Shivani Kalsi

Assistant Manager – Customer Service · Faridabad, Haryana, India

I am a highly organized and diligent professional with over a decade of experience in customer service management, driven by a logical and idealistic approach to operational excellence. My curiosity fuels a continuous pursuit of innovative solutions, leveraging technology and structured processes to enhance efficiency, reduce costs, and ensure accountability in every outcome.

Experience

B

Assistant Manager – Customer Service

BIKEFIXUP · Apr 2025 – Present

Not yet confirmed

• Assistant Manager – Customer Service
• Bikefixup | Apr 2025 – Present
• - Leading end-to-end customer support operations for 50,000+ users
• - Ensuring 95%+ SLA compliance
• - Reduced resolution time by 20%
• - Improved CSAT and reduced backlog
• AI Project – Customer Support Chatbot
• - Built AI chatbot using ChatGPT model for two-wheeler queries
• - Reduced repetitive queries by 30%
• - Enabled 24/7 instant support

B

Customer Service Operations Manager

BIKEFIXUP · Apr 2025 – Present

Not yet confirmed

B

Assistant Customer Service Manager

Bikefixup · Apr 2025 – Present

Not yet confirmed

• Leading end-to-end customer support operations for 50,000+ users
• Ensuring 95%+ SLA compliance
• Reduced resolution time by 20%
• Improved CSAT and reduced backlog

E

Senior Customer Support & Application Support Engineer

Ecom Express Limited · Mar 2022 – Dec 2025

Not yet confirmed

• - Managed support for 600+ users
• - Reduced escalations by 25%
• - Improved FCR by 30%
• - Used Freshdesk & JIRA

E

Customer Application Engineer

Ecom Express Limited · Mar 2022 – Apr 2025

Not yet confirmed

• Managed support for 600+ users
• Reduced escalations by 25%
• Improved FCR by 30%
• Used Freshdesk & JIRA

Senior Associate – Customer Support

Hero MotoCorp · Sep 2019 – Mar 2022

Not yet confirmed

• Hero Fincorp | Sep 2019 – Mar 2022
• - Led team of 10 agents
• - Improved CSAT by 20%
• - Conducted audits & coaching

H

Guest Services Associate

Hero FinCorp · Sep 2019 – Mar 2022

Not yet confirmed

• Led team of 10 agents
• Improved CSAT by 20%
• Conducted audits & coaching

Customer Service Representative

Lenskart.com · Jul 2018 – Sep 2019

Not yet confirmed

• • Managed the end-to-end digital loan journey for users, identifying technical issues and collaborating with internal developer teams and thirdparty vendors to ensure timely resolution.
• • Handled critical escalations, including legal, life threat, and high-priority cases, ensuring empathetic and compliant resolutions while maintaining customer trust.
• • Acted as a liaison between cross-functional teams and stakeholders, sharing key updates, technical issue logs, and resolution timelines to maintain transparency and alignment.
• • Conducted root cause analysis and implemented systemic improvements, reducing resolution time and repeat issues across the customer journey.
• • Led a team of 20+ associates, providing mentorship, process training, and regular one-on-ones to ensure role clarity, performance consistency, and high-quality service delivery.
• • Created and maintained Minutes of Meeting (MoMs) and circulated feedback across relevant departments to ensure clear communication and continuous process improvement.
• • Authored Business Requirement Documents (BRDs) and maintained detailed documentation of bugs and system issues to accelerate development fixes and process enhancements.

Customer Support Associate

Lenskart · Jul 2018 – Sep 2019

Not yet confirmed

S

Technical Support Engineer

Sony India · May 2015 – Jul 2018

Not yet confirmed

• • Delivered frontline L1 and L2 technical support for Sony Bravia TVs, achieving a 90% first-call resolution rate, significantly enhancing customer satisfaction.
• • Provided remote desktop assistance to diagnose and resolve issues, boosting customer satisfaction scores by 12%.
• • Specialised in handling escalated and sensitive service complaints, reducing repeat escalations by 30%.
• • Acted as a go-to resource for complex issues, mentoring junior team members and ensuring seamless issue resolution.

S

Technical Support Specialist

Sony India · May 2015 – Jul 2018

Not yet confirmed

What drives their work

The Architect

Builds robust systems and processes that ensure lasting efficiency and customer satisfaction.

Shivani's superpower

You excel at designing and implementing structured solutions that enhance operational efficiency and customer experience.

How Shivani works

You would excel in teams focused on designing, implementing, and optimizing customer-facing systems and support processes.