Open to opportunities

Shashwat Pathak

@shashwatpathak

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Customer Support Specialist improving CSAT through high-volume omnichannel support and mentor-led training.

India

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What I'm looking for

I’m looking for a remote customer support role where I can own high-volume omnichannel queues, mentor teams, and consistently improve CSAT with disciplined SLA/AHT/FRT execution across voice, chat, and email.

I’m a remote-ready Customer Support Specialist with 5+ years of experience supporting high-volume international voice, chat, and email operations for Amazon North America. I’m focused on delivering reliable pre/post-order resolutions—tracking, cancellations, refunds, and account support—while maintaining strict SLA, AHT, and First Response Time (FRT) benchmarks.

I anchor processes and mentor teams using Freshdesk and other support systems to reduce handle times, improve customer retention, and drive performance. From resolving 250+ tickets daily with top leaderboard CSAT outcomes to leading onboarding workflows, team quality audits, and complex escalation handling, I bring practical operational discipline and clear communication to every queue.

Experience

Work history, roles, and key accomplishments

Customer Support Associate (Mentor)

KocharTech (Maxicus)

Jan 2025 - May 2026 (1 year 4 months)

Remote customer support associate and mentor trainer managing high-volume omnichannel live chat and phone operations with focus on AHT and first response time. Handled pre- and post-order resolutions for quick-commerce workflows and supported onboarding, team quality audits, and process guidance.

Omni Channel Support Live Chat Phone Support Voice support AHT Quick Commerce Workflows Order Tracking Cancellations Refunds Onboarding Quality Audits CSAT Freshdesk Zendesk Slack CRM Systems

Customer Support Associate

Teleperformance

Jun 2023 - Dec 2024 (1 year 6 months)

Customer support associate handling high-volume Amazon North America pre-sales and post-sales queries through voice, email, and chat. Resolved complex escalations related to order tracking, refunds, and account issues while supporting mentorship, onboarding, and quality coaching.

Customer Support Associate

Globiva Services Pvt. Ltd.

Sep 2021 - May 2023 (1 year 8 months)

Customer support associate providing high-volume email support via Freshdesk for CRED, including follow-up calls and ticket triage. Maintained strict SLA adherence, response time benchmarks, and case queue management while resolving 250+ tickets daily.

Customer Support Email Support Freshdesk Ticket Triage Follow up High Volume Credit Support SLA Management Response Times CSAT

Content Moderator

Floating Numbers Digital Solutions

Apr 2020 - Aug 2021 (1 year 4 months)

Content moderator for user-generated video content, enforcing community guidelines and mitigating risk. Worked to maintain compliance with platform rules by reviewing and moderating video submissions.

Content Moderation Risk Mitigation