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Shahbaz Hossain

@shahbazhossain

Senior Customer Service Representative at Tech Mahindra’s Flipkart account, improving workflows to cut resolution time by 18%.

India

Message

What I'm looking for

I’m seeking remote customer support or customer success opportunities with USA-based tech companies, particularly SaaS startups and customer-centric platforms. I’m interested in growing toward customer success management, quality leadership, or support operations management, with an emphasis on team scaling and process automation.

At Tech Mahindra, supporting the Flipkart E-Commerce Account, I handle customer questions about orders, returns, refunds, accounts, and billing across phone, chat, and email. I resolve 94% of inquiries at first contact and consistently achieve a 92% CSAT score.

I optimized support workflows and documented process improvements that reduced average resolution time by 18%. I also identified operational bottlenecks and contributed recommendations that led to five adopted improvements.

I trained more than 12 new representatives on CRM navigation, Flipkart SOPs, and quality standards. I also reviewed team interactions in quality audits, scoring 96–98% across monthly reviews.

I received the Q3 2023 Excellence in Customer Service award. I’m seeking remote customer support or customer success opportunities with USA-based tech companies, especially SaaS and customer-centric platforms.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative (Senior)

Current

Tech Mahindra

Jan 2021 - Present (5 years 10 months)

Managed 150+ inbound customer interactions weekly for Flipkart e-commerce platform, achieving 92% CSAT and 94% first-contact resolution rate. Optimized workflows, trained 12+ new representatives, and contributed to process improvements that reduced resolution time by 18%.