Shashank Shah
QC Process Specialist
Talent
Moose Jaw, SaskatchewanMember since March 10, 2023
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About
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.
