Amita Sharma

US Process – Insurance & Financial Services

*Provided end-to-end customer support to US-based clients via voice and email, ensuring timely and accurate resolution of complex queries.

*Delivered functional and technical assistance by analyzing issues, troubleshooting system-related problems, and guiding customers through resolutions.

*Maintained detailed documentation of customer interactions, actions taken, and resolutions within CRM and ticketing tools such as Salesforce and JIRA.

*Managed multiple cases simultaneously while meeting SLAs, quality standards, and productivity metrics.

*Demonstrated strong ownership of cases across the complete lifecycle, from issue reporting to closure.

*Collaborated with internal teams to escalate unresolved issues and improve overall service quality.

*Handled student and parent queries via calls and emails with clear and professional communication.

*Provided support for admissions, course details, fees, and scheduling.

*Coordinated with internal teams to resolve issues and ensure timely query closure.

*Managed end-to-end support for NRI customers, handling queries related to accounts, remittances, and banking services.

*Provided timely assistance via calls and emails while ensuring compliance with banking and regulatory guidelines.

*Resolved service requests and complaints by coordinating with internal teams and following SLA timelines.

*Built strong relationships through clear communication, follow-ups, and personalized support.

*Handled customer calls for billing, payments, and account queries.

*Logged cases, followed up on escalations, and met SLA targets.

*Ensured clear communication and customer satisfaction.