Vishal Jain

+•• ••••• •••••••••••@•••••.com

Resolution Specialist · ShipBob India · 5.5 yrs

With over six years as a Resolution Specialist, I bring an ambitious and resourceful approach to complex challenges, always seeking effective solutions. My empathetic and approachable nature drives strong collaboration, allowing me to work seamlessly with others to achieve positive outcomes. I am dedicated to finding pragmatic resolutions and fostering a supportive environment.

  • Delhi
  • Open to Delhi
  • Hybrid, Remote

Ask about Vishal

Skills

Claimed

Analytical Report CreationExploratory Data Analysis (EDA)Data ProvisionSoftware Quality AssuranceAI Solution ImplementationTeam LeadershipCustomer ServiceSales ExecutionProblem SolvingCustomer Relationship BuildingEmpathyRepeat Contact Reduction

Proof of Experience

Resolution Specialist

ShipBob India · Present

  • Promoted from Merchant Care Specialist to Resolution Specialist based on consistent high performance, deep product knowledge, and ability to handle the most complex merchant cases
  • Handle high-complexity escalations end-to-end including sorting errors, inventory discrepancies, carrier disputes, lost-in-transit claims, DNA/NCT cases, credit submissions, and operational exceptions
  • Coordinate directly with internal teams including Operations, Warehouse, Transportation, Tech, Credits, and Finance to drive faster resolution and improve merchant outcomes
  • Act as a team support player - assisting colleagues with difficult cases, reviewing communications, and ensuring policy compliance across the team
  • Provide guidance and support to fellow team members on complex scenarios, policy questions, and best practices without a formal leadership role

Merchant Care Specialist

ShipBob India · Oct 2022 – Present

  • Manage a daily portfolio of 50+ merchant accounts via calls, email, and live chat - maintaining high CSAT through timely ownership and resolution of merchant issues
  • Act as a Resolution Specialist - handling complex escalations end-to-end including sorting errors, inventory discrepancies, carrier disputes, lost-in-transit claims, DNA/NCT cases, and operational exceptions
  • Provide mentorship, guidance, and day-to-day support to a team of 15 agents - assisting with difficult cases, reviewing communications, and ensuring policy compliance across the team
  • Coordinate directly with internal teams including Operations, Warehouse, Transportation, Tech, Credits, and Finance to drive faster resolution and improve merchant outcomes
  • Serve as the primary escalation point for high-priority merchant fulfillment issues delivering white-glove support and transparent communication throughout
  • Collaborate with international distribution partners and logistics networks to ensure timely cross-border delivery and proactive merchant communication
  • Lead regular Google Meet account reviews to analyse performance trends, address recurring issues, and strengthen long-term merchant relationships
  • Maintain accurate CRM records, case notes, and interaction logs in Salesforce to enable seamless handoffs, trend identification, and quality assurance
  • Partner with product and operations teams to implement process improvements that address recurring merchant pain points and reduce case volume
  • Recognised with three ShipBob India performance awards for demonstrating exceptional merchant-centric results across multiple quarters

Customer Service Agent - Logistics & Fulfilment

Connect Business Solutions (Flipkart Process) · Apr 2023 – Sep 2023

  • 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 by rapidly diagnosing issues and coordinating remediation with logistics partners
  • Logged detailed customer interaction notes in CRM to ensure seamless follow-ups and support quality assurance

Sales Specialist

Save the Children India · Dec 2021 – Mar 2022

  • 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

Tele Sales Representative

Sasa Info Solutions Pvt. Ltd. · Mar 2020 – May 2021

  • Handled high-volume telemarketing operations with expert use of client management software and computer dialing systems
  • Recorded contact information of customers and potential customers accurately in internal database for seamless follow-up
  • Assisted with training and orientation of new employees - supporting onboarding and knowledge transfer within the team
  • Answered inbound telephone calls from interested customers and persuasively discussed product and service offerings
  • Provided detailed information about available products and services, membership details, and purchase advantages
  • Completed daily cold calling and outreach to build and maintain a strong sales pipeline

Proof-of-Work

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Proof of Education

Bachelor, Arts

National Institute of Open Schooling (NIOS)

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