Customer Experience & Community Engagement Leader

Amit Shah

*******@*****.*** • 862-***-**** • www.linkedin.com/in/amit-shah1

SUMMARY

Customer Experience and Community Engagement leader with 20+ years of experience driving customer satisfaction, retention, and operational efficiency across telecom and service organizations. Proven ability to manage multi-channel customer interactions (phone, chat, CRM platforms), while designing onboarding experiences and engagement strategies that improve long-term user adoption. Experienced in building customer relationships at scale, translating customer feedback into actionable insights, and collaborating cross-functionally to improve product and service delivery in fast-paced, growth-stage environments. EXPERIENCE

EchoStar Corporation, Connectivity Solutions Specialist 2026 - Present

• Manage high-volume inbound customer interactions across phone-based support and sales, delivering tailored broadband solutions • Consistently exceed performance KPIs by combining consultative selling with customer-first problem resolution • Guide customers through onboarding and product understanding, ensuring confidence in adoption and long-term satisfaction • Utilize CRM systems to track interactions, identify trends, and improve conversion and retention outcomes • Support new team members through informal mentoring, contributing to onboarding and knowledge sharing The Century Association, Director of Membership Services 2019 - 2025

• Owned end-to-end customer (member) experience, including onboarding, engagement, retention, and service delivery

• Designed onboarding programs that achieved 95% satisfaction, improving early-stage user experience and retention • Developed engagement initiatives to strengthen relationships and increase long-term member loyalty • Digitized membership systems, reducing administrative errors by 40% and improving operational scalability • Implemented process improvements and automation, generating $60K+ in annual savings • Acted as primary point of contact for high-value members, resolving complex issues and reinforcing trust

The Century Association, Auditor

2004 - 2019

• Reconciled daily financial transactions and created daily audit reports • Executed daily audit procedures to assess financial accuracy • Prepared and reviewed banquet invoices and monthly member statements, ensuring proper audit documentation and supporting schedules • Enhanced month-end close and audit reporting processes, reducing reporting turnaround time by 25% • Balanced Accounts Payable bank accounts and investigated discrepancies to support • Created accurate financial statements Compass Wireless, Manager

2002 - 2004

• Facilitated retail sales of cellular phones and wireless services to the general public • Created additional sales opportunities through creative marketing campaigns • Led customer service and sales operations, managing team performance and daily operations • Ranked top 10 in regional performance through strong customer engagement and service delivery EDUCATION

University of District of Columbia

Business Administration • Coursework

SKILLS

Agile Methodologies • Customer Relationship Management • Process Improvement • Member or Client Onboarding • Data Analytics • SaaS Platforms • Conflict Resolution • Account Growth • Cross-Functional Collaboration • Team Building

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