Shubhakar Chilaka

Bilingual (Spanish–English) customer support professional with 2.5+ years of experience resolving high-volume inquiries across voice, email, and digital channels. Proven track record of achieving 95%+ customer satisfaction, reducing average handling time by 15%, and meeting SLA/KPI targets in fast-paced, process-driven environments. Strong analytical and troubleshooting skills with experience using CRM platforms, ticketing tools, and structured SOPs.

Highly adaptable, proactive, and motivated to deliver exceptional technical and non-technical supporting roles.

Process Associate – Spanish Customer Support & Onboarding at Cross Country Infotech (2025-10 – Present)

• Handle 50+ inbound and outbound customer interactions daily via phone, email, and chat in Spanish, consistently maintaining a 95%+ customer satisfaction rate across all channels.
• Diagnose and resolve customer issues end-to-end by applying root-cause analysis, CRM tools, and company SOPs — ensuring first-contact resolution and compliance with SLAs.
• Collaborate cross-functionally to streamline case-handling workflows, resulting in a 15% reduction in average handling time and measurable improvement in team-wide response efficiency.
• Log and document all customer interactions accurately in CRM systems, maintaining data integrity and enabling better reporting and performance tracking against KPIs.
• Identify recurring support patterns and proactively recommend process improvements that reduce repeat contacts and increase customer self-service capability.
• Conduct structured orientation sessions in Spanish for new hires, covering company policies, compliance requirements, and operational procedures.
• Coordinate with IT and Operations to provision system access, tools, and equipment for onboarding employees on schedule.
• Arrange job-specific training in coordination with managers, covering logistics, warehousing, and transport processes.
• Serve as the primary point of contact for new employees during their first weeks, resolving queries quickly and reducing early attrition.
• Gather onboarding feedback and recommend improvements that enhance the new-hire experience and integration speed.

Catalog Management Consultant – Spanish Retail at Synergy Plus / Coforge BPS (2024-12 – 2025-09)

Client: Walmart US & Mexico

• Ensured accuracy, consistency, and searchability of Spanish-language retail product catalogs across Walmart US and Mexico platforms.
• Tagged and classified product attributes to improve search relevance and support machine-learning model training — contributing to faster product discovery and higher e-commerce conversion.
• Validated and refined AI-generated annotations against strict retail taxonomy and business rules, maintaining a high standard of data quality.
• Managed bulk catalog updates and variant grouping tasks, applying strong attention to detail and systematic process adherence.
• Identified and escalated data anomalies proactively, reducing downstream errors and improving catalog integrity.

Process Associate – Spanish Add Relevance, Content Review & Moderation at Genpact (2023-12 – 2024-12)

Client: Leading E-commerce Platform, Spain & Mexico

• Reviewed and evaluated Spanish-language sponsored product content against SOPs, use cases, and linguistic guidelines in a high-volume, KPI-driven environment.
• Trained and improved automation tools by providing nuanced linguistic feedback to optimize search relevance for Spanish-language queries from Spain and Mexico.
• Translated and validated content for organic and paid search outputs, ensuring cultural accuracy and platform compliance.
• Adapted consistently to seasonal product updates and changing business rules, maintaining productivity targets throughout.
• Collaborated with team members to resolve ambiguous cases and improve automation precision — demonstrating problem-solving agility and a continuous-improvement mindset.

Spanish Language in Language – Mythri Ojas Institute

Spanish Language in Language – Vivekananda Institute of Other Languages

B.Tech in Computer Science Engineering – SKR College of Engineering & Technology