Open to opportunities

Navanshu Shrivastava

@navanshushrivastava

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Customer Success and Operations professional improving escalations, SLAs, and client experience across global teams.

India

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What I'm looking for

I’m looking for a remote role where I can own escalations, ensure SLA compliance, and improve processes using CRM tools. I want to support global customers in high-volume teams and grow into project coordination for SaaS operations.

I’m a detail-oriented Customer Success and Operations professional with 4+ years of experience across aviation, e-commerce, and BPO environments. I consistently deliver customer support through voice, chat, and email while keeping SLAs and quality standards on track.

In high-volume, international settings, I’ve owned escalation management end-to-end—handling flight disruptions, booking and refund issues, and complex multi-team cases. I maintain accurate CRM records, document interactions for reporting and quality review, and drive first-contact resolution (FCR) while meeting KPIs like AHT, CSAT, and quality scores.

I’m CAPM certified (PMI) in progress, and I’m now seeking remote Customer Success Manager, Project Coordinator, or Operations roles with global SaaS or tech companies. My focus is process improvement, cross-functional collaboration, and onboarding clients smoothly—so teams can scale with confidence.

Experience

Work history, roles, and key accomplishments

Customer Support Associate

Teleperformance India

Jul 2025 - Nov 2025 (4 months)

Delivered real-time chat support for Flipkart account customers, handling orders, refunds, returns, and account queries while maintaining first-contact resolution (FCR). Consistently met SLA targets and CSAT benchmarks and documented interactions in CRM for reporting and quality review.

Chat Support SLA CSAT First Contact Resolutions Quality Assurance

Customer Support Specialist

TaskUs Pvt. Ltd.

Jan 2025 - Mar 2025 (2 months)

Managed inbound voice support for DoorDash customers and delivery partners across payment, delivery, and order issues. Resolved escalations and coordinated with internal operations to close cases while meeting KPIs including AHT, quality scores, and CSAT.

Voice support Escalation Management AHT CSAT Case Management Cross functional Coordination

Commerce Faculty

Mohamadiyah Higher Secondary School

Jun 2024 - Dec 2024 (6 months)

Delivered commerce instruction covering accounting, business studies, and economics while building students’ communication and presentation skills. Strengthened stakeholder engagement through classroom delivery and structured teaching.

Accounting Instruction Business Studies Teaching Classroom Training Presentation Skills Communication Stakeholder Engagement Lesson planning

Customer Service Representative

IGT Solutions Pvt. Ltd.

Sep 2020 - Nov 2023 (3 years 2 months)

Handled domestic and international customer queries for IndiGo, managing bookings, cancellations, refunds, rescheduling, and travel assistance end-to-end. Conducted escalation management, maintained accurate CRM records, ensured SLA compliance and quality scores, and coordinated cross-team resolution for complex flight disruption cases.

Airline Customer Support Booking & Cancellation Support Refunds & Rescheduling Escalation Management SLA CRM Administration Cross functional Coordination