Headline

Technical Support Supervisor | E-Commerce Operations | Team Leadership | Salesforce & OSP | Process Improvement | SQL | Power BI

About

“Success is the sum of small efforts, repeated day in and day out.” I’m an E-commerce, Technical Support & Operations professional with international experience across Canada and India, with a background in e-commerce operations, technical support, team leadership, customer experience, and process improvement. Most recently, I worked with Voilà by Sobeys, a leading online grocery business in Canada, progressing from Technical Support Teammate to Subject Matter Expert and Technical Support Supervisor. I supported daily operations, coached and mentored teammates, managed escalations, monitored productivity, and collaborated with cross-functional teams to resolve operational and system-related issues. My experience at Voilà also gave me exposure to the Ocado Smart Platform (OSP) and the technology and operational processes supporting online grocery fulfillment. I worked with teams across fulfillment, inventory, planning, promotions, and IT to investigate issues, improve workflows, and support efficient operations. Previously, I worked as an Application Support Analyst at Vena Solutions, providing technical support through Zendesk and chat, troubleshooting application issues, managing cases against SLAs, and maintaining a 95% customer satisfaction rate. My technical toolkit includes Salesforce, SQL, Power BI, Excel, Zendesk, Jira, and data-driven problem solving, with a growing interest in AI and automation for improving business processes and operational efficiency. I hold a Master of Computer Science from the University of New Brunswick and a Bachelor’s degree in Computer Science and Engineering from Anna University. I have also completed certifications in SQL, Power BI, Smart Serve, and Six Sigma. I’m interested in opportunities across e-commerce, quick commerce, technical support, business operations, data analysis, category operations, and digital operations, where I can combine my technical background, international experience, and understanding of real-world business processes. Outside of work, I enjoy continuous learning and volunteering with the Green Hope Foundation on environmental sustainability initiatives.

Location

Bengaluru

AI stack

claude

gemini

metaai

openai

perplexity

ChatGPT Images

Work experience

Technical Support Supervisor - Voilà by Sobeys at Sobeys, Feb 2026 - Aug 2026 · 7 mos, 1. Lead and support a remote Customer Service team across phone, email, and live chat channels, ensuring service levels, quality standards, and operational targets are consistently met. 2. Act as the primary escalation point for complex customer concerns, investigating root causes and collaborating with fulfillment, operations, and leadership teams to drive effective resolutions. 3. Monitor team performance metrics including productivity, case resolution timelines, and customer satisfaction, providing coaching and feedback to support teammate development. 4. Partner with training and leadership teams to reinforce SOPs, deliver guidance on systems such as Salesforce and Ocado Smart Platform, and ensure teammates are equipped to deliver an exceptional customer experience.

Subject Matter Expert (Technical Support) – Voilà by Sobeys at Sobeys, Oct 2025 - Feb 2026 · 5 mos, 1. Support Customer Service Teammates (CSTs) with complex or escalated inquiries, ensuring timely and effective resolutions. 2. Collaborate with Supervisors and cross-functional teams to improve processes, manage daily operations, and maintain service quality. 3. Monitor productivity and assist with system or process errors, ensuring efficient case handling across channels. 4. Contribute to team growth by mentoring teammates, sharing best practices, and assisting with ongoing or new hire training.

Technical Support Teammate – Voilà by Sobeys at Sobeys, Oct 2024 - Feb 2026 · 1 yr 5 mos, Voilà by Sobeys is a cutting-edge e-commerce grocery delivery service, providing customers with a seamless online shopping experience and reliable doorstep delivery. 1. Delivering exceptional customer support via phone, email, and chat, ensuring a seamless Voilà brand experience. 2. Effectively de-escalating situations with empathy, problem-solving, and strong communication skills. 3. Accurately documenting customer interactions in Salesforce while maintaining high service standards. 4. Support team development through mentorship, training assistance, and collaboration with leadership.

PC Express Personal Shopper at Fortinos Supermarket Ltd, Aug 2023 - Sep 2024 · 1 yr 2 mos, Hamilton, Ontario, Canada, PC Express is a convenient online grocery pickup and delivery service by Loblaw, allowing customers to shop online and collect their orders at select store locations. 1. Proficiently processed and fulfilled online grocery orders, ensuring accurate and timely deliveries. 2. Demonstrated exceptional customer service skills by providing courteous assistance to customers during online pickups, ensuring a positive online shopping experience. 3. Collaborated seamlessly with a diverse team, effectively communicating and sharing responsibilities to ensure the smooth execution of daily tasks.

Application Support Analyst at Vena Solutions, May 2022 - Jan 2023 · 9 mos, Toronto, Ontario, Canada, Vena Solutions is a leading provider of cloud-based financial planning and analysis (FP&A) software, helping businesses streamline budgeting, forecasting, and reporting. 1. Prioritized a large number of customer requests, addressed them within Service Level Agreements (SLAs), and made sure that interactions lead to high customer satisfaction ratings. 2. Assisted customers with inquiries about products, solved technical problems, and offered advice and suggestions on technical matters. 3. Clearly set and communicated expectations to customers and internal stakeholders. 4. Controlled customer expectations for the priority of the issue at hand, the timing of the solution, and the suitability of the workaround offered.

Customer Availability Process Associate at Walmart Canada, Dec 2021 - May 2022 · 6 mos, Fredericton, New Brunswick, Canada, Walmart is a global retail leader committed to providing affordable products and exceptional customer service. 1. Unload trucks, sort freight, and stock shelves to ensure product availability. 2. Use handheld scanners to track inventory and maintain accurate stock levels. 3. Organize the backroom and ensure proper labeling and storage of merchandise. 4. Verify pricing accuracy and maintain a clean, organized work environment.

Education

Master's degree, Computer Science, University of New Brunswick

Bachelor's degree, Computer Engineering, Rajalakshmi Engineering college