# Shahbaz Hossain

Shahbaz Hossain is a remote worker on Himalayas, Customer Service Representative (Senior) at Tech Mahindra, based in India.

Source: https://himalayas.app/@shahbazhossain

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 30k+ USD |
| Job categories | Customer Support Specialist, Customer Success Manager, Technical Support Engineer, Operational Support Analyst, Customer Onboarding Specialist |
| Skills | Customer Support, Customer Success, SLA Management, CRM, Salesforce, Ticketing Platforms, Custom CRM, Process Optimization, Process documentation, Quality Assurance, Customer Satisfaction (CSAT), First Contact Resolutions, E Commerce Operations, Order Management, Returns And Cancellations Processing |
| LinkedIn | https://linkedin.com/in/shahbazhossain |

## What I'm looking for

```text
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.
```

## About

```text
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

### Customer Service Representative (Senior) (current)

[Tech Mahindra](https://himalayas.app/companies/tech-mahindra). Jan 2021 - Present

```text
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%.
```

Skills: Salesforce, CRM, Ticketing-Systems, Client-Communication, Conflict-Resolution, Problem-Solving, Quality-Assurance, Process-Optimization, SLA-Management, Data-Entry, Order-Management, Returns-and-Refunds-Processing, Microsoft-Office, Google-Workspace

## Education

### Indira Gandhi National Open University

Bachelor of Arts, Sociology

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Pursuing a Bachelor of Arts in Sociology with expected graduation in 2026.
```

### Sri Aurobindo Vidyamandir

Higher Secondary, General Studies

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Completed Higher Secondary (12th Grade) under WBCHSE.
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### Satyavisa Public School

Secondary School Certificate, General Studies

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Completed Advanced Secondary (10th Grade) under ICSE Board.
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### Suptendu Memorial D.Ed College

Diploma in Education, Education

```text
Completed a Diploma in Education (D.El.Ed).
```

## Tech stack

- Salesforce
- Google Docs
- Google Drive
- Jira
- Google Workspace
- Google Sheets
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Office

To contact Shahbaz, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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