Ashish Sharma
Customer service representatives
Mumbai ,MH
Work Preference
Work Type
Full TimeLocation Preference
On-SiteHybridRemoteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsTimeline
Analyst - Wise Engage
02.2025 - Current
Senior Process Associate - Tata consultancy services
03.2023 - 12.2024
Customer Care Representative - Citibank
03.2022 - 03.2023
Associate - Sapana Enterprise
09.2020 - 01.2022
Thakur College of Commerce And Science - Bachelor Of Commerce, Accounting And Finance
2019 - 2020
Nirmala Memorial Foundation College - HSC, Accounting And Finance
2016 - 2017
St Thomas High School - SSC,
2014 - 2015
Work History
Associate
Sapana Enterprise
09.2020 - 01.2022
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Increased customer satisfaction with thorough product demonstrations and personalized advice.
- Analyzed customer data to identify trends and anticipate customer needs.
- Collected, arranged, and input information into database system.
- Utilized CRM systems to track interactions and update customer profiles accurately.
- Managed escalated issues, providing timely solutions to ensure customer retention.
Customer Care Representative
Citibank
03.2022 - 03.2023
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Responded proactively and positively to rapid change.
- Conducted follow-up calls to assess service quality and gather feedback for improvements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Senior Process Associate
Tata consultancy services
03.2023 - 12.2024
- Analyzed customer feedback to identify areas for service enhancement.
- Trained and mentored new representatives, improving onboarding efficiency.
- Streamlined communication processes between departments to expedite issue resolution.
- Developed training materials to support continuous improvement initiatives within the team.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
Analyst
Wise Engage
02.2025 - Current
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Implemented best practices for handling complex customer issues, reducing escalation rates.
- Kept high average of performance evaluations.
- Trained and mentored new representatives, improving onboarding efficiency.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Education
SSC -
2014 - 2015
HSC - Accounting And Finance
2016 - 2017
Bachelor Of Commerce - Accounting And Finance
2019 - 2020
Skills
- Microsoft office
- Active listening
- MS Excel
- Time management
- Critical thinking
- Relationship building
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)