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SHASHANK SHAH

SHASHANK SHAH

QC Process Specialist

Customer Service / Support

Moose Jaw, Saskatchewan

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About SHASHANK SHAH:

Provide support to the store and ground staff

Experience

  • QC Process Specialist (Full Time)                                           May 2022 –January 2023                                 StockNSell Inc., Gujarat, India
  • Examining the customer’s inbound emails & chats and verifying agents quality metrics.
  • Daily meetings with Team Lead & Quality Manager to discuss about weekly, Monthly & Quarterly team’s performance (WoW, MoM & QTP).
  • Coaching team about the customers best practices & to-be a voice of customer. Providing feedbacks to the team about their performance and helping to achieve the team’s goal.

 

  • Sr. Customer Support Specialist (Full-Time)                        May 2017 – April 2022                                             Pramukh Web Solution, Gujarat,India.
    • Assist customers to answer questions & solve problems via chat & emails. 
    • Track, document, and retrieve information in databases & CRM tool & managing them in ticketing tool (Zendesk, JIRA). 
    • Attending daily meetings with team for KPI metrics & customer survey discussions.

 

  • Sr. Customer Service Representative, (Full Time)                  Feb 2015 – April 2017                                                     Motif India Pvt Ltd (Ttec), Gujarat, India                             
    • Worked for world’s top E-commerce company (eBay UK & NA region) and guiding customers for the listing best practices, policies & Infringements rights policies.
    • Provided support to the customers through webform, chat & email and gave best customer resolutions online using various tools like CRM, Agent Desktop, CITRIX & Communicator.
    • Received as Joint Top performer award for October-2015 & Best Performer award for November-2015 providing with top customer support & quality metrics.

Education

Post Graduate Certificate - Project Management                          March 2023 - Present

Saskatchewan Polytechnic, Moose Jaw, SK, Canada.

 

Master of Engineering - Computer Engineering                            August 2013 - May 2015

Gujarat Technological University, Gujarat, India

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