Shubhali Srivastava

Total 4 years of experience as a Customer Service Executive, Escalation Desk and WFM Executive.

Customer Service Executive - O.J Commerce - US Based E-Commerce

(2024-04)

• Handling inbound and outbound communications, addressing concerns, and proactively notifying customers about order status, refunds, and backorders.
• Core Responsibilities in Ticket Handling.
• Collaborating with drop-shipping partners to resolve issues like replacements and breakages.
• Developed and leveraged standardized email templates and macros to streamline communication, improving response time.
• Maintained a low ticket backlog through effective time management and prioritization of urgent customer issues.
• Helped live customers via tool Freshdesk and Chatwoot.

Project – Google Play (US based) Escalation Desk Executive, Roaster Management - Accenture

(2022-03 - 2022-11)

• Identifying, analyzing and initiating the escalation process in an organization based on the escalation criteria specified by the organization.
• Initiating the hierarchical escalation process as per the incident management process, including senior authorities and securing their support.
• Investigated and resolved customer enquiries and complaints in a timely and emphatic manner.
• Planning of absence/missions/sick leaves/training of team members as well as roster management.
• Creates and communicates schedules and provides regular reports to management on work load and workforce.

Customer Service Executive - Amazon

(2020-09 - 2022-03)

• Abrogate Orders and shipments for customers as well as help them locate packages.
• Supersede or Refund Accounts for lost or misplaced packages.
• Guiding customers on Amazon.in
• Utilise articles and internal implements to solve each customer's issue in a timely manner.
• Answered inbound calls dealing with technical and non-technical issues on all products.
• Ameliorated sales by maintaining customer relationships.

Pursuing - AI in Product Management - IIT Madras (2025-12)

Bachelor of Science - Lucknow University (2018)

Intermediate - Sherwood Academy, Lucknow (2014)

Matriculation - CMS, Lucknow (2012)