Open to opportunities

Anamika Shrivastav

@anamikashrivastav

Customer Support Specialist delivering payment and e-commerce resolutions through CRM mastery, compliance, and fast escalations.

India

Message

What I'm looking for

I’m looking for a customer support role where I can own high-volume chat/email cases, handle payment verification and refunds, keep documentation compliant, and improve outcomes through CRM workflows, accurate escalation, and strong CSAT performance.

I’m a Customer Support Specialist with 3+ years of experience in international e-commerce, payment platforms, technical support, and sales environments. I handle high volumes across chat, email, and voice support while staying focused on SLA, KPI, and CSAT targets.

In my recent roles, I’ve supported UK e-commerce brands and international customers with order status, returns, refunds, exchanges, delivery, and account-related inquiries. I’m recognized for high first-contact resolution, accurate documentation, and effective escalation management to resolve cases efficiently.

My day-to-day work centers on payment verification, refund processing, and compliance-driven documentation. I perform document checks and compliance reviews, maintain end-to-end case tracking in Salesforce and Zendesk, and keep data privacy standards front and center.

Before specializing in support, I delivered voice and email technical support for Wi‑Fi, router, and modem issues for US customers, using structured troubleshooting and QA standards. I also bring consultative sales experience from BYJU’S, including CRM lead management, follow-ups, and sales closures.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Excevo

Jan 2026 - Jun 2026 (5 months)

Provided email-based customer support for Debenhams and Boohoo, handling 140+ customer emails daily with timely and accurate resolutions. Managed order status, returns, refunds, exchanges, delivery, and account inquiries while maintaining documentation accuracy and compliance.

Customer Support Email Support Order Status Support Returns Refund Processing Exchange Delivery Support Escalation Handling Data Privacy Compliance

Customer Support Specialist

Sutherland Global Services

Sep 2024 - Apr 2025 (7 months)

Delivered chat and email support for an international e-commerce and payment platform, resolving 50–70+ tickets per day related to refunds, orders, and payment transactions. Completed payment verification and compliance reviews, maintaining 95%+ SLA adherence using Salesforce and Zendesk.

Customer Support Chat Support Email Support Refunds Payments Compliance Review Data Protection Compliance Case Documentation SLA Salesforce Zendesk

Customer Support Executive

DBS Global Services

Dec 2022 - Aug 2024 (1 year 8 months)

Provided email and live chat support for order management and service inquiries, troubleshooting issues and escalating complex cases per escalation protocols. Supported customers with placing, tracking, modifying, and canceling orders, and delivered accurate product, service, policy, and promotion information.

Customer Support Email Support Live Chat Support Order Management Troubleshooting Complaint Handling Escalation Management Order Placement Order Tracking

Business Development Associate

BYJU'S (Think & Learn Pvt. Ltd.)

Jun 2022 - Nov 2022 (5 months)

Conducted virtual and in-person product demonstrations for parents and students. Managed CRM leads and follow-ups, and used consultative sales techniques to address customer needs and objections while meeting monthly targets.

Product Demonstrations CRM Lead Follow Up Consultative Selling Objection Handling

Technical Support Executive

Tech Mahindra

Aug 2021 - Jan 2022 (5 months)

Provided voice and email technical support to US customers for Wi-Fi, modem, and router issues. Diagnosed and resolved network connectivity and configuration problems using structured troubleshooting, while documenting cases and following escalation and QA standards in internal CRM systems.

Technical Support Voice support Email Support Network Troubleshooting Case Documentation Escalation Handling & QA CRM

Education

Degrees, certifications, and relevant coursework

Technocrats Institute of Technology, Bhopal (RGPV)

Bachelor of Engineering, Electronics & Communication Engineering

Grade: 73.75%

Activities and societies: NCC Cadet; Robo Race (4th Place); Cultural Event Coordinator

Completed a B.E. in Electronics & Communication Engineering at Technocrats Institute of Technology (RGPV) in 2020, achieving 73.75%. Participated in NCC and Robo Race (4th place) and coordinated cultural events.