Shubham Choudhary
Noida
Summary
Positive and upbeat Customer Service Specialist bringing three years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns, and maintain long-term loyalty.
Overview
5
5
years of professional experience
Work History
Senior Associate - LMS
Brand Muscle India Pvt Ltd
03.2023 - 07.2024
- Handling customers via calls.
- Coordinating with customers who have experienced problems and building an escalation plan as per the requirements.
- Assisted other associates with escalations they had while talking with customers over the phone, chat, or email as a Senior Associate - LMS, and resolved escalated customer's queries and concerns.
- Managed data collection, visualization, and reporting for projects of different scales and applications.
- Created white papers, infographics, videos, and digital ads to support and promote thought leadership.
- Trained junior associates in proper procedures, team policies, and strategies for success.
- Tools using throughout the process - SharePoint, Service direct, Service now, JIRA, Zendesk, Salesforce, etc.
- Handling Escalation Calls
- Handling the US (United States) and EMEA (Europe, Middle East, and Africa) lines of business.
- Act as an escalation point of service.
- Maintaining the SLA for different clients.
Senior Customer Service Representative
I Energizer IT services Pvt. Ltd.
06.2019 - 03.2023
- Supported team leader in improving operations and resolving issues to deliver top-notch customer service.
- Monitored system functions and performance levels.
- Adeptly handled inbound/Outbound calls per day.
- Offered clients product advice, increasing customer satisfaction.
- Built meaningful connections with customers to promote customer loyalty.
- Managed day to day resourcing and team performance to provide high-quality service and KPI attainment.
Education
Bachelor of Technology(B.TECH) - I.T
Noida Institute of Engineering and Technology
2016
Intermediate - Science
Silver Bells Public School
2012
High School - Science
Mother Land Public School
2010
Skills
- People management
- Strong communication skills
- Data-driven mentality
- Team-orientated mentality
- Time management
- Top-notch Customer service
- Marketing support
- Market analysis
Languages
Hindi
Proficient
C2
English
Bilingual or Proficient (C2)
Timeline
Senior Associate - LMS
Brand Muscle India Pvt Ltd
03.2023 - 07.2024
Senior Customer Service Representative
I Energizer IT services Pvt. Ltd.
06.2019 - 03.2023
Bachelor of Technology(B.TECH) - I.T
Noida Institute of Engineering and Technology
Intermediate - Science
Silver Bells Public School
High School - Science
Mother Land Public School
Similar Profiles
KINJAL PATELKINJAL PATEL
Director, Client Success Delivery at Brand MuscleDirector, Client Success Delivery at Brand Muscle
KINJAL PATELKINJAL PATEL
Director, Client Success Delivery at Brand MuscleDirector, Client Success Delivery at Brand Muscle
Tejas S BarotTejas S Barot
Assistant Manager - Manufacturing Engineer at Portescap India Pvt Ltd.(Regal Rexnord Brand)Assistant Manager - Manufacturing Engineer at Portescap India Pvt Ltd.(Regal Rexnord Brand)