Shubham Sharma
Kangra
Summary
Customer Support Specialist with 3+ years of experience in fintech and international customer operations, supporting clients across Europe, the UK, and the USA. Experienced in CRM systems, issue tracking, and cross-team collaboration using tools like Jira, Confluence, Salesforce, and Freshdesk. Skilled at identifying customer pain points, resolving complex issues, and providing insights that help improve product experience.
Overview
4
4
years of professional experience
Work History
Support Specialist
Revolut
03.2024 - Current
- Provide support to business users across Europe, the UK, and the USA, resolving platform and payment-related issues.
- Use Jira to track bugs and escalate technical issues to product and engineering teams.
- Collaborate with internal teams through Slack and Confluence to ensure timely issue resolution.
- Analyze recurring customer problems and share insights to help improve product workflows and user experience.
CRM Analyst
CashKaro
Gurugram
08.2023 - 03.2024
- Managed customer queries across email, chat, calls, and social media channels.
- Utilized Freshdesk CRM to track and resolve customer issues efficiently.
- Identified recurring issues and collaborated with internal teams to improve support processes.
Customer Support Executive
TaskUs
Mohali
08.2022 - 04.2023
- Handled customer interactions in a U.S. blended support environment via calls, chats, and emails.
- Used Salesforce for case management and Stripe for payment and transaction-related support.
- Delivered efficient issue resolution while maintaining high customer satisfaction.
Customer Care Executive
Teleperformance
Mohali
11.2021 - 07.2022
- Engaged with customers in an international retention process, focusing on issue resolution and customer retention.
- Utilized LivePerson for live chat support and Pega for case management and workflow tracking.
Education
Bachelor of Commerce -
M.C.M D.A.V College
Intermediate -
G.A.V Public School (CBSE)
High School -
Mount Carmel School (ICSE)
Skills
- Google Sheets
- Microsoft Excel
- Microsoft PowerPoint
- Convincing
- Communication
- Hard Working
- CRM software
- Issue resolution
- Product improvement
- Problem solving
- Team collaboration
- Attention to detail
- Time management
- Empathy and patience
Hobbies and Interests
- Listening Music
- Making New Friends
- Traveling
- Playing video games
Personal Information
- Date of Birth: 09/26/99
- Nationality: Indian
- Marital Status: Single
Languages
- Hindi
- English
- Hindi
Languages
Hindi
First Language
English
Advanced
C1
Timeline
Support Specialist
Revolut
03.2024 - Current
CRM Analyst
CashKaro
08.2023 - 03.2024
Customer Support Executive
TaskUs
08.2022 - 04.2023
Customer Care Executive
Teleperformance
11.2021 - 07.2022
Bachelor of Commerce -
M.C.M D.A.V College
Intermediate -
G.A.V Public School (CBSE)
High School -
Mount Carmel School (ICSE)