Open to opportunities

Shaybal Roy

@shaybalroy1

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Remote customer support specialist delivering high-volume resolutions, SLA compliance, and clear technical help.

India

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What I'm looking for

I’m looking for a fully remote support role where I can manage high-volume tickets, maintain SLA and QA, and use CRM tools to resolve issues fast. I want a team that values clear communication, escalation discipline, and continuous improvement.

I’m a results-driven remote customer support specialist with extensive experience handling high-volume international customer interactions across live chat, email, CRM, and inbound call support. I focus on ticket resolution, SLA management, customer communication, and escalation handling—delivering workﬂow accuracy and exceptional customer experiences.

In my roles, I’ve consistently managed 150+ daily customer interactions while maintaining 80%+ SLA compliance and accuracy through Freshdesk/Freshdesk Omni and ServiceNow. I also strengthen client outcomes through first-contact resolution, clear technical explanations for non-technical users, and reliable account support across time zones.

Experience

Work history, roles, and key accomplishments

Current

User Support Specialist

Current

Impacthub Connect

May 2026 - Present (0 months)

Managed 150+ daily customer interactions via live chat, email, CRM, and inbound calls, maintaining 80%+ SLA compliance and strong customer satisfaction. Resolved billing/refund/AutoPay and escalation cases while monitoring queues and workﬂows to ensure smooth remote support with 80%+ workﬂow accuracy.

Live Chat Support Email Support SLA Management Ticket Resolution Escalations

Current

Remote Client Support

Current

Self-Employed

Jun 2024 - Present (1 year 11 months)

Managed remote client support and account activities across time zones, handling inbound queries, change requests, and feedback with fast response times and professional communication. Ran Facebook and Instagram campaigns delivering 273+ clicks at Rs.0.64 CPC, coordinating asynchronously with creative teams to meet agreed scope and timelines.

Client Relationship Management Account Support Campaigns Facebook Ads Instagram Ads

Education Counsellor

Collegedunia Web Pvt Ltd

Mar 2026 - Apr 2026 (1 month)

Handled 150–200 daily student interactions via calls, live chat, and CRM, maintaining high first-contact resolution and customer satisfaction. Updated student records accurately, optimized CRM workflows, and guided students from inquiry through admission to enrollment.

Live Chat Support CRM Data Management First Contact Resolutions Customer Satisfaction

Customer Support Engineer

Supernova Construction Pvt Ltd

Oct 2024 - Dec 2025 (1 year 2 months)

Resolved 50+ daily IT and user support tickets in ServiceNow, reducing average response time by 20% through structured categorisation and prioritisation. Delivered remote technical assistance via RDP/AnyDesk/MSTSC and maintained 99% compliance with proactive patch updates and clear user communication.

ServiceNow IT Support RDP Patch Management