Customer Support & Operations Specialist Resume

ANISH VERMA CUSTOMER SERVICE

Ahmedabad, Gujrat +91-904******* **********@*****.***

PROFESSIONAL SUMMARY

Customer-focused Support & Operations Specialist with 2+ years of hands-on experience across B2B client support and seller operations, specializing in onboarding, complex issue resolution, escalations, and technical troubleshooting. Proven ability to manage high-volume queries across email and chat while maintaining strong SLA and CSAT performance. Proficient in Excel, SQL, CRM systems, and BI tools to track issues, analyze trends, and support process improvements. Adept at simplifying technical concepts for clients, collaborating cross-functionally, and delivering fast, reliable, and professional service in dynamic, metrics-driven environments.

CORE SKILLS

• Customer Support (Email, Chat, Phone)

• Client Onboarding & Relationship Management

• Technical Troubleshooting & Escalation Handling

• CRM & Ticketing Systems (Zoho, HubSpot)

• Process Documentation & Knowledge Base Creation

• Excel, SQL (Basic Queries), Power BI, Tableau

• Time Management & SLA Adherence

• Global Client Communication & Collaboration

WORK EXPERIENCE

Customer Support Representative III (eBay Sellers Support) – TTEC Ahmedabad, Gujarat Nov 2025 – Present

• Handle complex, high-volume seller queries and escalations for eBay UK sellers, covering account health, listings, payments, policies, and selling workflows.

• Perform live account-level troubleshooting by securely accessing seller accounts (“piggybacking”) to identify root causes and implement immediate fixes.

• Collaborate cross-functionally using tools such as Slack and ICX to ensure timely escalation handling and case resolution.

• Manage structured email follow-ups and case scheduling to drive first-contact resolution and reduce repeat interactions.

• Consistently meet performance metrics including CSAT, ASAT, Resolution Rate, and Average Handle Time ( 15 minutes).

• Maintain accurate case documentation and insights on recurring seller pain points to support process and experience improvements.

Client Support & Operations – HS Traders

Mathura, UP Aug 2023 – Aug 2025

• Delivered end-to-end B2B client support for wholesale operations, maintaining ~95% issue resolution within SLA across orders, payments, inventory, and CRM systems.

• Owned escalations and coordinated with logistics, suppliers, and internal teams to resolve order and stock discrepancies, reducing repeat issues by ~20%.

• Analyzed support trends using Excel and SQL; built basic reports and dashboards (Excel, Power BI) to improve visibility into resolution time and query volumes.

• Managed multi-channel communication (email, chat) with domestic and international clients, ensuring professional handling and long-term relationship building. PROJECT HIGHLIGHTS

• Client Issue Tracker (Excel, SQL): Designed a system to log and analyze client issues, reducing follow-up delays and resolution times.

• Support Dashboard (Power BI, Excel): Built an interactive dashboard to monitor client queries, SLA adherence, and customer satisfaction.

EDUCATION & CERTIFICATIONS

• BBA – Business Administration Monad University (Mar 2021 – Aug 2023)

• Certification in Data Tools ExcelR Solutions (Sep 2024 – Feb 2025) – Tools: SQL, Excel, Power BI, Tableau

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