Ashutosh Sharma
Senior Customer Support Manager
New Delhi
Summary
Proven leader in customer support, excelling at Amazon Development Center with significant improvements in customer satisfaction. Expert in Quality Management and mentoring, I spearheaded training programs and quality audits, boosting team productivity by over 30%. Skilled in MS Office, I blend empathy with efficiency to drive team success and business growth.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Senior Customer Support Manager
Apna Time Tech Private Limited
04.2024 - Current
- Introduced a system of regular quality audits, leading to the identification and resolution of potential issues before they escalated.
- Conducted regular evaluations of employee performance, identifying areas for improvement and providing constructive feedback.
- Enhanced employee performance by implementing comprehensive training programs tailored to individual needs.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Handling team of 12 members. Doing regular audits, performance check and feedback session.
- Created process level and agent level KPI metric and performance for better productivity and business growth.
Customer Support Manager
Apna Time Tech Private Limited
05.2023 - 03.2024
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
SDS CAP Associate
Amazon Development Center Private Limited
09.2022 - 03.2023
- Resolve customer query over chat, call and email
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolve issues which get escalated by the customer.
- Detect fraud and take action as per standard operating procedure.
Academic Specialist - Student Experience
Think & Learn Private Limited(Byju's)
01.2022 - 06.2022
- Collaborated with colleagues to design interdisciplinary courses, promoting a holistic learning experience for students.
- Assisted in curriculum development, ensuring alignment with state standards and accreditation requirements.
- Promoted a positive classroom environment through clear communication of expectations and consistent enforcement of policies related to behavior and academic integrity.
- Provide daily online session to the students.
Customer Service Associate
Teleperformance Global Services Private Limited
08.2021 - 04.2022
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Solved problems with products and services by providing customers support.
English Trainer
Seva Oasis
09.2019 - 06.2021
- Designed and conducted interactive English training sessions tailored to varied learning levels, improving communication skills and confidence among students.
- Developed customized lesson plans focusing on grammar, vocabulary, speaking, and listening skills to meet diverse learner needs.
- Implemented assessment tools to track student progress and adapted teaching strategies based on results.
- Provided one-on-one mentoring to help students overcome language barriers and prepare for language proficiency tests.
- Conducted regular feedback sessions to ensure continuous improvement and maintained high student satisfaction scores.
Education
Bachelor of Science - Computer Science With Physical Science
Shivaji College(University of Delhi)
08.2016 - 08.2019
Senior Secondary : Science -
Navin Bharti Senior Secondary School
04.2014 - 03.2015
Skills
- Customer Relations
- Empathy and patience
- Mentoring abilities
- Quality Management
- Feedback collection
- Assessment creation
- Team Supervision
- Teamwork and Collaboration
- Work Planning
- Team motivation
- Quality Improvement
- MS Office
- Training and mentoring
- CRM software expertise
- SLA management
- Teamwork and collaboration
- Data analysis
- Analytical skills
Certification
Diploma in French Language
Additional Information
Currently I am working as quality auditor and team leader. My day to day tasks are managing team, review their performance and daily call, chat and email audits. Give feedback to the team on daily basis depending upon their performance. Established audit parameters and process. Implement better KPI and performance metric for better productivity and business growth.
Timeline
Senior Customer Support Manager
Apna Time Tech Private Limited
04.2024 - Current
Customer Support Manager
Apna Time Tech Private Limited
05.2023 - 03.2024
SDS CAP Associate
Amazon Development Center Private Limited
09.2022 - 03.2023
Academic Specialist - Student Experience
Think & Learn Private Limited(Byju's)
01.2022 - 06.2022
Customer Service Associate
Teleperformance Global Services Private Limited
08.2021 - 04.2022
IELTS Certificate(Received 7 band)
07-2021
Diploma in French Language
04-2020
English Trainer
Seva Oasis
09.2019 - 06.2021
Certificate in French Language
08-2019
Bachelor of Science - Computer Science With Physical Science
Shivaji College(University of Delhi)
08.2016 - 08.2019
Senior Secondary : Science -
Navin Bharti Senior Secondary School
04.2014 - 03.2015
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