Shiva Kumar
@shivakumar7
Customer-centric support specialist with 9+ years optimizing global multi-channel customer service and SLA performance.
IndiaWhat I'm looking for
I am a customer-centric support specialist with over nine years of experience managing inbound queries for global markets including Australia, New Zealand, the United Kingdom, the United States, and Canada. I consistently exceed SLA benchmarks, improve CSAT through process and template redesign, and mentor team members to raise overall support performance.
I have strong proficiency with CRM platforms (Zendesk, Zoho), Microsoft Office and Google Workspace, and hands-on experience in KYC, merchant onboarding, compliance, and trend analysis. I collaborate across compliance, technology, and partner teams to drive process improvements, escalate and resolve complex issues, and deliver empathetic, timely customer resolutions.
Experience
Work history, roles, and key accomplishments
KYC & Merchant Onboarding Analyst
HireEasy Consulting PTY LLP
Aug 2019 - Present (6 years 6 months)
Managed KYC and merchant onboarding support for global markets, resolving customer queries via phone, email, and chat while consistently exceeding SLA response and resolution benchmarks. Collaborated with compliance and tech teams to drive process improvements and reported customer trends to management.
Customer Support Representative
24/7 Customer Pvt. Ltd
Nov 2016 - Aug 2019 (2 years 9 months)
Delivered multi-channel customer support (phone, email, chat) while mentoring new hires and improving team resolution rates through knowledge sharing and coaching. Consistently adhered to SLA and compliance guidelines handling high-volume inquiries.
Senior Customer Support Officer
HGS
Aug 2015 - Apr 2016 (8 months)
Handled complex service complaints and escalations, redesigned communication templates and escalation pathways to improve CSAT scores and ensure timely resolution of high-priority issues.
Senior Customer Support Officer
Infosys BPO Ltd
Apr 2014 - Jul 2015 (1 year 3 months)
Supported customer inquiries and order processing using CRM systems while maintaining accurate records and adhering to compliance and quality standards in communications.
Education
Degrees, certifications, and relevant coursework
AVS College of Arts & Science, Periyar University
Master of Computer Applications, Computer Applications
Completed Master of Computer Applications with coursework in advanced computing and application development.
Sowdeswari College, Periyar University
Bachelor of Commerce, Computer Applications
Completed Bachelor of Commerce with a focus on Computer Applications and foundational business subjects.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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