PORTFOLIO · CLOUD · CRM · SHANGHAI

Komal Shah

Senior Technical Support Engineer & Customer Experience Leader.
10+ years at Microsoft, TCS & HSBC — from Mumbai to Shanghai.

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10+
Years Experience
7+
Years at Microsoft
4
Industries
4
Languages

About Me

A decade of
driving results.

"From Mumbai's financial corridors to Shanghai's global tech hubs — always delivering exceptional customer experiences."
Microsoft O365 Cloud Support CRM HSBC TCS APAC SLA Compliance Dispute Resolution MIS Reporting EN · 中文 · हिन्दी

Results-driven professional with 10+ years of cross-industry experience spanning Microsoft Cloud (Office 365), Banking & Financial Services, and Customer Relationship Management across APAC regions.

From managing credit card collections at HSBC and global hotel reservations for Taj Hotels via TCS, to representing Microsoft in enterprise O365 support from Shanghai — a career defined by precision, adaptability, and customer obsession.

10+
Years Experience
4
Industries
7+
Years at Microsoft
4
Languages

Professional Experience

Roles that
shaped me.

☁️
Aug 2016 – Feb 2024
Wicresoft (Microsoft)
Sr. Technical Support
📱
Aug 2015 – Feb 2016
China Mobile
Customer Sales Rep.
🏨
Nov 2011 – May 2014
TCS (Taj Hotels)
Sr. Process Executive
🏦
May 2007 – Oct 2011
HSBC Bank
Sr. Debt Executive
Senior Technical Support Engineer
Wicresoft Co. Ltd. · Microsoft Office 365 · Shanghai, China
Aug 2016 – Feb 2024
  • Represented Microsoft in delivering end-to-end technical support for Office 365 customers across APAC
  • Diagnosed and resolved complex technical, billing, and subscription issues via phone, email, and remote desktop
  • Managed high-priority escalations ensuring strict adherence to SLAs and service quality standards
  • Collaborated with global teams and partners to resolve critical customer issues efficiently
  • Maintained consistently high customer satisfaction scores through clear communication and fast resolution
  • Continuously updated technical expertise aligned with Microsoft cloud ecosystem advancements
Customer Sales Representative
China Mobile · Shanghai, China
Aug 2015 – Feb 2016
  • Provided customer support for international and English-speaking clients at China Mobile International
  • Assisted with account management, billing queries, and technical service issues
  • Delivered tailored solutions to enhance customer experience and retention rates
  • Bridged communication gaps using strong bilingual and cross-cultural understanding
  • Ensured efficient issue resolution and consistently high service satisfaction
Senior Process Executive
Tata Consultancy Services · Taj Hotels Project · Mumbai, India
Nov 2011 – May 2014
  • Managed global reservation operations for Taj Hotels across email-based systems
  • Handled booking inquiries, cancellations, refunds, and payment dispute investigations
  • Resolved critical disputes with 100% accuracy and within strict deadlines
  • Contributed to revenue generation through efficient and accurate reservation management
  • Awarded TCS Certificate for Meeting Deadlines with 100% Accuracy
Senior Debt Executive
HSBC Bank · Mumbai, India
May 2007 – Oct 2011
  • Managed credit card collections and delinquent accounts (7–180 days overdue)
  • Negotiated settlement plans and payment closures with customers under high-pressure conditions
  • Prepared detailed MIS reports for senior management review and strategy
  • Achieved all recovery targets while maintaining full compliance with HSBC banking policies
  • Reduced delinquency rates significantly — awarded Performance Linked Reward (PLR) 2011

Skill Set

Depth across
disciplines.

Microsoft Office 365 & Cloud95%
Expert · 7+ years · APAC Support
Technical Troubleshooting92%
Expert · Remote support & escalations
Customer Relationship Management95%
Expert · CRM, retention, satisfaction
Billing & Subscription Management90%
Expert · O365, banking, telecom
Dispute Resolution & Escalations93%
Expert · High-priority case management
MIS Reporting & Data Analysis85%
Advanced · Banking & cloud operations
SLA & Quality Compliance95%
Expert · Microsoft SLA standards
Debt Recovery & Credit Management88%
Expert · HSBC · 7–180 day accounts

Languages

English
Fluent
Hindi
Fluent
Gujarati
Fluent
中文
Conversational

Achievements

Recognized
excellence.

🏆
Best Performance Award
Multiple Best Performance Awards at Wicresoft for outstanding work on Microsoft Office 365 support across APAC.
✅
100% Accuracy Certificate
TCS certificate for consistently meeting all deadlines with 100% accuracy on the Taj Hotels global reservations project.
⭐
Performance Linked Reward
PLR from HSBC in 2011 for exceptional debt recovery contribution and significant reduction in delinquency rates.
🎓
Bachelor of Finance & Accounting
University of Mumbai, 2009–2013. Strong academic foundation in finance, accounting, and business management.

Let's Connect

Ready to
collaborate?

Microsoft Cloud · CRM · Technical Support · Banking Operations · APAC.
Open to new opportunities and professional connections.

✉ komal1820@gmail.com 📞 +86 138 1628 0052