Ritu Shil
Verified Expert in Support and Operations
Support & Operations Expert
Kolkata, West Bengal, India
Toptal member since February 19, 2026
Ritu is a senior support operations leader with 6+ years of experience at Amazon and SaaS and gaming organizations, where I scaled teams from zero while sustaining 98% CSAT and 99.5% SLA compliance across 24/7 global operations. She specializes in bridging the gap between technical infrastructure and client success by engineering Grafana dashboards, AWS Log Insights queries, and Zendesk, Jira, and Freshdesk workflows that have reduced system downtime by 40% and mean resolution time by 35%.
Expertise
- Amazon Web Services (AWS)
- Client Success
- Cross-functional Team Collaboration
- Customer Support
- Customer Support Operations
- Dashboards
- Grafana
- Operations Management
Work Experience
Team Lead
Side
- Architected the entire customer support ecosystem from scratch, scaling operations from 0 to multiple users while maintaining a 98% CSAT score.
- Integrated Sentry, AWS CloudWatch, and Grafana for real-time bug tracking, reducing critical downtime by 40% by bridging the gap between Support and Engineering.
- Authored the company's first SLA and internal knowledge base, improving first-response time by 25% and standardizing global support workflows.
- Collaborated directly with product and tech leads to translate customer feedback into 15+ high-priority product features.
- Engineered Grafana dashboards and AWS Log Insights queries that reduced system downtime by 40% and ensured a 99.5% SLA compliance rate for US-based SaaS operations.
- Optimized support workflows by implementing API integrations and new SOPs, effectively cutting the mean resolution time by 35%.
- Directed 24/7 technical operations for live gaming and SaaS projects, managing full admin access for Zendesk, Jira, and Freshdesk to resolve thousands of daily high-priority issues.
- Analyzed ticket trends and process documentation to identify systemic issues, which reduced repeat ticket volume by 25% through targeted agent coaching.
Implementation Specialist for Zendesk
Mingle Mocktails
- Delivered a complete Zendesk support infrastructure from scratch for Nielsen's fastest-growing DTC alcohol-free beverage brand within a 30-hour engagement, going live within 48 hours of project kickoff.
- Architected 16 custom agent views, organizing all tickets by category and priority, ensuring zero manual sorting for the support team and full visibility across every ticket type from day one.
- Built a 15-macro library fully rewritten in brand voice with first-name personalization, covering billing, orders, PR, subscriptions, and internal escalation documentation for agents.
- Engineered 16 automated triggers, including urgency flagging for damaged orders, 10 category-specific email auto-reply triggers, partnership auto-redirect with auto-close, and CSAT automation on ticket resolution.
- Designed a 12-category Issue Type field with automatic tag mapping, enabling accurate ticket categorization, clean reporting, and zero manual tagging required from the support team.
- Configured a personalized bot with 11 active instructions covering brand voice, nutritional data, store locator, order tracking, promotions, and escalation rules, deployed live on the website as a web widget too.
- Wrote and published nine help center articles across product knowledge and order management categories, fully sourced from official brand documentation and written in brand voice throughout.
- Integrated Shopify sidebar for live order data, status, and tracking within tickets, and built a 5-tab support analytics dashboard in Zendesk Explore covering volume, SLA compliance, and CSAT.
- Configured two SLA policies on business hours with urgency tiers, a dedicated escalation group for automated urgent notifications, and CSAT with 5 custom bad rating reasons tied to team performance reporting.
- Produced a 14-section branded training and reference guide covering all system components and conducted a live onboarding session with the full client team.
Automation Expert
Growing Pet Pro
- Architected a 12-stage LEASH sales pipeline inside GoHighLevel from scratch, designing the complete opportunity flow from lead intake through reactivation and review generation for a US-based pet industry marketing agency.
- Built a comprehensive CRM data architecture (26-tag contact classification system, 16 custom segmentation fields, and 18 smart lists), enabling automated daily operations visibility across lead sources, pipeline stages, and reactivation segments.
- Designed and deployed a scalable lead capture system with automated pipeline routing, ensuring every incoming lead was instantly classified, tagged by source, and dropped into the correct pipeline stage without manual intervention.
- Delivered the complete foundation of a multi-niche LEASH automation framework designed for replication across dog trainer, groomer, boarding facility, and veterinarian client accounts that required no further human intervention.
Business Development Associate
BYJU's
- Surpassed sales quotas by 120% by managing high-volume Excel-tracked pipelines and delivering consultative Office 365 presentations to close deals in competitive markets.
- Consulted with prospective clients to build long-term relationships, leveraging product expertise to align educational solutions with customer needs.
- Contributed 15% to total team revenue growth by conducting deep-dive analysis of sales trends to identify and execute high-value upsell opportunities.
Customer Support Executive
Amazon.com
- Engineered payment processing and reconciliation for North America delivery partners, resolving over 50 daily transactions with 99.8% payout accuracy.
- Collaborated cross-functionally to scale payment infrastructure and handled payouts for delivery executives by calculating complex work and delivery hours.
- Transitioned into a specialized support role for delivery executives, managing and resolving high-priority issues to ensure operational continuity.
Project History
SaaS Infrastructure Monitoring & Incident Reduction System
Reduced critical system downtime by 40% for US-based enterprise SaaS clients through real-time observability.
Developed a comprehensive monitoring suite using Grafana and AWS CloudWatch to oversee 24/7 SaaS operations. I created custom Log Insights queries to detect anomalies before they impacted end users. This transition from reactive support to proactive technical operations ensured 99.5% SLA compliance and significantly improved the reliability of the client’s service infrastructure.
Support Workflow Automation & API Integration Project
Cut mean resolution time by 35% through the implementation of automated SOPs and API integrations.
Audited existing manual support workflows and identified bottlenecks in the ticketing lifecycle. I implemented API integrations between support platforms and internal databases to provide agents with real-time data, reducing the need for manual lookups. I also authored a library of technical SOPs and automated triggers within Jira and Freshdesk to streamline ticket routing and resolution.
Zendesk Implementation – Mingle Mocktails
https://minglemocktails.comDelivered a complete Zendesk support infrastructure from scratch for Nielsen's fastest-growing DTC alcohol-free beverage brand, going live within 48 hours of project kickoff within a 30-hour engagement.
Mingle Mocktails is a fast-growing DTC alcohol-free beverage brand sold across Whole Foods, Target, Wegmans, Publix, and Sprouts. The brand had no customer support infrastructure in place.
I built a complete Zendesk system from scratch, including 16 agent views, 15 brand-voice macros, 16 automated triggers, a 12-category Issue Type field with automatic tag mapping, 2 SLA policies, Mingle Bot with 11 active instructions deployed live on the website, 9 help center articles written in Mingle brand voice, Shopify sidebar integration, CSAT automation, and a 5-tab Mingle support analytics dashboard. I produced a 14-section branded training and reference guide and conducted a live onboarding session with the full client team, including the founder, operations manager, and support agent. The system went live within 48 hours of the project kickoff, and all deliverables were completed within the agreed 30-hour scope.
LEASH CRM Framework – GHL Automation Build
Built a scalable multi-niche GHL automation system for a US pet industry marketing agency from scratch.
Architected and deployed the complete LEASH (local domination, engagement, automated response, sales and booking, high-value client growth) framework inside GoHighLevel for a US-based marketing agency serving the pet industry. I delivered a full CRM infrastructure within a week, including a 12-stage custom sales pipeline, a 26-tag contact classification system, 16 custom segmentation fields, 18 Smart Lists for daily operational visibility, and a lead-capture form with automated pipeline routing. The system was designed as a reusable template scalable across multiple pet business niches, including dog trainers, groomers, boarding facilities, and veterinarians.
Data-driven Workforce Optimization & Gaming Support Strategy
Reduced agent attrition, while scaling support for high-volume live gaming operations.
Led the workforce management strategy for frontline Zendesk/Jira support, managing player missions, purchases, and in-game issues. I developed an Excel-based forecasting model to analyze attrition trends and ticket spikes. By optimizing shift planning and implementing a data-driven coaching feedback loop, I successfully improved team morale and ensured consistent coverage for 24/7 global operations.
Education
Bachelor's Degree in English
Amity University - Online
Skills
Tools
Jira Service Management, Freshdesk, Zendesk, Jira, Confluence, Sentry, Twilio Flex, Grafana, Zendesk Chat, Zendesk WFM, Zendesk Guide
Knowledge Management
Help Center Article Editing
Commerce Platforms
Shopify
Tool Features
Project Setup, Macros, Reporting, Triggers, Automations
Research
Social Media Research, Source Vetting
Productivity Suites
Microsoft Excel, VLOOKUP, Pivot Tables
Documentation
Call Notes
Troubleshooting
Testing
Sales Operations
CRM
Quality & Performance
Coaching
Professional Skills
Stakeholder Alignment, Feedback Delivery, Data Annotation
Product Support
Help Center, Troubleshooting, API Tokens
Data & Reporting
KPI Tracking, Trend Analysis
Customer Support
Resolutions, Customers, SLA Awareness, SLA Compliance, CSAT, Payment Methods, Refunds, Communication, SLA Tracking, Service Level Agreement (SLA)
Communication
Relationship Building, Knowledge Base Article Writing
Business Function Support
Dashboards, Training
Administrative Operations
Documentation, Standard Operating Procedures (SOPs), Customer Service, Accounts Payable, Bookkeeping, Accounts Receivable, Workflow Design
Other
Monitoring & Alerting, SLA Management, Key Performance Indicators (KPIs), Cross-functional Team Collaboration, Workforce Management (WFM), Root-cause Analysis (RCA), Live Chat, Chatbot Conversation Design, Chatbots, Call Agent, Customer Support, Customer Support Operations, Operations Management, Client Success, Technical Support, Customer Service Management (CSM), Customer Service Support, Project Planning, SendGrid, Cross-functional Communication, Business Development, Sales, Deal Pipeline Management, Loginsights, Incident Response, Process Optimization, Attrition Forecasting, Automation, Microsoft 365, GoHighLevel, Zendesk API, Architecture, Data Migration, Data Governance, Project Management, API Integration, Accounting, Financial Reporting, Talent Management, Talent Strategy, Operations, Risk Assessment, B2B, Cold Calling, Business Strategy, Client Retention, Process Design, Customer Acquisition, Amazon Web Services (AWS), Lead Capture Systems, Contact Segmentation, Leads, APIs, Workflow Automation, AI Tools, Agentic AI, AI Bot Configuration, Technical Documentation, Employee Training, JSON, Google
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