Summary
Work History
Timeline
Education
Skills
Generic
Shubham Singh Kushwah

Shubham Singh Kushwah

Alwar

Summary

Strategic and performance-driven Associate Manager with 7+ years of experience in global client support, fraud prevention, and order management operations. Proven track record in leading 24/7 cross-functional teams (17+ members) across Order Management, Trust & Site Security, and Jobseeker Support. Adept at reducing fraud risk (saved $900K+ in 2024), cutting AHT(Average Handling time) by 70%, and improving CSAT(Customer Satisfaction) through workflow enhancements and team enablement. Skilled in Salesforce, Tableau, Jira, and Fraud.net, with hands-on exposure to SQL, OneTrust, and E-commerce Fulfillment platforms. Recognized for delivering operational excellence, cross-functional collaboration, and team mentoring.

Work History

Associate Manager- Client Support

Bold Technologies PVT LTD
Noida, Rajasthan
08.2025 - Current
  • Manage Fraud Prevention (B2B) across CareerBuilder and Monster, including account validation, pre-sales verification, and account takeover (ATO) investigations; implemented SOPs and two-factor authentication, reducing fraud by 40%.
  • Lead Jobseeker Support operations for CB and Monster, driving improvements in CSAT, quality, and turnaround time, while ensuring compliance with global security and privacy standards.
  • Oversee Monster Order Management, validating eCommerce and sales-sold accounts; reduced turnaround time from 24 hours to under 1 hour through process optimization.
  • Directed transition of Monster Fraud & Jobseeker Support into CB framework, achieving zero service disruption post-merger.
  • Introduced automation and workflow enhancements that improved fraud detection accuracy and reduced manual effort.
  • Manage cross-functional global teams across multiple shifts, standardizing processes, setting KPIs, and improving operational efficiency.

Associate Manager Client Support

CareerBuilder + Monster
Noida, Rajasthan
09.2024 - 07.2025
  • Lead the Order Management and Client Onboarding process, ensuring
    100% completion within a 4-hour SLA(Service Level Agreement) and
    maintaining an average resolution time of 2.7 hours.
  • Manage two 24/7 global support teams — Trust and Site Security (8 members)
    and Jobseeker Support (4 members) — delivering fast, secure, and responsive
    service.
  • Reduced jobseeker case resolution time by 70%, improving response from 5
    days to just 1.6 days, directly boosting client satisfaction.
  • Oversaw the review of 950+ accounts by the team in 2024, driving fraud
    prevention and platform security initiatives..
  • Prevented over $900K in fraud losses in 2024 alone by enhancing detection
    systems and coaching teams on fraud pattern identification.
  • Led initiatives that improved E-commerce order validation accuracy by 95%
    and increased sales account verification success by 76%.
  • Directed the post-merger integration of CareerBuilder and Monster,
    successfully aligning Order Management, Fraud Management, and Jobseeker
    Support functions.
  • Implemented shift restructuring across teams to improve real-time support and
    reduce resource gaps, resulting in smoother workflows.
  • Trained and mentored over 30+ new hires, achieving 100% onboarding success
    and doubling new hire productivity within the first month.
  • Recognized as a 'Culture Builder' for promoting a positive, collaborative team
    environment across departments.
  • Consistently acknowledged as Employee of the Month, and received multiple
    performance badges for going above and beyond expectations.

Associate Manager Client Support

Careerbuilder India
Alwar, Rajasthan
05.2023 - 08.2024
  • Lead Jobseeker Support operations(5 employees), resolving inquiries and
    ensuring a positive user experience
  • Oversee Order Validation(7 Employees) to verify the legitimacy of client
    purchases and prevent fraud
  • Manage Incident Management processes(4 employees) to ensure swift
    resolution of platform disruption.
  • Handle and prioritize JIRA tickets related to jobseeker issues and system
    glitches
  • Lead Account Takeover (ATO) investigations to protect users from fraudulent
    activity
  • Ensure platform reliability, security, and operational excellence across all
    supported functions
  • Ensure website security and protect sensitive data of employers and job seekers
    Implement robust encryption standards and continuously monitor systems for
    vulnerabilities
  • Proactively identify and mitigate evolving cyber and fraud threats
  • Ensure full compliance with data protection and security regulations
  • Drive initiatives to maintain user trust and a secure online environment
  • Generated repeat business through exceptional customer service.
    Increased efficiency and team productivity by promoting operational best
    practices.
  • Delivered exceptional customer service to every customer by leveraging
    extensive knowledge of products and services and creating welcoming, positive
    experiences.
  • Drove a 20% increase in operational efficiency through process redesigns and
    cross-team standardization.
  • Collaborated with Sales, Product, and Tech teams to enhance customer
    experience and reduce issue recurrence.

Customer Support Team Lead

Careerbuilder India
Noida, Uttar Pradesh
06.2022 - 05.2023
  • Led the Client Support team responsible for supporting clients using Talent
    Acquisition products
  • Provided support across job postings, resume database management, talent
    networking, integrations, boosting, and trust & site security features
  • Trained and onboarded new hires, ensuring readiness and role-specific
    proficiency
  • Managed and tracked key performance indicators (KPIs) to maintain service
    quality and efficiency
  • Oversaw daily operations to ensure timely resolution of issues and high client
    satisfaction
  • Ensured service excellence by aligning team performance with client
    expectations
  • Liaised with IT department to report technical issues and formulate troubleshooting procedures.
  • Drove change and improvement for customer support team by identifying
    enhancements and forwarding suggestions to senior leadership.

Client Support Specialist

Careerbuilder India
Noida, Uttar Pradesh
03.2021 - 06.2022
  • Responded to all client inquiries and asked appropriate questions to facilitate
    resolution.
  • Verified basic needs are being met, providing navigation assistance for various
    benefits and available services.
  • Interacted with team members across departments to research and resolve
    customer issues.
  • Delivered outstanding service to clients to not only maintain but to extend
    relationship for future business opportunities.
  • Acted as the primary contact for escalations and advanced technical support,
    utilizing
    tools like Salesforce and Tableau.
  • Managed case synopses and contributed to process improvements through
    proactive
    learning.
  • Mentored new hires, expanding their technical and process knowledge.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.

Associate Client Support Specialist

Careerbuilder India
Noida, Uttar Pradesh
05.2019 - 03.2021
  • Conducted case management activities and services with multidisciplinary
    team.
  • Provided excellent customer service by following up with clients, mailing out
    applications and responding to incoming calls.
  • Trained new personnel regarding company operations, policies and services.
    Recommended, selected and helped locate and obtain out-of-stock product
    based on customer requests.
  • Delivered exceptional client support for TA products, TSST, and AR & CBES
    processes.
  • Managed escalations and high-aging cases, consistently ensuring resolution
    efficiency.
  • Promoted to Specialist for demonstrating leadership and technical expertise.

Technical Support Associate

Tech Mahindra
Noida, Uttar Pradesh
09.2018 - 04.2019
  • Delivered inbound tech support for global customers using Netgear routers, including Orbi series.
  • Fast-tracked to elite support tier within 3 months (top 10% of new hires).
  • Drove upselling of premium support plans during tech calls, meeting revenue and quality goals.
  • Won 'Top Performer of the Month' 4 times for leading in CSAT, First Call Resolution (FCR), and highest call handling performance.

Technical Support Engineer

Cryptographic IT Solutions
Noida, Uttar Pradesh
01.2018 - 09.2018
  • Provided on-call technical sales support to customers using Windows and iOS devices, assisting with setup, troubleshooting, and product guidance.
  • Successfully sold third-party support plans to iOS users during service calls, contributing to team revenue targets.
  • Developed strong communication skills while handling a wide range of customer queries and recommending appropriate solutions.

Timeline

Associate Manager- Client Support

Bold Technologies PVT LTD
08.2025 - Current

Associate Manager Client Support

CareerBuilder + Monster
09.2024 - 07.2025

Associate Manager Client Support

Careerbuilder India
05.2023 - 08.2024

Customer Support Team Lead

Careerbuilder India
06.2022 - 05.2023

Client Support Specialist

Careerbuilder India
03.2021 - 06.2022

Associate Client Support Specialist

Careerbuilder India
05.2019 - 03.2021

Technical Support Associate

Tech Mahindra
09.2018 - 04.2019

Technical Support Engineer

Cryptographic IT Solutions
01.2018 - 09.2018

Bachelor of Technology - Electrical Engineering

NIET

Education

Bachelor of Technology - Electrical Engineering

NIET
Alwar
08-2018

Skills

Data Analysis & Reporting:Salesforce, Tableau, Hadoop, Excel (Advanced), basic SQL

Fraud Detection & Risk Management: Fraudnet, ZoomInfo, OneTrust, E-commerce Screening, Account Takeover (ATO) Investigation, Identity Verification

Ticketing & Workflow Tools: Jira (Incident Management), Fulfillment Tool, ServiceNow (basic)

Productivity & Collaboration:Microsoft Teams, Outlook, PowerPoint, Whiteboard, Visio, Slack, Confluence

Process & People Management: SOP Development, Conflict Resolution, Shift Planning, Technical Training & Team Coaching

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Shubham Singh Kushwah