with satisfaction.

Education

Bachelors of Engineering - Computer Science and Engineering -

Apex Institute of Technology, Chandigarh University
Punjab, India
06.2021

Senior Secondary School (12th) -

Senior Secondary School
Siddharth Nagar, India
05.2016

Secondary School (10th) -

RPJSSMHSS Tetari Bazar Siddharth Nagar
Uttar Pradesh, India
05.2014

Skills

  • Technical Solutions Development
  • IBM Cloud
  • IBM Watson
  • Customer Relationship Management
  • Customer Success Management
  • Microsoft Office
  • Technical Troubleshooting
  • Critical Thinking

Languages

  • Hindi
  • English

Hobbies and Interests

  • Reading and Writing poetries
  • Strategic mind games
  • Hike Badger in Mountains

Projects

  • Chosen to represent Agoda in the pilot Hindi support project, strengthening regional customer engagement and accessibility
  • Handled Hindi language queries to assist customers and resolve their issues efficiently
  • For complex cases, escalate them to the relevant team to ensure timely solutions
  • My goal was to provide smooth support and contribute to overall success of the Hindi POC project.

Timeline

Customer Experience Specialist

Agoda
03.2025 - Current

Technical Support Engineer

Teleperformance CRM Services India Private limited
11.2022 - 03.2025

Bachelors of Engineering - Computer Science and Engineering -

Apex Institute of Technology, Chandigarh University

Senior Secondary School (12th) -

Senior Secondary School

Secondary School (10th) -

RPJSSMHSS Tetari Bazar Siddharth Nagar

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Shivam Pandey