Open to opportunities

Shashank Dwivedi

@shashankdwivedi1

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I manage US client support, retention, and SaaS service delivery across high-volume channels.

India

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What I'm looking for

I'm looking for client-facing customer success, client support, or SaaS/cloud support work where I can improve retention, resolve complex requests, and deliver strong CSAT and SLA outcomes.

I've managed end-to-end service delivery for 25+ US client accounts at BrandMuscle, handling onboarding, escalations, service reviews, retention, and SLA-based resolution. I use Salesforce to track client interactions and maintain accurate service records while partnering with internal teams to close complex requests.

Across BrandMuscle, CloudFirst Technology, Addtek Software, and iEnergizer, I've supported SaaS, cloud, and telecom customers through voice, chat, and digital channels. I've led a nine-person inside sales team supporting AWS, Azure, and Google Workspace, sustained 90%+ CSAT for more than three years at iEnergizer, and focus on first-contact resolution, churn reduction, and lasting client relationships.

Experience

Work history, roles, and key accomplishments

Senior Specialist — Customer Success & CS Operations

BrandMuscle (An Ansira Company)

Dec 2024 - Jun 2026 (1 year 6 months)

Established and scaled Customer Success and CS Operations teams delivering exceptional client servicing across 25+ US-based accounts. Served as primary point of contact for US clients, managing service requests, resolving escalations, and ensuring seamless client experience.

Customer Success Client Servicing SLA Management Escalation Handling Client Onboarding Cross Functional Collaboration Process Improvement Account Management

Team Leader — Inside Sales

CloudFirst Technology Pvt Ltd

Aug 2024 - Dec 2024 (4 months)

Led a 9-member inside sales team supporting cloud-based SaaS solutions including AWS, Microsoft Azure, and Google Workspace. Directed day-to-day operations, coached team members, and oversaw resolution of client queries and escalations.

Inside Sales Team Leadership AWS Azure Google Workspace SLA Management Coaching Performance Metrics Performance Monitoring

Senior Customer Support Representative

Addtek Software Pvt Ltd

Jun 2023 - Jul 2024 (1 year 1 month)

Delivered high-quality customer and client support, handling inbound service requests and resolving complaints across voice and chat. Managed end-to-end client servicing with focus on first-contact resolution and client retention.

Customer Support Client Servicing First Contact Resolutions SLA Management Customer Retention Voice support Chat

Senior Customer Service Representative

iEnergizer

Aug 2019 - May 2023 (3 years 9 months)

Delivered real-time customer service and client support via chat for T-Mobile US, handling billing, network, and account-related queries. Specialised in customer retention and provided technical troubleshooting support.

Customer Service Chat Technical Troubleshooting Customer Retention SLA Management Quality Assurance Billing Support Network Support