SG

Open to opportunities

Shibani Gupta

@shibanigupta

Customer service professional specializing in high-volume e-commerce support, fast SLA-first resolutions, and customer satisfaction.

What I'm looking for

I’m looking for a customer support role where I can own end-to-end issue resolution for e-commerce customers, maintain fast SLA-first responses, meet quality targets like CSAT/QA, and handle escalation confidently while improving customer outcomes.

I’m a customer service professional with around two years handling customer inquiries and resolving issues for a US-based e-commerce business (remote). I focus on owning the full escalation lifecycle independently—from first contact through resolution—while keeping service standards consistently high.

I handle 100+ customer inquiries daily across email and live chat, maintaining a first-response time under 8 minutes on Zendesk. I sustain a CSAT score of 95–98% and a QA score of around 80% while meeting Cases-Per-Hour (CPH) targets.

I resolve order, shipping, refund, and payment issues end-to-end without manager hand-off, and I coordinate between customers and internal/logistics teams on multi-step cases. I keep accurate records of every customer interaction to support reliable follow-ups for repeat cases and disputes.

Before this, I worked as a Student Relationship Executive in Admissions & Counselling for 6 months, counseling prospective students and guiding enquiries through to enrollment. I bring that same clarity and follow-through to every customer journey I support.

Experience

Work history, roles, and key accomplishments

LL

Current

Customer Service Representative

Current

Lumisha India Private Limited

Jan 2023 - Present (3 years 7 months)

Handled 100+ customer inquiries daily for a US-based e-commerce client via email and live chat, maintaining first-response time under 8 minutes on Zendesk. Independently owned escalation lifecycle through resolution for order, shipping, refund, and payment issues while sustaining CSAT (95–98%) and QA (around 80%).

Zendesk CSAT Cross functional Coordination

MC

Student Relationship Executive

My Read Group of College

Counseled prospective students over calls and face-to-face on course availability, eligibility, and the admissions process. Followed up to guide students through enrollment while maintaining relationships and providing accurate, up-to-date program information.

Student Counseling Relationship Management

Education

Degrees, certifications, and relevant coursework

BC

Belda College

Bachelor of Commerce (Honours), Accounting & Finance

Grade: CGPA: 8.14

Completed Bachelor of Commerce (Honours) in Accounting & Finance at Belda College; CGPA 8.14 in 2023.

BA

Belda Gangadhar Academy

Higher Secondary (Commerce), Commerce

Grade: 66.6%

Completed Higher Secondary (Commerce) at Belda Gangadhar Academy; scored 66.6% in 2020.

BV

Belda Pravati Balika Vidyapith

Secondary Education, Secondary Education

Grade: 51%

Completed Secondary Education at Belda Pravati Balika Vidyapith; scored 51% in 2016.

Tech stack

Software and tools used professionally

Zendesk

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