ShivaShankar S
No.801st Cross Road Jayaram Reddy Building Madiwala Bengaluru
Summary
Objective:
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
1
1
Certification
5
5
Languages
Work History
Service Delivery Specialist
TTEC India Customer Solutions Pvt. Ltd
Ahmedabad
01.2021 - 09.2023
- Coached and mentored service representatives with team of 10-12 to deliver polite, professional customer interactions.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Onboarded and trained customer representatives to meet performance and service goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Quality assurance audits to meet client standards.
- Root cause analysis.
Chat Representative
TTEC India Customer Solutions Pvt. Ltd
Ahmedabad
01.2021 - 05.2022
- Started working as Chat representative for eBay process till May 2022 remotely.
- Account verification and authentication of every transaction for buying and selling products on eBay.
- Met customer chat guidelines for service levels, handle time and productivity.
- Responded to customer inquiries and provided accurate information about products and services via live chat
Operation Executive
Kelly Services Private Limited
Bengaluru
03.2019 - 02.2020
- Interaction with Uber Driver partners to resolve their enquiries about their weekly payouts and incentives.
- Background verification check performed frequently to ensure that Uber drivers have no criminal history in past.
- On-boarding Uber driver and Uber eats and efficiently training them about Uber standards and policies.
- L2-L3 driver-rider escalations.
Customer Service Associate
Concentrix Private Limited
Bengaluru
09.2016 - 03.2018
- Worked as an iTunes email advisor to handle Apple ID accounts, purchases and troubleshooting iOS/MAC devices related queries.
- Responded to customer emails to answer questions about products and services and managed over 55-60 customer emails per day.
- Handled billing and payment issues following guidelines, resolving disputes properly.
Education
Under Graduate - Computer Science And Engineering
BNM Institute of Technology
Bengaluru 08.2012 - 06.2016
Pre-University Education - PCMCs
Vijaya P.U.College
Bengaluru 06.2010 - 06.2012
High School Diploma -
R.S.High School
Bengaluru 06.2009 - 06.2010
Skills
Teamwork and Collaboration
Project details
- A recommendation engine uses artificial intelligence (AI) to predict or suggest content to the user as a final year project. Whenever an user purchasing an item online search engine will recommend the similar items the other users purchased.
- Developed an e-commerce app on android platform using eclipse tool.
- Gathered the data of the products using SQL database and Java for programming.
Certification
TTEC Leadership Institute: Team Lead101
Declaration
I assure that the above mentioned information are true to best of my Knowledge.
Date:
Place: Bengaluru [ShivaShankar S]
Timeline
TTEC Leadership Institute: Team Lead101
09-2022
Service Delivery Specialist
TTEC India Customer Solutions Pvt. Ltd
01.2021 - 09.2023
Chat Representative
TTEC India Customer Solutions Pvt. Ltd
01.2021 - 05.2022
Operation Executive
Kelly Services Private Limited
03.2019 - 02.2020
Customer Service Associate
Concentrix Private Limited
09.2016 - 03.2018
Under Graduate - Computer Science And Engineering
BNM Institute of Technology
08.2012 - 06.2016
Pre-University Education - PCMCs
Vijaya P.U.College
06.2010 - 06.2012
High School Diploma -
R.S.High School
06.2009 - 06.2010
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