Sourabh Shahi
Jaipur
Summary
Detail-oriented Customer Service Specialist with strong organizational skills and a proven ability to manage multiple projects accurately. Committed to enhancing sales and fostering teamwork in fast-paced environments. Skilled in prioritizing tasks and effectively resolving escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Support Executive
Teleperformance Private Ltd.
Jaipur
01.2024 - 04.2026
- Handled inbound and outbound international calls to provide technical and nontechnical support for Norton Antivirus products & services.
- Troubleshot software installations, activation, updates, and virus removal issues through calls, chats, and remote assistance, enhancing customer experience.
- Provided prompt and accurate information, resolving queries and contributing to overall customer satisfaction.
- Escalated unresolved cases to higher technical support tiers, ensuring timely follow-ups on pending cases to maintain service continuity.
- Achieved performance metrics including call quality, resolution time and Customer Satisfaction Scores (CSAT).
Research Analyst
RTD Express Courier & Cargo Ltd.
Jaipur
05.2023 - 12.2023
- Conducted research using surveys, interviews and online tools to help in business growth.
- Developed a comprehensive database of potential leads and clients across various industries.
- Extracted client data, including names, contact numbers, and emails, from multiple industries to generate potential leads.
- Utilized LinkedIn Sales QL, Navigator, Google, and other tools to gather contact details of decision-makers.
- Used Chat GPT and AI tools to create personalized emails and messages for better client engagement.
Airport Operations & Customer Support Officer
Inter-Globe Aviation Private Limited - Indigo Airlines
Jaipur
08.2022 - 02.2023
- Passenger Handling: Assisted passengers with check-in, baggage & boarding processes.
- Customer Service: Resolved passenger queries, complaints, and special requests, enhancing overall passenger satisfaction.
- Baggage Handling: Managed the handling, loading and unloading of baggage and ensuring it is processed accurately and efficiently.
- Security & Safety: Ensured compliance with airline safety regulations and procedures including screening of baggage and passengers.
- Operational Support: Supported aircraft turnaround activities, ensuring timely cleaning, refuelling, and catering services.
- Documentation: Kept accurate records of passenger and flight data, facilitating smooth check-in and boarding processes.
Order Management Specialist
AWS Services
Jaipur
12.2019 - 06.2020
- Processed and submitted orders for daily and expedited delivery to maintain customer satisfaction.
- Reviewed orders for accuracy, errors & omissions, ensuring correct shipments and enhancing order fulfillment.
- Liaised with management to resolve complex order issues & problems to maximize customer satisfaction.
- Communicated order status via email, informing customers of back-orders or shipping delays to maintain transparency.
- Resolved customer inquiries, questions, and issues within business days, fostering positive customer service experience.
Education
Bachelor of Commerce -
University Of Rajasthan
Jaipur01-2022
Higher Secondary Certificate - Commerce
Mahatma College of Commerce & Arts
Mumbai01-2017
Trade Apprenticeship - Mechanical
Tata Power Pvt Ltd.
Mumbai01-2014
Senior Secondary Certificate -
Swami Vivekananda High School
Mumbai01-2011
Skills
- Technical Support & CRM Tools
- Customer relationship management
- International customer service
- Problem Solving & Call Handling
- Remote support
- Service Standard Compliance
- Technical guidance
- Problem solving
- Conflict resolution
- Effective communication
- Time management
Accomplishments
- Gold Medal in Table Tennis (Inter-State)
- Professional Footballer (MDFA Elite-Division)
- Snooker (Participation-All India Open Snooker Championship)
- Leprosy Elimination Action Programme ALERT-INDIA
- Mock NTSE
- Quiz Competition at Tata Power Pvt Ltd.
Disclaimer
I hereby declare that the information provided above is true & correct to the best of my knowledge and belief.
Timeline
Customer Support Executive
Teleperformance Private Ltd.
01.2024 - 04.2026
Research Analyst
RTD Express Courier & Cargo Ltd.
05.2023 - 12.2023
Airport Operations & Customer Support Officer
Inter-Globe Aviation Private Limited - Indigo Airlines
08.2022 - 02.2023
Order Management Specialist
AWS Services
12.2019 - 06.2020
Bachelor of Commerce -
University Of Rajasthan
Higher Secondary Certificate - Commerce
Mahatma College of Commerce & Arts
Trade Apprenticeship - Mechanical
Tata Power Pvt Ltd.
Senior Secondary Certificate -
Swami Vivekananda High School