Sagar Sharma
Gurgaon
Summary
Dedicated and customer-focused professional bringing 13+ years in face to face customer service roles. Proven ability to build rapport with customers, understand their needs, and provide tailored solutions to enhance satisfaction. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
13
13
years of professional experience
Work History
Senior Trainer, Customer Service
Admiral Group Plc (Admiral Solutions - EUI Ltd)
06.2022 - Current
- To work closely with the staffs to help simplify the service and improve customer's journey.
- Providing support to staffs on voice & accent and soft skills to make efficient service.
Assistant Manager, Customer Service
Admiral Group Plc (Admiral Solutions - EUI Ltd)
04.2014 - 05.2022
- Our current policy holders, who have existing insurance policies with us, are the customers we interact with.
- We provide in-depth information about our products, services, policies, and procedures, and we directly engage with customers in person, assisting them and resolving issues when we conduct cross-site activities as when needed in Cardiff or Swansea offices, UK.
- We offer support and advice to customers, guiding them through any challenges they encounter.
- We listen to customer complaints with empathy, investigate the issues, and find suitable solutions to address their concerns.
- We deal with customer complaints or problems with empathy and professionalism, aiming to resolve them promptly and to the customer’s satisfaction.
- We conduct call audits to ensure that our focus remains on keeping our customers satisfied and providing the best service.
- We make decisions as and when necessary.
- We gather customer feedback to enhance our services and tackle any recurring issues.
- We collaborate closely with other team members to ensure a seamless customer experience, particularly during peak periods.
Senior Customer Service Executive
Ienergizer
05.2012 - 03.2014
- Assist customers with inquiries about credit cards, resolving issues, and offering product details for US-based clients.
- Provide quick service to address customer requirements promptly.
- Adhere to all customer call standards, such as service levels, handling time, and productivity.
- Update and cancel customer accounts, ensuring accurate maintenance of the customer account information database.
Customer Care Executive
Amvrin Systems Pvt Ltd
06.2011 - 05.2012
- Conferred with customers about concerns with products or services to resolve problems and drive sales for international calling cards.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Took ownership of customers issues to follow problems through to resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offering technical assistance to customers who encounter difficulties with products or services, troubleshooting problems, and guiding them through solutions.
- Processing payments, refunds, and exchanges, ensuring accuracy and adherence to established procedures.
- Updating and maintaining accurate customer information and interactions in the company's database or CRM system.
Education
Higher Secondary Certificate (HSC) -
Sandipani Jr College
05.2011
Secondary School Certificate (SSC) -
Bishop Cotton School
05.2009
Skills
- Communication
- Customer Service
- Team Player
- Networking / Leadership skills
- Fitness & health - mind and body development oriented
Accomplishments
- Awarded as a 'Top Performer' for the best Customer Service for consecutive 2 years (2017-2018 and 2018-2019) at Wales, Cardiff.
- Got appreciation and awarded by David Stevens (Ex CEO) for the Award - Going Extra Miles for Customer.
- Awarded for best 'Customer Support function' in the Top 10 Awards at cardiff, UK
- Awarded 'Knight in Shining Armour' for leading forefront and keeping customer always on top.
- Rewarded monthly 'Star Performer of the month' for best Customer Service.
Languages
English - Fluent
Hindi - Fluent
Punjabi - I have a good understanding of Punjabi and can speak it at a basic level, but I can fully comprehend the language.
Social Skills and Competences
Outgoing personality
Love travelling - So far I have covered 8 countries
Teamwork - I have worked various types of teams with different age groups in India and outside.
Fitness/ Gym, personal hobby - workout 4 to 5 times a week
Personal Development Courses
Computer Skills and Certification
IT Leadership Professional Certificate including Word, Excel, Power Point.
Timeline
Senior Trainer, Customer Service
Admiral Group Plc (Admiral Solutions - EUI Ltd)
06.2022 - Current
Assistant Manager, Customer Service
Admiral Group Plc (Admiral Solutions - EUI Ltd)
04.2014 - 05.2022
Senior Customer Service Executive
Ienergizer
05.2012 - 03.2014
Customer Care Executive
Amvrin Systems Pvt Ltd
06.2011 - 05.2012
Higher Secondary Certificate (HSC) -
Sandipani Jr College
Secondary School Certificate (SSC) -
Bishop Cotton School
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