Shishir Puttur

Client-focused Customer Service Professional with 5+ years of experience in high-volume contact centres, specializing in needs assessment, consultative communication, issue resolution, account support, and relationship building. Proven ability to explain complex information clearly, manage competing priorities, de-escalate concerns, and maintain high standards for quality, accuracy, and customer satisfaction. Seeking to build a long-term career in general insurance and client advisory with CGIC.

Prepared to complete provincial insurance licensing requirements and pursue the Chartered Insurance Professional (CIP) designation.

Senior Customer Service Support — Network Operations - Comtech Telecommunications Corp. - New Brunswick, Canada

(2025-12 - 2026-07)

• Provided high-volume telephone support to business and public-sector clients.
• Used structured discovery questions to understand customer needs and identify appropriate service solutions.
• Explained complex service and technical information using clear, customer-friendly communication.
• Managed multiple customer accounts, inquiries, and escalations while meeting quality and productivity targets.
• Assessed client requirements and recommended appropriate replacement, upgrade, or additional service options.
• Maintained accurate customer records, case histories, and interaction notes.
• Coordinated with engineering and field teams to resolve escalated service issues.
• Delivered timely solutions while maintaining professionalism, empathy, and customer focus.

Associate Network Engineer - Brennan IT - Navi Mumbai, India

(2022-09 - 2023-07)

• Managed inbound client requests and calls using structured questioning and critical thinking.
• Assessed client concerns and provided tailored technical and service solutions.
• Conducted initial client qualification and requirements assessment.
• Recommended appropriate technical or hardware service options based on client needs.
• Translated complex technical information into clear, accessible explanations.
• Maintained accurate client documentation, service agreements, account information, and case updates.
• Collaborated with internal support teams to resolve client issues and improve service workflows.

Technical Support Engineer - Ubiquiti Inc. - Mumbai, India

(2021-06 - 2022-09)

• Handled high volumes of customer inquiries through phone, chat, and email.
• Assessed customer requirements and determined appropriate product and service solutions.
• Provided consultative product guidance and recommended complementary products where appropriate.
• Educated customers on product capabilities, service procedures, and available solutions.
• Focused on efficient first-contact resolution and positive customer experiences.
• Documented customer interactions and recurring feedback.
• Shared customer insights with internal product and service teams to support process improvements.

Senior Customer Care Executive - Teleperformance (TP) India - India

(2020-08 - 2021-05)

• Managed high-volume inbound contact centre interactions involving customer inquiries, account reviews, and service complaints.
• Followed established call flows, quality standards, and customer-service procedures.
• Adapted communication style to different customer needs and situations.
• De-escalated challenging interactions through active listening, empathy, and structured problem solving.
• Consistently met performance expectations for average handle time, customer satisfaction, and quality assurance.

Accounts Receivable Specialist - GeBBS Healthcare Solutions - Navi Mumbai, India

(2019-12 - 2020-08)

• Managed sensitive financial and billing information for U.S. healthcare operations.
• Maintained high standards of accuracy, confidentiality, and regulatory compliance.
• Investigated account discrepancies and explained billing information clearly.
• Updated account documentation and financial ledgers accurately.
• Maintained detailed records while handling confidential financial information.

Post-Graduate Diploma - Information Technology: Network Administration - New Brunswick Community College (NBCC) (2023-09 - 2025-06)

Bachelor of Engineering - Electronics & Telecommunications Engineering - Pillai College of Engineering (2015 - 2020)