Open to opportunities

Shaistha User

@shaisthauser

I am an experienced customer support and education counsellor specializing in incident management and UK student admissions.

India

Message

What I'm looking for

I seek a collaborative role where I can apply customer support and incident-management expertise, mentor teams, and use Power BI/CRM to drive student outcomes and operational improvements.

I am a resourceful, empathetic professional with more than 10 years' experience in customer support, incident management and education counselling within the UK student admissions space.

As an Incident Manager at Accenture and Senior Associate at Amazon, I managed critical escalations, developed remediation plans, and produced stakeholder reports using Power BI, Excel and Dynamics. I have also driven customer satisfaction and upselling at 24/7 Customer and provided end-to-end admissions and visa guidance at Back2Study.

I mentor teams, streamline processes using CRM and Microsoft tools, and have been recognized as Best Customer-Centric Performer; I seek to apply my analytical problem-solving and people-first approach to deliver measurable results.

Experience

Work history, roles, and key accomplishments

Current

Education Counsellor

Current

Back2Study

Jan 2025 - Present (8 months)

Counsel students for UK university admissions, assist with applications, documentation, and visa formalities, providing end-to-end guidance and ensuring compliance with university requirements.

Counselling UK Education System CRM Microsoft Office Documentation

Senior Associate

Amazon

Jul 2023 - Dec 2023 (5 months)

Handled customer escalations and product-related queries, delivered timely resolutions to maintain high customer satisfaction, and maintained detailed interaction records to support internal audits.

Customer Support Escalation Management CRM Audit & Compliance Ticketing Systems Problem Solving Communication

Incident Manager

Accenture

Jan 2022 - Jan 2023 (1 year)

Monitored and escalated critical incidents, developed remediation plans to mitigate risks, and generated stakeholder reports using Power BI, Excel, and Dynamics to drive timely resolution.

Incident Management Power BI Excel Dynamics 365 Cross Functional Collaboration

Senior Customer Support Advocate

24/7 Customer Pvt. Ltd.

Jan 2015 - Jan 2022 (7 years)

Provided customer support for Optus, Sears, Target, and Walmart, trained team members on complex queries, and identified upsell opportunities that contributed to sales growth.

Customer Support Training Upselling CRM Project Coordination Sales

Customer Service Executive

Infosys BPO

Jan 2014 - Jan 2015 (1 year)

Resolved customer issues for the British Telecom process, coordinated with technical teams for long-term fixes, and maintained proactive support to drive customer retention.

Customer Service Retention CRM Problem Solving Communication