Shivani Shukla
Operations Specialist | Accounts Administrative | Customer Centric | Data Analytics
Lucknow,UP
Summary
Dynamic customer service professional with extensive knowledge in service delivery and a proven ability to multitask effectively. Accomplished accountant with a solid foundation in accounting principles and practices, adept at managing financial records and conducting audits to ensure compliance and accuracy. Strong analytical thinker with meticulous attention to detail, excelling in financial reporting and tax preparation. Committed to fostering professional relationships that enhance profitability and drive business success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Specialist
Amazon Development Center India Pvt Ltd
New Delhi, DL
09.2020 - 09.2025
- Maximised customer satisfaction by resolving service issues promptly.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed approximately 30 chats and emails per day from customers (Domestic and International) both.
- Handled travel queries about flight, hotel, car, and train bookings and assisted with customer needs, in case of any error while making bookings.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Kept organised calendar and set up new appointments for field personnel resolving issues.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Assisted customers with product-related questions, feedback and complaints.
- Handled internal Accounts projects related to bank statement reconcillation and bookkeeping for multiple clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and maintained detailed knowledge of company policies, procedures, and products to provide accurate information.
- Prepared detailed reports on customer service activities and outcomes for senior management review.
- Monitored social media platforms, responding to customer inquiries and managing public relations aspects.
- Remained updated on company offerings through regular product research.
- Used Amazon Connect (CRM) to manage and document customer interactions, ensuring efficient.
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Managed a high volume of customer interactions, maintaining professionalism and courtesy in all communications.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Generated MS Excel and power point reports to track performance and analyze trends.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Remote
Accountant
Auto service equipments (Elgi manufacture)
Lucknow, UP
09.2015 - 02.2020
- Posted journal and ledger entries, prepared financial statements and reports and closed books.
- Reviewed financial statements and tax audits in detail to identify and correct discrepancies.
- Calculated, prepared and filed payroll taxes for clients.
- Performed cost-benefit analysis for proposed projects, guiding investment decisions and supporting business growth.
- Generated financial statements documenting revenue, expenses and liabilities.
- Modified comprehensive financial reporting package to reflect organisational growth and expansion.
- Implemented sustainable cost-reduction strategies, significantly lowering expenses without impacting operational efficiency.
- Oversaw payroll operations, ensuring timely and accurate salary payments to all employees.
- Developed and maintained internal control systems to prevent errors and fraud in financial transactions.
- Managed financial accounts, reconciling bank statements and monitoring cash flow to maintain accurate records.
- Produced monthly and year-end closing statements, financial documents and invoices.
- Analysed financial data to produce monthly reports, providing insights into company performance for stakeholders.
- Completed detailed reviews of accounts and bookkeeping records to verify compliance with standards.
Education
B.COM - Financial Analysis
Lucknow University
04.2014
Skills
- Power BI
- Microsoft Excel
- Time management
- Customer relationship management (CRM)
- Sales support
- Amazon connect
- SAP
- Operations coordination
Certification
Microsoft Generative AI for Data Analysis Professional Certificate. 04/2026
Accomplishments
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Handled day-to-day accounting processes to drive financial accuracy.
- Prepared and filed tax forms to meet needs of customers.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Collaborated with team of 10 in the development of Accounts Project related to bank reconciliation and bookkeeping.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Hindi
Interests
- Basketball
- Singing
Personal Information
- Title: Operations Specialist
- Date of Birth: 08/07/1993
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
Operations Specialist
Amazon Development Center India Pvt Ltd
09.2020 - 09.2025
Accountant
Auto service equipments (Elgi manufacture)
09.2015 - 02.2020
B.COM - Financial Analysis
Lucknow University