Shivansh Kumawat

Manage high-impact, high-friction issues across the pre- and post-purchase lifecycle, resolving service and operational gaps with a strong focus on retention, customer trust, policy adherence, and commercial judgment. Identify recurring customer pain points, behavioral trends, and service failures to support process improvement and reduce repeat friction. Partner with Operations, Logistics, QAT, IT, Merchandising, and Marketing to resolve escalations, improve service consistency, and strengthen customer-facing communication for first contact agents. Translate customer interactions into actionable business insights that improve service quality, resolution standards, and long-term customer confidence.

Managed frontline customer support across per and post-purchase cycle for the US market. Built strong working knowledge of customer behavior, service workflows, policy application, and operational dependencies across high-volume retail support. Consistently handled complex customer interactions with strong resolution ownership, contributing to early progression into a retention-focused role.

Managed digital storefronts and marketplace content, improving presentation, content clarity, and customer-facing communication. Coordinated with internal teams to maintain service consistency and operational readiness during high-demand periods. Supported brand positioning through structured communication and service-focused engagement.