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Deepshikha Tiwari

@deepshikhatiwari

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Customer Support Specialist improving CSAT through Zendesk-led, high-volume voice, chat, and email support.

India

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What I'm looking for

I’m looking for remote customer support work in US time zones where I can handle high-volume cases, resolve escalations, maintain strong CSAT and SLA performance, and contribute through mentoring and process improvements.

I’m a Customer Support Specialist with 3+ years of experience handling US-based customers via phone, chat, and email. In my current role, I manage 70–90 customer interactions daily while maintaining 90%+ CSAT and meeting SLA targets.

I resolve escalations, support customer retention, and train/mentor new hires. I’ve also delivered KPI-focused service in high-volume environments, handled orders/returns and account-related queries, and provided technical support by resolving Zendesk tickets and improving recurring issues.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Representative

Current

Telus Digital

May 2025 - Present (1 year 1 month)

Handle 70–90 daily customer interactions across calls, chat, and email while maintaining 90%+ CSAT and meeting SLA targets. Resolve escalations to support customer retention and train/mentor new hires.

Customer Support Chat Support Email Support Zendesk CRM Tools SLA Management CSAT Escalation Handling Customer Retention KPI Management

Senior Customer Service Representative

IQR

Aug 2023 - Mar 2024 (7 months)

Delivered support in a high-volume call environment, achieving KPIs including FCR, response time, and CSAT. Assisted onboarding and handled account-related queries while supporting customer escalations.

FCR CSAT DSAT Monitoring KPI Management Escalation Handling Customer Onboarding Support Zendesk

Customer Service Representative

Amazon

Aug 2022 - Dec 2022 (4 months)

Managed orders, returns, and product inquiries, ensuring accurate and timely customer resolutions.

Order Management Returns Processing Customer Service Accurate Resolution Service quality Problem Solving

Customer Service Representative

HCL Technologies

Jan 2021 - Jul 2022 (1 year 6 months)

Provided technical support via Zendesk, resolving tickets and collaborating with internal teams to address customer needs. Identified recurring issues and contributed to process improvements.

Technical Customer Support Zendesk Ticket Resolution Troubleshooting Process Improvement Service quality