Shovan Chatterjee
Halifax,Canada
Summary
I am an optimistic, enthusiastic, professional individual who thrives under-pressure and is committed to excellence. Being detail-oriented is my second nature, and I love working with people as part of a team or individually. Currently, I am supporting the Fulfilment Operations in Splunk as a SME, dedicating everyday to delivering a seamless, integrated customer experience with us.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Subject Matter Expert - Fulfilment Operations
Splunk - Blue Ocean Contact Centers
03.2024 - Current
- Supervise a team of 20-25 agents to ensure customer/internal Stacks are built accurately, acting as an escalation point.
- Analyze complex DBOs and Fulfillment and Provisioning orders to provide resolutions.
- Engage daily with FTE's of Fulfillment Operations to respond to highly sensitive situations.
- Work closely with Sales, Customer support and Finance to help maintain a seamless flow of information and ensure that operational hiccups are minimized.
- Identify gaps in processes and runbooks to improve the overall efficiency of the team.
Agent - Fulfilment Operations
Splunk - Blue Ocean Contact Centers
04.2023 - 03.2024
- Handled the end-to-end process from when an order is placed to when the customer gains access to Splunk’s software and services.
- Designed the architecture of customer/internal stacks through Product Packaging and TO tickets.
- Responded to DBO inquiries and assist other Splunk teams.
- Worked with cross-functional teams such as Cloud Change Management and TechOps to ensure that customers can quickly and effectively leverage Splunk’s solutions.
Customer Success Advocate
Splunk - Blue Ocean Contact Centers
07.2021 - 04.2023
- Managed a portfolio of 120 commercial accounts across the Americas with a total ARR of ~$20 million, delivering proactive support and ensuring high customer retention.
- Developed scalable engagement strategies, including regular check-ins and targeted communications to drive adoption.
- Served as a critical liaison between customers and product teams, translating feedback into actionable insights and product enhancements.
- Leveraged CRM tools to monitor account health and drive proactive engagement strategies.
Corporate Concierge Associate
FreshDirect - Blue Ocean Contact Centers
08.2020 - 07.2021
- Assisted FreshDirect's top business customers via phone/email regarding billing, transportation, product queries and issues with their order(s).
- Performed regular outbound calls to existing and prospect customers to offer products, promotions and FreshDirects' services.
- Provided white-glove service to ensure customers stay loyal and continue purchasing products.
- Displayed a strong understanding of policies as part of a small-team, minimizing errors and maximizing productivity.
Customer Service Representative
FreshDirect - Blue Ocean Contact Centers
10.2019 - 08.2020
- Took on ~30-40 day inbound calls a day with varying degree of requests, along with emails and live chats.
- Fulfilled customer expectations within company policy by de-escalating and providing alternate solutions in challenging, sometimes escalated, situations.
- Reacted quickly in time-sensitive scenarios, using my resources and knowledge to promptly resolve any concerns the customer may have.
- Maintained professionalism throughout, and never let the calls go out of hand, displaying my ability to work under high pressure.
Education
Bachelor of Commerce - Marketing
Saint Mary's University
Halifax, CanadaInternational Baccalaureate -
G.D Goenka World School
New Delhi, IndiaSkills
- SalesForce
- AWS
- JIRA
- Linux/Mac/Windows
- Gainsight
- CRM Tools
- Microsoft Office Suite
- Splunk Enterprise/Cloud
Certification
Splunk Enterprise Certified Architect
Issued: March 2025
Splunk Enterprise Certified Admin
Issued: December 2024
Splunk Core Certified Power User
Issued: September 2024
Languages
English
Hindi
Spanish
Bengali
Timeline
Subject Matter Expert - Fulfilment Operations
Splunk - Blue Ocean Contact Centers
03.2024 - Current
Agent - Fulfilment Operations
Splunk - Blue Ocean Contact Centers
04.2023 - 03.2024
Customer Success Advocate
Splunk - Blue Ocean Contact Centers
07.2021 - 04.2023
Corporate Concierge Associate
FreshDirect - Blue Ocean Contact Centers
08.2020 - 07.2021
Customer Service Representative
FreshDirect - Blue Ocean Contact Centers
10.2019 - 08.2020
Bachelor of Commerce - Marketing
Saint Mary's University
International Baccalaureate -
G.D Goenka World School
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