Anayat Shah

Client Services Representative

Contour Software

Sep 2025 - Current (1 year)

• Support Mosaic, an Oil & Gas software platform used for reserves management, volume forecasting, and planning, handling an average of 2 complex, high-priority cases daily. • Maintain a 5/5 CSAT rating to date while resolving every case within its assigned SLA priority window. • Log and triage client cases in Salesforce, dispatching them to the correct department or agent and coordinating directly with development teams to accelerate fixes. • Manage inbound client calls end-to-end, translating technical issues into clear resolutions for non-technical stakeholders.

Client Support Specialist

Cloudelligent

Jun 2024 - Feb 2025 (9 months)

• Managed technical support for a portfolio of 100+ client accounts, handling 30–40 tickets daily across account administration, server job clearance, and system troubleshooting. • Served on the user management team for a company-wide transition from standard login to Single Sign-On (SSO), supporting rollout and client-side implementation. • Diagnosed and resolved technical issues, escalating to the appropriate internal resource and ensuring documented follow-up on every ticket. • Maintained and improved internal process documentation to speed up onboarding and knowledge-sharing across the support team.

Customer Support Specialist

Citrusbits

Jun 2023 - Dec 2023 (7 months)

• Handled 20–30 customer cases daily via phone, email, and chat, achieving a 100% SLA-compliant resolution rate. • Resolved product queries and guided users through platform features, reducing repeat contact on common issues.

Customer Support Team Lead

Phi Consulting

May 2022 - May 2023 (1 year 1 month)

• Led a team of 15 customer service agents, owning hiring, training, scheduling, and performance evaluation for the department. • Coached agents on call-handling technique, measurably reducing escalations by building agents' confidence and skill to resolve issues independently. • Oversaw daily department operations to keep service levels consistent across shifts.

Customer Support Specialist

Phi Consulting

Sep 2021 - May 2022 (9 months)

• Handled 60–80 inbound and outbound calls daily plus email support, resolving technical questions and product inquiries. • Recognized as a top call taker for consistent first-call resolution performance. • Trained 3 new agent batches, onboarding them on product knowledge and call-handling standards.

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Sales & Quality Assurance

Short-Term Roles

Dec 2020 - Aug 2021 (9 months)

• Completed a 5-month sales role followed by a 3-month QA role, gaining cross-functional exposure to sales process and quality assurance methodology before returning to customer support.

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Customer Retention Specialist

Prestige International

Jun 2019 - Dec 2020 (1 year 7 months)

• Managed retention for 50+ client accounts on the Travis CI product line, achieving a 70% retention rate. • Processed invoicing and backend subscription updates, communicated new offerings, and escalated unresolved issues to Tier 2 support.

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Operations Manager

R.A.M.C Events

May 2018 - Oct 2018 (6 months)

• Managed day-to-day operations for an event management company, including venue bookings, client meetings, and on-site event coordination.

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