Shveta
Delhi
Summary
Enthusiastic and detail-oriented professional seeking to leverage strong interpersonal, active listening, and problem-solving skills as a Customer Service Executive. Quick to adapt to new workflows and software systems, with a passion for delivering fast, courteous, and accurate support to enhance overall customer loyalty.
Dedicated support associate highly effective at managing schedules, supporting projects and deepening customer relationships. Skilled in coordinating work and resolving conflicts by applying excellenttime management skills. Looking to leverage several years' experience in the field to take on new position with growth-oriented operation.
Overview
2
2
years of post-secondary education
4
4
years of professional experience
Work History
Support Associate
Telus International
11.2024 - 09.2026
- Managed 40+ daily technical tickets for Twilio CPaaS products, maintaining a 97%+ CSAT across Voice, Messaging, and SendGrid API support queues.
- Troubleshot complex SIP trunking, Webhooks, and SMS delivery status callbacks (StatusCallbacks), reducing critical ticket escalations to Tier-3 engineers by 20%.
- Decreased Average Time to Resolution (ATTR) for API callback failures by 25% using Twilio Console Debugger, cURL testing, and log analysis.
- Investigated number porting (LNP) delays, SMS filtering, and route degradation with global telecom carriers to maintain strict SLA compliance.
- Provided customer support through multiple channels, including phone and email.
Customer Relationship Excuetive
Mywish marketplaces Pvt limited
Noida
01.2023 - 10.2024
- Developed strategic initiatives that improved marketplace operations and increased customer engagement.
- Collaborated with cross-functional teams to streamline processes, resulting in enhanced operational efficiency.
- Managed vendor relationships to secure timely delivery of services and products, supporting overall operational goals.
- Researched competitor strategies to identify opportunities for growth in the marketplace.
Education
Bachelor of Arts -
MJP rohilkhand university
07.2024 - 09.2026
Higher Secondary -
UP Board
Skills
- Excellent communication skills
- Negotiation skills
- Teamwork
- Time Management
- Leadership
- Critical Thinking
Languages
- English, Fluent
- Hindi, Fluent
Timeline
Support Associate
Telus International
11.2024 - 09.2026
Bachelor of Arts -
MJP rohilkhand university
07.2024 - 09.2026
Customer Relationship Excuetive
Mywish marketplaces Pvt limited
01.2023 - 10.2024
Higher Secondary -
UP Board