Shivam Bihani

Dedicated and results-driven professional with proven experience at top-tier global customer experience organizations, Concentrix and Teleperformance. Possesses a strong foundation in high-impact communication, sales execution, and strategic decision-making. Exceptionally adaptable to fast-paced corporate workflows, utilizing outstanding patience and problem-solving capabilities to optimize client engagement, maximize customer retention, and drive positive business outcomes.

Customer Experience & Operations Associate - Concentrix

(2025-12 - 2026-04)

• Communication & Engagement: Utilized advanced communication strategies to manage core client interactions, ensuring clear, professional, and efficient service delivery.
• Critical Problem Solving: Exercised real-time decision-making capabilities to resolve complex customer escalations and operational issues, successfully safeguarding brand service quality.
• Customer Retention: Applied a high level of patience to de-escalate challenging consumer scenarios, transforming potential friction into long-term brand loyalty and positive relations.

Sales & Customer Management Executive - Teleperformance

(2024-08 - 2025-10)

• Sales Execution: Actively drove end-to-end sales initiatives by accurately identifying customer needs, delivering persuasive presentations, and consistently achieving cross-functional performance targets.
• Operational Adaptability: Demonstrated exceptional flexibility by seamlessly transitioning across diverse shift schedules, evolving campaign updates, and dynamic fast-paced environments.
• Relationship Management: Maintained open, clear, and proactive channels of communication with internal stakeholders and external clients to streamline organizational service goals.

Higher Secondary - Class XII - Shree Maheswari Vidyalaya (WBBHSE) (2014)

Secondary - Class X - Shree Balkrishna Vithalnath Vidyalaya (WBSSE) (2012)