Shauna Cotter

Customer Experience Specialist with 7+ years of experience in high-volume customer support and social media operations. Proven track record of managing escalations, maintaining SLA compliance, and delivering consistent customer satisfaction in fast-paced fintech environments. Skilled in handling multi-channel support while maintaining strong brand communication and resolving complex customer issues efficiently.

Social Media Executive at Globiva (2022-11 – 2026-03)

Client: CRED (Fintech)

• Managed 100+ daily customer interactions across social media platforms, ensuring timely and accurate responses in line with brand tone and company policies.
• Maintained high SLA compliance (~95%+) by adhering strictly to response time standards and priority queuing protocols.
• Handled complex customer escalations and coordinated with cross-functional internal teams for swift issue resolution and follow-through.
• Reduced repeat complaints proactively by identifying pain-point patterns and improving response quality and first-contact resolution.
• Ensured consistent brand tone and communication across all customer touchpoints on LinkedIn, Instagram, Twitter/X, and Facebook.
• Contributed to measurable improvements in customer satisfaction scores through efficient, empathetic query handling.
• Consistently maintained high-volume pressure across all roles, demonstrating reliability under ~95%+ SLA compliance.
• Recognized for effectively handling high-priority customer escalations with minimal re-escalation and strong resolution quality.

Customer Care Associate at Cart2India Online Retail Private Limited (2018-12 – 2022-11)

• Handled 60–80 daily customer queries via calls and emails across multiple service channels in a high-volume e-commerce environment.
• Maintained and updated CRM records for 1,000+ customer interactions, ensuring data accuracy and smooth handoffs.
• Resolved customer issues efficiently, contributing to improved first-contact resolution (FCR) rates across the support team.
• Managed follow-ups and escalations to ensure timely issue closure and positive customer outcomes.
• Delivered a consistent support experience aligned with company service standards and quality benchmarks.

– Anna University (2022 – 2025)

– St. John School PUC (NIOS) (2021 – 2022)

– Karnataka Vidyashala (2013 – 2014)