Akash Sharma
Customer Support Service
New Delhi
Summary
Dynamic Relationship Manager with proven expertise at Policybazaar, excelling in client relationship management and effective communication. Enhanced customer satisfaction through strategic issue resolution and product knowledge, leading to increased retention rates. Proficient in CRM systems and dedicated to delivering exceptional service experiences. Committed to fostering strong client connections and driving organizational success.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Relationship Manager
Policybazaar Insurance Web Aggregator Private
09.2024 - Current
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Streamlined internal reporting processes, allowing for more accurate forecasting and strategic planning.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Executive
Concentrix Daksh Services India Private Limited
11.2020 - 09.2024
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
Education
MBA - Operations Management
NMIMS
Mumbai, India 04.2001 -
BBA - General Studies
CPJCHS Affiliated From GGSIPU
New Delhi, India 04.2001 -
No Degree - Commerce With IT
SSLT Gujarat Senior Secondary School
New Delhi, India 04.2001 -
No Degree - General (Secondary)
SSLT Gujarat Senior Secondary School
New Delhi, India 04.2001 -
Skills
Effective relationship management
Relationship building
Client relationship management
Customer service
Effective interpersonal communication
Service support
Time management
Strategic issue resolution
Active listening
Product knowledge
Data entry
Call center experience
Customer relations
Microsoft Excel
Computer proficiency
Customer relationship management (CRM)
Call center operations
Live chat support
Product and service solutions
Microsoft PowerPoint
Hobbies
- Listening Music
- Cooking
- Fitness
Timeline
Relationship Manager
Policybazaar Insurance Web Aggregator Private
09.2024 - Current
Customer Service Executive
Concentrix Daksh Services India Private Limited
11.2020 - 09.2024
MBA - Operations Management
NMIMS
04.2001 -
BBA - General Studies
CPJCHS Affiliated From GGSIPU
04.2001 -
No Degree - Commerce With IT
SSLT Gujarat Senior Secondary School
04.2001 -
No Degree - General (Secondary)
SSLT Gujarat Senior Secondary School
04.2001 -