Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Certification
Timeline
Generic

Harshit Sharma

Ghaziabad

Summary

Versatile Customer Service Management Analyst with advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach. Practiced project manager and problem-solver with 2 years of experience in Financial Industry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Customer Service Analyst

American Express
12.2023 - Current
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous process enhancements.
  • Mentored junior analysts, fostering professional growth and improving team performance.
  • Coordinated closely with other departments to resolve interdepartmental issues affecting customer satisfaction levels.
  • Delivered outstanding results in customer retention and satisfaction by establishing culture of proactive communication, empathy, and problem-solving within team.
  • Improved customer satisfaction by efficiently resolving complex issues and providing exceptional service.
  • Introduced quality assurance measures that significantly reduced error rates in case management activities.
  • Implemented new strategies to reduce customer wait times, enhancing overall support experience.
  • Conducted root-cause analysis of recurring issues leading to targeted process improvements that minimized repeat occurrences.
  • Handling 80 cases on daily basis.

Senior Representative

Concentrix
05.2021 - 02.2023
    • Resolved issues through careful research and follow-up with customers.
    • Provided detailed performance reports for management review, facilitating data-driven decision making.
    • Supported team members in their daily tasks, fostering a cohesive and productive work environment.
    • Strengthened client relationships through excellent communication skills and consistent followup.
    • Reduced customer complaints with proactive problem-solving and prompt issue resolution.
    • Maintained accurate records of client interactions within CRM system for future reference.
    • Managed high-volume workload while maintaining strong attention to detail and accuracy.
    • Interacted with customers regularly to maintain and enhance relationships.

Customer Success Manager

Riot Labz Private Limited
05.2019 - 03.2021
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Managed portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.

Education

Bachelor of Arts - Economics

University of Delhi
Delhi, India
10.2022

High School Diploma -

Bhagirath Public School
Ghaziabad, India
06.2018

Skills

  • CRM Software
  • Service standard compliance
  • Advanced Communication
  • Complaint Handling
  • Strong Analytical
  • Detail Oriented
  • Customer Data
  • Support tools-Salesforce, Freshdesk & Slack
  • Windows
  • Sales Support
  • Modes of Communication-Chat, email & call
  • Data Collection

Additional Information

Career Break from 02/2023 to 12/2023

Reason- My mother got diabetic with sugar level more than 200. My father used to work outside of town. Hence, I take care of my mother in his absence.

Personal Development- During this time period, I have learned the programming language of Python. Kept myself updated with the changing work environment. Read articles about Artificial Intelligence, Business analysis, financial industry and many more current affair topics.

Way Ahead- Now my Father has retired and he takes care of my mother and her sugar level has dropped below 150 on an average. I can finally focus on my work-life now.


Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Advanced (C1)

Certification

Language proficiency certificate: www.efset.org/cert/XEYNQG

Timeline

Senior Customer Service Analyst

American Express
12.2023 - Current

Senior Representative

Concentrix
05.2021 - 02.2023

Customer Success Manager

Riot Labz Private Limited
05.2019 - 03.2021

Bachelor of Arts - Economics

University of Delhi

High School Diploma -

Bhagirath Public School

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Harshit Sharma