Open to opportunities

shivanshi singh

@shivanshisingh1

Message

I lead customer support teams to improve SLAs, CSAT, and productivity.

India

Message

What I'm looking for

I'm seeking remote or APAC customer support and service desk opportunities with flexible shifts, where I can lead teams, improve SLA and CSAT outcomes, manage escalations, and strengthen service quality through coaching and process improvement.

At Genpact, I led a 15-member support team managing ServiceNow and Salesforce queues, achieving 98% SLA compliance and improving performance by 25%.

I increased CSAT from 82% to 96%, reduced attrition by 20%, and improved QA scores by 22% through coaching, engagement strategies, stakeholder communication, SOPs, and workforce scheduling.

Previously at HCL Technologies, I supported Microsoft 365, Exchange Online, Mimecast, Outlook, Teams, SharePoint, and Azure AD. I also facilitate discussions across global platforms, bringing cross-cultural communication, public speaking, and leadership to customer-facing work.

Experience

Work history, roles, and key accomplishments

Senior Associate (Project Bold)

Genpact

Jan 2025 - Sep 2025 (8 months)

Led a 15-member team managing ServiceNow and Salesforce queues, improving performance by 25% and achieving 98% SLA compliance. Increased CSAT from 82% to 96% and reduced attrition by 20% through engagement strategies and process improvements.

ServiceNow Salesforce SLA Management KPI Management CSAT Team Leadership Escalation Management Workforce Management Stakeholder Communication Process Improvement QA SOPs

Education

Degrees, certifications, and relevant coursework

PSIT Kanpur

Bachelor of Technology, Electrical and Electronics Engineering

2018 - 2022

Activities and societies: Led a 4-member team to design a Solar Mini Inverter, achieving 85% efficiency with stable DC-to-AC conversion under varying loads. Conducted 20+ testing cycles, identified faults, and improved system reliability. Collaborated in a 3-member team to develop a touchless Automatic Water Dispenser using sensors and a microcontroller.

Bachelor of Technology in Electrical and Electronics Engineering from PSIT Kanpur, affiliated with Dr. A.P.J. Abdul Kalam Technical University, Lucknow. Completed projects including a touchless Automatic Water Dispenser and a Solar Mini Inverter.