Shubhakar Chilaka

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.

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