Shiva Misra
@shivamisra
Customer operations professional with sales, marketing, and technical support expertise across Banking and ITES.
IndiaWhat I'm looking for
I’m a customer operations professional with a proven track record managing full sales cycles, technical support, and large-scale client management within Banking, Finance, and ITES. I’m known for blending revenue-focused execution with strong administrative and organizational excellence.
In customer support and customer care roles, I’ve handled end-to-end inquiries, maintained customer satisfaction through direct interaction, and supported teams with day-to-day administration. I’ve also worked on floor training and support, ensuring smooth operations and faster resolution for clients and associates.
On the collections and accounts side, I’ve managed outbound collection calls, handled undue bills for customers, verified bills of employees, and maintained financial records on operational tools. I’ve also owned reporting and data management—collecting and maintaining data & reports of customers, tracking dues & claims, and producing daily/weekly team updates as a team assistant.
From sales and marketing responsibilities, I’ve leveraged online/direct retail marketing to drive revenue, supported promotions and up selling, and contributed to business development and retailer procurement and delivery workflows. I’m seeking a role where I can combine customer operations, sales execution, and structured reporting to deliver measurable results.
Experience
Work history, roles, and key accomplishments
Sr. Representative
Concentrix
May 2018 - Dec 2018 (7 months)
Provided technical support and customer care for the Reckon process (Australia), handling customer inquiries and resolving support issues. Supported customer operations through day-to-day service activities.
Sr. Accounts Executive
Encore Capital Group
Oct 2016 - Jun 2017 (8 months)
Conducted outbound collection calls to consumers and managed payer accounts. Maintained accounting-related records using keeper of books/accounts processes.
Senior Associate
Genpact India
Feb 2013 - Aug 2015 (2 years 6 months)
Handled collections of undue bills, customer queries, and verification of bills of employees while maintaining financial records and customer data/reports. Served as a team assistant with administrative reporting, breaks/leaves scheduling, floor training support, and day-to-day team operations.
Senior Customer Service Executive
WNS Global Service Pvt. Ltd
Jan 2012 - Feb 2013 (1 year 1 month)
Managed B2B customer and associate queries while coordinating with retailers for procurement and delivery of orders. Drove retail marketing and customer satisfaction activities, including promotion and up-selling of Avon products, and supported small team management and reporting.
Customer Care Executive
IBM India (P) Ltd
Dec 2010 - Feb 2012 (1 year 2 months)
Handled employee and customer satisfaction calls and provided complete technical support to end customers. Supported small team administration by managing customer/client records, tracking attendance and data, and assisting with preparation of decks and presentations.
Education
Degrees, certifications, and relevant coursework
Institute of Management Studies, Ghaziabad
PGDM, Accounting & Finance
2015 - 2018
PGDM (accounting and finance) through correspondence/distance learning from October 2015 to April 2018.
Chhatrapati Shahu Ji Maharaj University
Bachelor of Arts, English
2010 - 2013
B.A. in English through correspondence/distance learning from April 2010 to May 2013.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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