Shubham Gambhir
Sme Consultant @Turing
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WORK HISTORY
Sme Consultant @Turing
Act as a domain SME to train and validate LLMs for enterprise customer support platforms (Freshdesk & Zendesk)- Design structured prompts and verifiers across core support modules (tickets, SLAs, automations, escalations, omnichannel)- Test AI outputs on reinforcement learning gym servers, simulating real-world CX scenarios and edge cases- Benchmark responses across multiple LLMs (e.g, ChatGPT, Gemini) to evaluate accuracy, consistency, and decision quality- Validate text-only and audio-only prompt workflows without UI dependency to ensure production readiness- Support internal automations using Slack-based tools for workflow triggers, notifications, and feedback loops- Contribute to improving AI reliability, workflow coverage, and model performance for complex support use cases.
EDUCATION
Acharya Narendra Dev College
Bachelor's degree, Computer Science
Bharati Vidyapeeth Institute of Computer Applications & Management
Master of Computer Applications, Computer Science
SKILLS
ABOUT SHUBHAM GAMBHIR
Customer Experience & Support Leader with 8+ years of experience building and scaling high-performing support operations in SaaS and consumer-tech companies. I specialize in support strategy, CRM automation, and AI-enabled CX, combining hands-on execution with leadership.Currently working as an SME Consultant at Turing, where I help train and validate LLMs for real-world customer support platforms (Freshdesk & Zendesk) using reinforcement learning environments. Passionate about solving complex CX problems, driving efficiency through automation, and building scalable, customer-first systems.
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