Shubham Sinha
Bengaluru
Summary
Progressive Customer Success pro with deep understanding of software product lifecycle & strong analytics. Expert in implementing & maintaining software, adept at problem-solving in dynamic environments. Recognized for exceptional leadership & interpersonal skills, committed to results & continuous learning. Equally skilled in independent task management & team collaboration. Progressive Customer Success professional with a robust understanding of the full software product lifecycle, complemented by strong analytical capabilities
Overview
6
6
years of professional experience
2018
2018
years of post-secondary education
2
2
Languages
Work History
Customer Support Executive
Capillary Technologies
01.2019 - Current
- Key Account Management: Oversaw SMS/WhatsApp/EMail communication for key accounts, ensuring seamless service delivery
- Technical Issue Resolution: Independently diagnosed and resolved JSON/XML payload challenges and message failures
- Log Analysis & Troubleshooting: Utilized SQL/MongoDB queries for live and historical log analysis to expedite issue resolution
- System Monitoring: Monitored SMS service application and Windows server
- Proactive Problem Solving: Addressed improvement requests and bug fixes, providing optimal solutions
- Platform Expertise: Tested JSON payloads across CleverTap, MoEngage, WebEngage, and Salesforce, optimizing client solutions
- Technical Support: Provided technical support for SMS, WhatsApp, and EMail, including production applications
- Messaging Protocol Knowledge: Expertise in SMS, Kannel, SMPP, and SMSC
- Customer Issue Resolution: Handled customer SMPP/delivery issues and provided follow-up support
- Reporting & Monitoring: Maintained daily MIS reports, monitored Kannel and RedisQ, and managed spam filters
- Client Management: Created and managed client access to SMS sending panels, providing training and support
- SMS Routing: Monitored SMS flow, routing numbers to specific routes
- Mass Communication: Broadcast client communications to opt-in customers nationwide
- Helpdesk Services: Provided helpdesk services, including issue resolution, product design/delivery assistance, and technical training
- Production Monitoring: Maintained an Access database for production monitoring
- Requirements Analysis: Identified business requirements and proposed solutions
- Payload Testing: Tested JSON and CleverTap payloads in Postman, ensuring optimal client output
- Data Management: Executed SQL queries (DDL, DML, DCL, TCL, DQL) in phpMyAdmin and wrote MongoDB queries (e.g., show collections, match, find, in, group)
Education
Electrical Engineering -
ITER S'O'A University
07-2014
Skills
- PROJECT MANAGEMENT
- PROBLEM-SOLVING AND DECISION-MAKING
- TEAM lEADERSHIP AND MOTIVATION
- ADD VALUES TO WORK
Personal Information
- Date of Birth: 02/04/96
- Nationality: Indian
- Marital Status: Single
Timeline
Customer Support Executive
Capillary Technologies
01.2019 - Current
Electrical Engineering -
ITER S'O'A University
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