Shubham Joshi
VIRTUAL ASSISTANT
New Delhi
Summary
Virtual Assistant supporting client communication, calendar coordination, follow-up tracking, and document organization across fast-moving workflows. Brings a client support mindset, strong structured updates, and careful handling of recurring requests from SaaS account work. Uses detail-focused coordination to keep tasks moving, reduce missed follow-ups, and maintain clear communication across stakeholders.
Overview
2
2
Languages
4
4
years of professional experience
Work History
Customer Success Specialist
JRNI
11.2025 - Current
- Own day-to-day support and relationship management for enterprise clients including HSBC, ANZ, Chanel, Brooks Brothers, and Signet Co.; manage requests, escalations, and follow-through against expectations and SLAs.
- Bridge clients with product and technical teams to troubleshoot complex issues, provide structured updates, and turn recurring problems into practical improvements.
- Review client usage and engagement signals to identify adoption gaps and retention risks, bringing a customer-success mindset to operational support.
Retention Consultant
WebEngage
07.2025 - 11.2025
- Worked directly with consumer brands on a SaaS retention platform, analyzing user data, configuring lifecycle journeys, and translating business goals into actionable customer strategies.
- Identified churn risks and underperforming campaigns; partnered across technology and marketing to improve campaign performance and customer retention.
- Supported discovery calls, captured detailed MoMs, and coordinated communication between client, technical, and marketing stakeholders.
Operations Specialist
Checkmate
09.2022 - 01.2025
- Handled 20+ customer queries daily at 95% CSAT, resolving digital-order, menu, and technical issues while maintaining clear communication with restaurant operators.
- Managed menu operations for 50+ client restaurants; achieved 99% menu consistency and cut menu-update time by 20% across multiple platforms.
- Reduced order-processing time by 30% by integrating and synchronizing Uber Eats and Grubhub workflows; maintained a 98% digital-order delivery success rate.
Education
M.A. - Communication & Media Studies
Amity University
B.A. - Life Science
Delhi University
Skills
Virtual & Administrative Assistance
Client & Customer Relationship Management
Inbox & Request Management
CRM & Customer Records
Client Follow-Ups
Meeting Minutes & Documentation
Research & Reporting
Workflow & Task Coordination
Customer Onboarding & Retention
Escalation & Issue Management
SaaS Customer Support
Data Management
Lead Qualification & Routing
Cross-Functional Coordination
SOP Adherence
Remote Operations Support
Timeline
Customer Success Specialist
JRNI
11.2025 - Current
Retention Consultant
WebEngage
07.2025 - 11.2025
Operations Specialist
Checkmate
09.2022 - 01.2025
B.A. - Life Science
Delhi University
M.A. - Communication & Media Studies
Amity University
TOOLS & CAREER IMPACT
- Tools: FreshDesk, Google Workspace, CRM systems, SaaS / customer-engagement platforms, customer-data and reporting workflows, Uber Eats, Grubhub.
- Career impact: 95% customer satisfaction while managing 20+ daily customer queries; supported 50+ restaurant accounts with 99% menu consistency; achieved 30% faster order processing and 20% faster menu updates.