VISHAL DEVNATH

Managed e-commerce operations to streamline customer experience.

• Product & Cart Assistance: Assisted customers with website navigation, payment gateway errors, promo codes, and abandoned cart inquiries.
• Returns & Refunds Processing: Handled product returns, exchanges, and dynamic refund tracking according to company policies.
• Order & Logistics Management: Tracked shipments, managed order cancellations, and resolved delivery discrepancies with logistics partners.
• Billing & Plan Optimization: Resolved complex billing disputes, explained prorated charges, and upgraded plans based on data usage metrics.

Technical Troubleshooting: Guided users through device activation, SIM/eSIM swaps, network connectivity resets, and data migration.

• Coordinated T-Mobile operations to support client needs.
• Cross-Selling: Identified customer needs to pitch add-on services, insurance protection plans (like Protection 360), and accessories.
• Cross-Selling: Identified customer needs to pitch add-on services, insurance protection plans (like Protection 360), and accessories.
• Marketplace Escalations: Resolved merchant-buyer disputes and managed customer feedback across platform channels to protect brand rating.
• Coordinated T-Mobile operations to support client needs.

• Issue Resolution: Triaged and resolved high-priority website issues, hosting downtime, and SSL errors under strict SLAs.
• Guided clients through CMS onboarding and website handoff, ensuring seamless site management and client satisfaction.
• Liaised with clients to translate non-technical feedback into clear, actionable bug reports for development team, enhancing communication and issue resolution.
• Managed post-launch client relationships to promote website maintenance packages and feature upgrades, contributing to long-term client engagement.
• Knowledge Base Creation: Documented common technical FAQs to streamline the support process and cut ticket resolution times.

• Handled inbound customer calls, addressing inquiries, requests, and complaints to enhance customer satisfaction.
• Assisted customers with product information, order placement, and tracking, ensuring a positive customer experience.
• Conducted outbound customer calls to resolve inquiries and provide information, fostering customer loyalty.
• Delivered chat support to customers, resolving issues and answering questions.
• Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
• Followed established company procedures for managing customer inquiries, returns, and refunds, ensuring compliance and consistency.