Shubham Razput

Dedicated customer service professional with extensive experience in technical support, billing inquiries, and upselling for major telecommunications and financial companies, Proven ability to achieve 100% customer satisfaction and exceed KPIs, including Net promoter Score. Recognized for exceptional service with client appreciation and promotions to supervisor and Subject Matter Expert roles, Eager to leverage strong client handling and problem-solving skills to contribute to [Target Company Name]'s success.

Sr. Associate Customer Service Chat at T-Mobile, US - Go Magenta, iEnergizer (2025-12 – Present)

• Managed inbound chats for T-Mobile customers concerning postpaid accounts, addressing inquiries related to billing, technical support, and wireless and fiber home internet services.
• Facilitated upselling of T-Mobile plans, perks, and phone upgrades, alongside order support, achieving 100% customer satisfaction and resolution.
• Consistently met Key Performance Indicators (KPIs) and targets, including a 3-day repeat rate, a Net promoter Score (NPS) of 33%, and logged 8.30 Hours daily without breaks.
• Received multiple customer appreciation comments and maintained high customer satisfaction scores while adhering to all respective KPIs.

Sr. Associate Technical Support at Verizon Wireless, US - Tech Mahindra (2022-09 – 2025-11)

• Handled inbound calls and chats for Verizon Wireless customers regarding postpaid accounts, providing comprehensive support for billing, technical issues, and home internet services.
• Executed upselling strategies for Verizon Wireless plans, devices, perks, and phone upgrades, in addition to managing order support, ensuring 100% customer satisfaction and resolution.
• Maintained satisfaction score, while maintaining 8.5 Logged hours daily Excluding Breaks.
• Garnered customer and client commendations for exceptional service quality and issue resolution.
• Elevated to Workforce Management (WFM) Module Operator for six months and subsequently to Subject Matter Expert (Supervisor) for six months.

Sr. Associate Customer Support at SBI cards - iEnergizer, Noida

• Managed inbound calls for SBI Credit card's Global Clientele, resolving account-related issues including billing, fraud, and transaction inquiries.
• Addressed and resolved customer escalations, maintaining 100% customer and client satisfaction.
• Promoted to Supervisor for three months and received appreciation medals and the Customer Experience Award in 2022.

Collection Associate at Fusion BPO - Dhani One Freedom

• Executed outbound calls for domestic collection process, engaging customers to recover outstanding debts.
• Met daily Key Performance indicators (KPIs) and targets, focusing on achieving 3-5 First Call Resolution(FCR) each day.

B.Com in Accounts (Honours), BUSINESS STUDIES, ENV. STUDIES, ECO, ENG – VBU. University, Hazaribagh (2014 – 2017)

I. Com in Accounts (Honours), BUSINESS STUDIES, ENV. STUDIES, ECO, ENG – RSP College, Jharia, Dhanbad (2012 – 2014)

Matriculation in ENG, MTH, SCI, SST, HIST, GEO, SNKRT – Mother Teresa High School (2012)