Looking for a job

Vishal Jain

@vishaljain6

Resolution Specialist at ShipBob India handling complex merchant escalations and recognized with three performance awards.

India

Message

At ShipBob India, I handle complex merchant escalations involving inventory discrepancies, carrier disputes, lost-in-transit claims, and operational exceptions. I coordinate with Operations, Warehouse, Transportation, Tech, Credits, and Finance to resolve cases and support merchant outcomes.

I was promoted from Merchant Care Specialist to Resolution Specialist and received three ShipBob India performance awards. I also support colleagues with difficult cases, communication reviews, and policy questions, without a formal leadership role.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Connect Business Solutions

Apr 2023 - Sep 2023 (5 months)

Resolved logistics-related customer issues including lost packages, damaged goods, and incorrect deliveries via inbound/outbound calls and partner coordination. Maintained high first-call resolution rates and logged detailed notes in CRM.

Logistics Customer Service CRM First Call Resolution Partner Coordination

Sales Specialist

Save the Children India

Dec 2021 - Mar 2022 (3 months)

Conducted targeted outbound donor outreach with clarity and empathy, communicating mission and fundraising goals effectively. Achieved monthly donation targets through persuasive engagement and consistent follow-up.

Outbound Sales Donor Outreach Communication Skills Persuasion Follow up

Tele Sales Representative

Sasa Info Solutions Pvt. Ltd.

Mar 2020 - May 2021 (1 year 2 months)

Handled high-volume telemarketing operations with expert use of client management software and computer dialing systems. Recorded contact information, assisted with training, and completed daily cold calling to build a sales pipeline.

Telemarketing Cold Calling Client Management Software Dialer Systems Training Onboarding Sales Pipeline

Merchant Care Specialist

ShipBob India

Oct 2022 - Present (4 years)

Managed a daily portfolio of 50+ merchant accounts via calls, email, and live chat, maintaining high CSAT. Provided mentorship and support to a team of 15 agents, coordinated with internal teams, and led account reviews.

Merchant Support Salesforce Google Meet Account Reviews Cross functional Coordination Escalation Handling Mentorship Process Improvement

Resolution Specialist

ShipBob India

Promoted from Merchant Care Specialist to Resolution Specialist based on consistent high performance. Handles high-complexity escalations end-to-end, coordinates with internal teams, and acts as a team support player for a team of 15.