sherwin paul

Operations Associate

Bengaluru, Karnataka, India2 yrs 3 mos experience

Key Highlights

Expert in transforming customer frustrations into positive outcomes.
Proven track record in high-impact customer service roles.
Skilled in cross-team coordination and problem-solving.

Stackforce AI infers this person is a Customer Support Specialist with expertise in E-commerce and Telecom industries.

Contact

Skills

Core Skills

Customer Service ManagementOperations ManagementTelecommunicationsCustomer SupportQuality Assurance

Other Skills

Customer Service RepresentativesInternal AuditsCritical ThinkingMetaverseinternational voiceKey MetricsKey Performance IndicatorsKPI ReportingKPI ImplementationKPI DashboardsAHTCustomer RetentionCustomer SatisfactionCustomer Relationship Management (CRM)Customer Experience

About

Customer Support Specialist with multi-industry experience across Amazon, fintech (SPCS), Airbnb escalations, and now Verizon at Accenture. I’m known for turning frustrated customers into calm, clear outcomes by breaking down complex issues, owning cases end-to-end, and communicating with precision. I thrive in fast-moving environments, cross-team coordination, and situations where clarity, empathy, and problem-solving matter the most. Looking to grow into roles where ownership, technical depth, and high-impact customer experience are valued.

Experience

2 yrs 3 mos

Total Experience

1 yr 1 mo

Average Tenure

Current Experience

Accenture in india

Operations Specialist

Jun 2025 – Sep 2025 · 3 mos · Bangalore Urban, Karnataka, India · Hybrid

Operations ManagementCustomer Service RepresentativesInternal AuditsCritical ThinkingMetaverseinternational voice+17

Verizon

Support Representative

Jun 2025 – Sep 2025 · 3 mos · Bengaluru, Karnataka, India · On-site

Handled inbound customer calls for Verizon, assisting with billing, device support, order status, plan upgrades, and account management. Recognized for empathy, problem-solving, and persuasive communication skills that improved customer retention and loyalty. Maintained compliance with company policies while meeting Average Handling Time (AHT) and quality assurance standards. Delivered accurate resolutions using company tools and resources while maintaining high First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores.

UpsellingInvoicingTelecommunications BillingBilling ServicesBilling ProcessRemote Troubleshooting+12

Airbnb

Customer Service Ambassador

May 2024 – Jan 2025 · 8 mos · Karnataka, India · On-site

CommunicationCustomer Relationship Management (CRM)Customer SatisfactionCustomer ExperienceCustomer SupportCustomer Service Management+20

Concentrix

Ambassador

May 2024 – Jan 2025 · 8 mos

Provided multichannel customer support via inbound/outbound calls, emails, and live chat, assisting Airbnb guests and hosts with bookings, cancellations, refunds, and account-related inquiries. Resolved escalations related to payment disputes, policy clarifications, trust & safety concerns, and reservation issues while ensuring compliance with Airbnb policies. Promoted from Resolution 1 to Resolution 2, managing complex cases, high-priority escalations, and working closely with specialized teams for faster issue resolution. Maintained high CSAT (Customer Satisfaction) scores, ensured quick response times, and adhered to SLAs across voice, email, and chat channels.

Amazon business

Associate

Sep 2022 – Apr 2024 · 1 yr 7 mos · Bengaluru, Karnataka, India

Customer Service RepresentativesCustomer Service ManagementCustomer ServiceRefundsReplacement Windowsreplacement+21

Tech mahindra

Customer Support Associate

Sep 2022 – Apr 2024 · 1 yr 7 mos

Assisted customers with order tracking, refunds, replacements, and Prime membership queries. Provided product information and troubleshooting for Amazon services. Ensured smooth resolution within SLA timelines while driving positive customer feedback. Awarded recognition for consistency in quality and empathy-driven communication.