Deepanshu Kaushik

Shopify & D2C Operations Executive - Ojas Softech – AstroSage

(2022-08 - 2026-04)

Managed Shopify store operations including product listing, content uploading, inventory updates and website supervision.
Handled D2C operations including order management, Invoicing, Billing, payment tracking, and customer order coordination.
Managed inventory records and ensured accurate stock availability on the website.
Coordinated backend e-commerce operations and daily order processing activities.
Assisted in maintaining smooth website operations and product management workflows.
Worked on operational reporting and Excel-based tracking sheets.

Customer Support Executive / Subject Matter Expert (SME) - Ojas Softech – AstroSage

(2022-08 - 2026-04)

Omnichannel Support: Managed live chat, inbound/outbound calls, and email support for a diverse domestic and international customer base.
Escalation Management: Handled complex customer escalations, ensuring rapid issue resolution and maintaining high customer satisfaction rates.
Team Leadership (SME): Monitored live chat operations, acting as a Subject Matter Expert to mentor, guide, and provide actionable feedback to team members.
Cross-Functional Coordination: Collaborated with internal departments to streamline order updates, resolve service issues, and implement process improvements.
Query Resolution: Addressed and resolved critical customer inquiries regarding subscriptions, payment processing, refunds, and technical service disruptions.
CRM & Tools: Leveraged Tawk.to CRM and proprietary internal tools to efficiently manage, track, and document customer interactions.
Managed payments on gateways: Razorpay, CCAvenue, and Paytm.
Reporting & Analytics: Generated daily operational reports, shift updates, and performance trackers using MS Excel, and created data-driven presentations in MS PowerPoint.
Operational Excellence: Maintained stringent service quality standards and seamless team coordination within a high-volume, fast-paced environment.

Customer Support Executive - iEnergizer – Pine Labs

1.5 Years

Key Account Support: Provided dedicated support and managed high-level escalations for key merchant accounts.
Financial Operations: Oversaw end-to-end billing operations, customer order processing, and payment settlement workflows.
Salesforce CRM Management: Utilized Salesforce for comprehensive case management, order processing, billing verification, settlement tracking, and merchant data maintenance.
Payment Gateway Troubleshooting: Diagnosed and resolved technical and transactional issues.
Hardware & Transaction Support: Addressed and resolved hardware issues with EDC machines, failed transactions, billing discrepancies, and settlement delays.
Stakeholder Coordination: Liaised between merchants, operations, and support teams to monitor transactions, track deliveries, and ensure seamless order fulfillment.

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