SDShiva Darling
@shivaila
Customer support specialist delivering high-volume, technical B2B/B2C support with strong CSAT.
IndiaWhat I'm looking for
I am a customer support specialist with 4+ years of experience delivering B2B and B2C support for US/UK clients across phone, email, and chat channels. I consistently achieve 95%+ CSAT by resolving complex technical issues, meeting SLAs, and managing high-volume queues.
My expertise includes advanced Zendesk workflows, ticketing and escalation management, Salesforce and other CRM tools, and close collaboration with product and engineering teams to reduce resolution times and improve processes.
I bring strong communication (English B2), night-shift availability, and a track record of improving satisfaction and operational metrics—training new hires, identifying product issues, and recommending process improvements to drive better customer outcomes.
Experience
Work history, roles, and key accomplishments
Customer Support Executive
Omega Healthcare Management Services
Aug 2024 - May 2025 (9 months)
Managed 80–100+ inbound inquiries daily across phone, email, and chat, maintaining 95%+ CSAT and resolving 85% of complex issues on first contact while reducing escalations by 30%. Improved resolution time from 48 to 24 hours through cross-functional collaboration and process recommendations.
TMDelivered tier-1 and tier-2 support to 50+ B2B clients using Zendesk, handling 60–80 tickets daily with 92% first-response SLA compliance and raising CSAT from 87% to 95% through ownership and proactive follow-ups.
Customer Service Executive
Repair Technologies Pvt Ltd
Jan 2020 - Jan 2023 (3 years)
Handled high-volume repair and product support inquiries, coordinated with technical teams to track repair progress, and managed escalations to reduce repeat complaints and ensure timely service updates.
Education
Degrees, certifications, and relevant coursework
Jyothishmathi University
Diploma in Mechanical Engineering, Mechanical Engineering
2015 - 2017
Completed a Diploma in Mechanical Engineering covering core mechanical engineering principles and applied technical coursework from 2015 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Shiva?
You can contact Shiva and 90k+ other talented remote workers on Himalayas.
Message ShivaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
