shepherd martin
@shepherdmartin
Customer-focused remote support professional driving high CSAT and SLAs.
IndiaWhat I'm looking for
I am a customer-focused remote support professional with 3+ years supporting global customers via chat, email, and virtual platforms, and additional experience leading operations and engagement functions. I consistently maintain high CSAT, 100% SLA compliance at scale, and have reduced onboarding time by 30% while managing end-to-end customer lifecycles for 500+ customers.
My strengths include clear written communication, empathy, process adherence, and cross-functional collaboration using CRM, ATS, ticketing systems, and productivity tools. I bring demonstrated ownership from founding and operating a customer-facing music institute and from roles in remote HR/recruiting and education operations.
Experience
Work history, roles, and key accomplishments
Head of Department
Doon International School
Jan 2025 - Present (1 year)
Act as primary contact for students, parents, and stakeholders, managing high-volume communications and coordinating scheduling and issue resolution to maintain service quality and satisfaction.
Founder & Operations Lead
Kaffara Institute of Music
Jan 2015 - Present (11 years)
Managed end-to-end lifecycle for 500+ global customers, designed onboarding and engagement processes to improve retention, and handled scheduling, payments, and support communications.
US IT Recruiter
Binding Minds LLP
Oct 2024 - Dec 2024 (2 months)
Managed remote communication with US candidates and clients, used ATS/CRM to track interactions, and resolved hiring and onboarding queries within SLA timelines.
WJCoordinator / Faculty
WhiteHat Jr
Jan 2021 - Dec 2023 (2 years 11 months)
Handled 500+ monthly chat/email inquiries with 90%+ CSAT and 100% SLA compliance, supported onboarding and product walkthroughs, and reduced onboarding time by 30% through process improvements.
Education
Degrees, certifications, and relevant coursework
Mahatma Gandhi Chitrakoot Gramodaya Vishwavidyalaya
Master of Arts, English Literature
Grade: Grade A
Completed M.A. in English Literature with Grade A, focusing on advanced literary analysis and communication skills.
Rani Durgavati Vishwavidyalaya
Bachelor of Business Administration, Marketing
Grade: Grade A
Completed B.B.A. in Marketing with Grade A, emphasizing marketing principles, customer engagement, and business operations.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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