Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
SoftwareEngineer

Harsh Sharma

Customer Support
Noida,UP

Summary

Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success.

Overview

3
3
years of professional experience
3
3
Language

Work History

Senior Executive - Customer Support

EXL
Noida, India
06.2023 - Current
  • Generating additional revenue and business opportunities.
  • Recognize, document, and alert supervisor of trends in accounts handled.
  • Managed web chat support for motor insurance policies, facilitating seamless communication with customers to address inquiries and provide assistance.
  • Utilized strong interpersonal skills to engage with customers, addressing concerns, and providing clear and concise information regarding policy details and adjustments.
  • Demonstrated proficiency in navigating insurance databases and systems, ensuring accurate updates to customer policy information during live chat interactions.
  • Averaged remarkable First Response Time (FRT) of 30 seconds, exemplifying commitment to providing prompt and effective solutions to customer queries in dynamic motor insurance web chat support environment.

Executive- Customer Support

IEnergizer
Noida, India
10.2021 - 06.2023
  • Interact with partners daily through escalated chat, email tickets and interactive screen sharing sessions
  • Built customer loyalty by placing follow-up calls and emails for customers who reported product issues
  • Managed a high CPH, efficiently addressing customer interactions without compromising the quality of service
  • Interface effectively with a diverse customer base, utilize de-escalation techniques, communicate with patience and understanding, and propose ideal solutions for customer issues, resulting in a 20% reduction in cancellation rate.

Support Specialist

Revolut
Noida, Uttar Pradesh
07.2024 - 10.2024
  • Assisted users in identifying scams or unrecognized fraud related to card payments.
  • Guided users through the process of submitting chargeback claims to recover lost funds.
  • Provided support to users from various European countries, handling multiple currencies.
  • Offered extra care and prioritization to vulnerable and societal users, ensuring their concerns were addressed with the utmost attention.
  • Connected users reporting non-fraud-related issues to the appropriate departments for swift resolution.
  • Ensured accurate and efficient assistance in resolving fraud-related issues and recovering funds.

Education

Bachelor of Arts - Tourism

IGNOU
11.2022

Advance Diploma in Hospitality Administration - Hospital Administration

IIHM
10.2021

XII -

Kendriya Vidyalaya
05.2018

X -

Kendriya Vidyalaya
05.2016

Skills

  • Empathy Display
  • Language Fluency
  • Quick Typing
  • Research and due diligence
  • Team Collaboration
  • Adaptability
  • Interpersonal Communication
  • Time Management
  • Critical Thinking
  • Card Payments
  • Claims handling

Work Preference

Work Type

Full Time

Location Preference

RemoteOn-Site

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave

Timeline

Support Specialist

Revolut
07.2024 - 10.2024

Senior Executive - Customer Support

EXL
06.2023 - Current

Executive- Customer Support

IEnergizer
10.2021 - 06.2023

Bachelor of Arts - Tourism

IGNOU

Advance Diploma in Hospitality Administration - Hospital Administration

IIHM

XII -

Kendriya Vidyalaya

X -

Kendriya Vidyalaya

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