Shilpa Kumar
Certified SAFe Agilist and accomplished project management professional with expertise in PMO operations, agile methodologies, and strategic resource planning. Skilled in guiding cross-functional teams, fostering collaboration, and driving continuous improvement to optimize performance and ensure timely delivery of high-quality outcomes. Adept at revenue management, governance, and process optimization, with a proven ability to align project priorities with business objectives and enhance operational efficiency. Seeking to contribute leadership and agile expertise to drive organizational success.
- Role
Customer Support Representative
- Years of Experience
9 years
Skillsets
- Customer Success - 8 Years
- Client Training
- Complex issue resolution
- Configuration Management
- customer empathy
- Customer Onboarding
- Effective Communication
- interpersonal skills
- issue resolution
- Operations Management
- Problem Solving
- Relationship Building
- Relationship management
- SaaS implementation
- Software Implementation
- User Acceptance Testing
Professional Summary
9Years
- Aug, 2025 - Present 8 months
Associate Manager Territory and Development
RM Education - Oct, 2023 - Nov, 20241 yr 1 month
Senior Customer Onboarding & Implementation Specialist
Carestack - Apr, 2022 - May, 20231 yr 1 month
Senior Customer Care Professional
American Express - Jun, 2016 - Apr, 20192 yr 10 months
Customer Service Expert
Allianz - Sep, 2019 - Apr, 2020 7 months
Account Technician
Allianz - Dec, 2020 - May, 20221 yr 5 months
Customer Support Representative
Infoblox
Work History
9Years
Associate Manager Territory and Development
RM EducationAug, 2025 - Present 8 months
Coordinated training sessions for educators and institutional users to ensure effective adoption and integration of digital learning platforms. Collected and analyzed user feedback and operational insights to support improvements in product features and platform usability. Collaborated with cross-functional teams including product, technical support, and operations to enhance service delivery and customer experience.
Senior Customer Onboarding & Implementation Specialist
CarestackOct, 2023 - Nov, 20241 yr 1 month
Led end-to-end onboarding and SaaS implementation projects for clients, ensuring successful platform deployment aligned with business and operational requirements. Delivered structured product training sessions (virtual and on-site) to drive user adoption, improve product understanding, and enable effective platform utilization.
Senior Customer Care Professional
American ExpressApr, 2022 - May, 20231 yr 1 month
Managed high-volume customer interactions with corporate cardholders, including senior executives and finance leaders, delivering prompt and high-quality service. Resolved complex customer inquiries through structured problem-solving and detailed analysis, ensuring accurate and timely resolutions.
Customer Support Representative
InfobloxDec, 2020 - May, 20221 yr 5 months
Managed customer support interactions through calls and ticketing systems, ensuring timely resolution of product and licensing-related inquiries. Handled software license renewals and account-related requests, ensuring continuity of service and accurate system updates.
Account Technician
AllianzSep, 2019 - Apr, 2020 7 months
Managed insurance policy documentation and compliance processes, ensuring accuracy and adherence to organizational and regulatory standards. Collaborated with cross-functional teams to support policy renewals, resolve customer inquiries, and ensure timely service delivery.
Customer Service Expert
AllianzJun, 2016 - Apr, 20192 yr 10 months
Managed high-volume customer calls while consistently meeting performance targets. Exceeded performance goals through strong problem-solving and attention to detail. Led employee engagement initiatives improving team morale and collaboration.
Education
Bachelor of Commerce
Sabarmati University
Certifications
Certified safe agilist