Open to opportunities

Shivam Sukhwani

@shivamsukhwani

Process Specialist with 8+ years improving customer operations, training teams, and driving data-backed process efficiencies in 24x7 environments.

India

Message

What I'm looking for

I’m looking for a role where I can improve customer operations with disciplined process auditing, coach teams, and use CRM and analytics to remove bottlenecks. I want a fast-paced environment with cross-functional collaboration and clear performance standards.

I’m a results-driven Process Specialist with 8+ years across tech and customer service, recognized with 3 promotions at Clean Harbors for consistently exceeding performance targets— including a 95% first-contact resolution rate and a 10% improvement in client retention. I specialize in training teams, finding process gaps, and driving operational improvements in fast-paced 24x7 environments.

In my current roles, I run end-to-end process onboarding, conduct regular process audits for 100% SOP adherence, and escalate bottlenecks to upper management with data-backed recommendations. I also bring hands-on CRM and support experience using Zendesk, Salesforce, and Jira, alongside technical troubleshooting and end-to-end ticket management from my prior Amazon Development Center and customer care roles.

Experience

Work history, roles, and key accomplishments

Current

Process Specialist

Current

Clean Harbors

Jan 2026 - Present (7 months)

Train new team members on end-to-end process workflows and ensure consistent quality standards. Drive process improvement through gap identification, data-backed escalations, and regular process audits for SOP adherence.

Process Improvement Process Auditing team training Customer Escalation Management Data Management Reporting

Senior Associate

Clean Harbors

Jul 2024 - Jan 2026 (1 year 6 months)

Led customer onboarding for new clients using structured transition plans to improve long-term retention. Managed CRM-based data processing and order management, achieving a 95% first-contact resolution rate and handling billing and documentation with zero billing errors.

Customer Onboarding CRM Tools Data Processing Order Management First Contact Resolutions Cross Functional Collaboration Billing Documentation

Customer Success Representative

Clean Harbors

May 2023 - Jul 2024 (1 year 2 months)

Managed customer orders, documentation, and profile updates with accuracy and timeliness. Resolved customer issues, escalated complex cases, and handled pricing and invoice generation while communicating with US-based clients.

Customer Success Order Management Customer Escalation Management Pricing Cross Functional Collaboration

Technical Support Representative

Amazon Development Center

May 2017 - Dec 2021 (4 years 7 months)

Provided technical support for Amazon devices and digital services, managing 50+ cases daily. Troubleshot software and device issues, handled tickets end-to-end against SLA targets, and improved cross-functional collaboration to reduce escalation times.

Technical Support Troubleshooting Fire TV Echo Dot Prime Video Twitch SLA Management Cross Functional Collaboration

Customer Care Executive

Tata Business Support Services Limited

Jan 2016 - Sep 2016 (8 months)

Managed customer inquiries and escalated complex issues to relevant departments in a high-volume environment. Resolved technical and service issues efficiently to maintain positive customer experiences.

Customer Service Customer Escalation Management Issue Resolution