Open to opportunities

Rupender Birdi

@rupenderbirdi

Customer Support and e-commerce operations specialist delivering Tier 3 service excellence and fast KPI-driven resolutions.

India

Message

What I'm looking for

I’m looking for a remote customer support role where I can own Tier 3 cases, improve SOP-driven workflows, and consistently hit CSAT/QA and response-time KPIs—while partnering across teams to resolve complex billing and subscription issues.

I’m a Customer Support and E-commerce Operations Specialist with 8+ years of experience supporting global customers in high-volume, remote environments. I specialize in Tier 3 live chat and email support for billing and subscription inquiries, refunds, cancellations, account management, and escalation handling.

I manage 80–120+ daily customer interactions while working against CSAT, QA, first response time, resolution time, ticket closure time, and other service KPIs. I investigate complex cases, document customer history accurately, and coordinate through Slack to deliver policy-aligned resolutions.

I also bring hands-on Shopify operations and backend support experience—order and fulfillment management, returns and exchanges, catalog and inventory management, and product listings. I continuously improve workflows using SOPs, macros, templates, and AI-assisted tools to increase consistency, clarity, and efficiency while preserving a personalized customer experience.

Experience

Work history, roles, and key accomplishments

Current

Tier 3 Customer Support CSR

Current

NextVacay

Jul 2018 - Present (8 years 1 month)

Manage 80–120+ daily Tier 3 live chat and email cases, resolving complex billing, renewals, refunds, cancellations, and account access issues. Work against CSAT, QA, FRT, resolution, and ticket closure KPIs. Maintain accurate records in HappyFox, improve workflows using macros and AI tools, and coordinate through Slack, Notion, and Google Workspace.

Current

E-commerce VA & Customer Support

Current

Freelance / Upwork

Jun 2016 - Present (10 years 2 months)

Supported 5–10 Shopify stores with customer service and backend e-commerce operations, handling inquiries, order status/shipping updates, and post-purchase support. Managed store data and listings (Shopify, Amazon, eBay) and improved workflow efficiency using AI tools.

Customer Support Specialist

Hyperfund

Jul 2021 - Jul 2022 (1 year)

Provided live chat support for customer account inquiries, access issues, profile updates, and service-related questions. Managed escalations with accurate case notes to ensure timely follow-through and closure while protecting customer data.

Live Chat Access Profile Updates Escalation Handling Customer Support Follow Through

Supervisor - Data Entry and Operations

Balaji Outsourcing Pvt. Ltd.

Jul 2013 - Sep 2017 (4 years 2 months)

Supervised a team of 5–8 data entry operators, assigning workloads and monitoring productivity to ensure timely daily deliverables. Conducted quality audits and accuracy checks, reported operational status, and supported team members through coaching and process guidance.

Team Supervision Data Entry and Processing Quality Audits Accuracy Operational Reporting Workflow Coordination Workflow Blocker Resolution Coaching Remote Collaboration

Customer Support Executive - Outbound

Outreach First

Aug 2012 - Feb 2013 (6 months)

Handled outbound customer calls focused on retention, service inquiries, and clarifying customer issues before communicating solutions. Documented outcomes accurately and maintained a professional customer experience.

Outbound Calling Retention Issue Clarification Customer Issue Documentation