Shashank venkat
@shashankvenkat
Customer support and CRM specialist driving CSAT, FCR, and retention.
IndiaWhat I'm looking for
I’m a Customer Support & Customer Success specialist with 4+ years of remote BPO experience delivering multi-channel support via voice, email, live chat, and social media. I’m an expert in CRM platforms like HubSpot, Zendesk, Freshdesk, MS Dynamics 365, and Intercom, and I’ve consistently delivered 95%+ CSAT and 90%+ First Call Resolution (FCR).
I also focus on revenue and retention—using upselling and cross-selling to generate ~INR 4 lakhs in recurring revenue with a 75–80% close rate. In fully distributed teams, I manage SLA and KPI optimization, handle escalations, improve NPS, and lead onboarding & training (including virtual programs for 10–15 new hires) with ramp-up reduced to 1–2 weeks.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Hire Indian
Feb 2024 - Mar 2025 (1 year 1 month)
Delivered multi-channel remote customer support via voice, email, live chat, and social media using HubSpot and Zendesk, maintaining 95%+ CSAT and 90%+ FCR on high-volume queues. Managed ticket queues, SLAs, and escalations, reducing repeat contact rate by 15% through timely cross-functional issue resolution.
Customer Service Advisor
V-Serve
Nov 2021 - May 2023 (1 year 6 months)
Drove upselling and cross-selling across phone, email, chat, and social channels, achieving a 75–80% close rate and generating ~INR 4 lakhs in recurring revenue. Onboarded customers with proactive product education and NPS follow-ups, improving 30-day retention and reducing early churn.
Handled 80–100 remote customer interactions daily via phone, email, and live chat, maintaining 95%+ CSAT during peak campaigns. Designed and delivered virtual onboarding and training for 10–15 new hires, reducing ramp-up time to 1–2 weeks while improving FCR and NPS.
Education
Degrees, certifications, and relevant coursework
MVJ Polytechnic
Diploma in Computer Science, Computer Science
2016 - 2019
Completed a Diploma in Computer Science at MVJ Polytechnic in Bangalore.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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