Shubhankar Dhama

Operations Associate

Delhi, India4 yrs 2 mos experience

Key Highlights

Achieved 95% customer satisfaction rate in high-volume environments.
Improved application ranking significantly in Shopify app store.
Award winner at Amazon for innovative solutions.

Stackforce AI infers this person is a Customer Service and Application Testing Specialist in the SaaS industry.

Contact

Skills

Core Skills

Application TestingCustomer Experience ManagementCustomer Service

Other Skills

Agile app tester & optimizerBrand AnalysisCustomer SatisfactionData AnalysisLead GenerationQuality AssuranceRelationship ManagementSaaS SalesTeam LeadershipTeam ManagementTechnical SalesTraining

About

Personality: > Passionate problem-solver & people connector, thrives in dynamic environments, leaves a lasting impression. > Highly motivated & adaptable, fueled by positive attitude & learning, tackles challenges with a smile. > Multilingual customer service expert, builds trust & exceeds expectations through clear communication. Skills: > Agile app tester & optimizer, skyrocketed ranking from 2200 to 3rd. > Customer service pro, 95% satisfaction in high-volume chat environment. > Team leader & trainer, empowers others to excel. Achievements: "Bias for Action" & "BE PECULIAR" award winner at Amazon, exceeding expectations with innovative solutions.

Experience

Casa apps

Customer Contact Representative

Sep 2022 – Jan 2024 · 1 yr 4 mos · Delhi, India · Remote

❖ As a client onboarding specialist, my responsibilities include providing both new
and existing clients with an overview of our application.
❖ Additionally, I am constantly testing the application for potential bugs and
communicating with the development team to ensure timely resolution of any
issues.
❖ In order to increase the application's ranking in the Shopify app store, I actively
work towards improving its visibility and relevance. As a result of my efforts, the
application's ranking improved significantly from 2200 to the 3rd ranking for
relevant search results following my appointment to the role.
❖ In order to gain a more comprehensive understanding of user behavior and
cases, I gather overall installation data during each shift, allowing for a more
informed approach to problem-solving and decision-making.
❖ In my role as a client onboarding specialist, I am responsible for managing and
guiding our global clientele through various communication channels, including
chat, telephone, and video conferencing.

Application TestingCustomer Experience ManagementData AnalysisQuality Assurance

Amazon

Seller Support Executive, Brand Analyst

Jun 2020 – Mar 2021 · 9 mos · Delhi, India · Remote

❖ Assisted sellers with an average of 120+ emails by addressing their concerns
about Listing errors, Listing update, Listing page errors, Inventory, Sales and
Billing per day with 90% CSAT.
❖ Liaise with other departments such as Customer Service, Merchant Inventory
Team, Claim Investigation Team and Payments Team as required to resolve
sellers issues and questions.
❖ Acted as an interim Supervisor on a regular basis and managed a team of 15+
employees by guiding them in any question or concern that may arise.
❖ Worked in the Brand team as well as a Brand Analyst where I had responsibility
of analysing and back-checking the brand application with all the required
documents and Trademark Certificate.

Customer ServiceTeam ManagementBrand Analysis

Zomato

Customer Chat Executive, Mail Support

May 2018 – Jun 2019 · 1 yr 1 mo · Delhi, India · On-site

❖ As a skilled customer service representative, I adeptly managed an average of 90
customer chats per day, addressing a variety of concerns related to delivery status,
product issues, offers, and billing. My exceptional ability to deliver prompt and
effective solutions to customer queries resulted in a high level of customer satisfaction, with a remarkable 95% customer satisfaction rate.
❖ In addition to delivering top-notch service, I also played a pivotal role in training
two batches of new employees, introducing them to standard operating procedures
(SOPs), ethical practices, and company operations. By sharing my expertise and
experience, I helped new employees acclimate to the company culture and
effectively meet the demands of the job.
❖ In recognition of my exceptional performance and leadership potential, I was
promoted to the role of Team Leader Assistant, where I was tasked with overseeing
a team of customer support representatives. In this role, I provided guidance and
support to team members, ensuring that they were equipped with the skills and
knowledge necessary to deliver superior customer service. My leadership skills and
commitment to excellence helped to elevate team performance and foster a culture
of growth and success.

Customer ServiceTrainingTeam Leadership

Ebay

Senior Customer Service Executive

Apr 2014 – Apr 2015 · 1 yr · Gurugram, Haryana, India · On-site

❖ In my role as a customer service representative, I delivered swift and amiable
resolutions to over 70 retail purchases, orders, and standard inquiries daily. My
ability to resolve issues in a timely and efficient manner resulted in an enhanced
customer experience that was reflective of the company's commitment to
delivering top-notch service.
❖ Furthermore, I prioritized the establishment and maintenance of strong
relationships with customers, focusing on building rapport and instilling trust. By
becoming a trusted advisor, I was able to provide tailored recommendations and
personalized service that not only addressed immediate concerns but also
anticipated future needs. As a result, I consistently exceeded customer expectations
and contributed to increased customer loyalty and retention