Harsh Shah

I am a dedicated customer support and technical support professional with a strong track record of enhancing customer satisfaction and operational efficiency. Currently, as a Store Supervisor at Shoppers Drug Mart in Ottawa, I have successfully contributed to maintaining a 90%+ customer satisfaction score for five consecutive months. My proactive approach led to the development of actionable reports for the sales and enablement team, resulting in a higher return on investment. I was honored to receive the Employee of the Month award in February 2024 for my efforts in improving inventory and data-keeping procedures.

Previously, I worked as a Technical Support Analyst in Ahmedabad, India, where I provided 24x7 operational support for Fortune 100 clients. My role involved utilizing cloud and DevOps tools to ensure system reliability, authoring over 30 runbooks to optimize processes, and resolving more than 1000 tickets within service level agreements, achieving a 95% resolution rate. My commitment to excellence was recognized with the CAP Award for outstanding performance. I am passionate about leveraging my skills in customer success and technical support to drive business performance and enhance customer experiences.