Ayush Shakya

Customer Support Leader

February 2021 - June 2022

Full-time

- Oversaw and trained a team of 8 customer support executives, fostering a culture of excellence and consistently delivering exceptional service through both chat and voice processes. - Successfully resolved intricate customer escalations and complaints by displaying empathy and professionalism, resulting in heightened customer satisfaction and increased loyalty. - Collaborated with cross-functional teams, including product development, sales, and marketing, to swiftly identify and address customer issues, thereby ensuring a seamless experience. - Streamlined departmental effectiveness by designing and implementing efficient customer support processes and procedures. - Acted as a pivotal link between the customer support team and management, offering valuable input on new initiatives and strategies. - Exceeded team goals by diligently tracking performance metrics, managing schedules, and assigning tasks to optimize productivity. - Maintained a high standard of quality by conducting regular quality checks, providing constructive feedback and coaching to ensure adherence to company policies. - Played a key role in training new interns, equipping them with the necessary skills to deliver exceptional customer support. - Assisted in the development and implementation of customer support policies, ensuring compliance with legal and regulatory requirements.

Bachelor of Technology in Civil Engineer

August 2016 - September 2020

Received education in construction design, AUTOCAD proficiency, and the estimation and planning of construction projects.