Heakanksha Sharma
Summary
Adaptable professional with experience in client communication, conflict resolution, and policy compliance. Skilled in managing sensitive information, providing support during escalations, and ensuring a seamless experience for diverse stakeholders. Strong background in training assistance, performance feedback, and process improvement. Recognized for active listening, multitasking, and maintaining professionalism under pressure. Adept at fostering collaboration, building trust, and contributing to a positive and productive work environment.
Overview
3
3
years of professional experience
Work History
Executive
EXL
Noida
07.2025 - Current
- Review and evaluate claim details to determine coverage under policy terms and conditions.
- Handle customer queries with empathy and professionalism, guiding them through the claims process.
- Collect and verify required documents, ensuring accuracy and compliance with company policies.
- Coordinate with repair services, medical providers, or external investigators when required.
- Analyze facts, apply policy rules, and make fair and timely decisions regarding setsettlements.
- Identify opportunities to enhance efficiency, customer satisfaction, and reduce claim handling time.
Customer Service Executive
Admiral
08.2024 - 07.2025
- Assisted customers with policy inquiries and mid-term changes, ensuring seamless service delivery.
- Processed and updated policyholder information with accuracy, adhering to company standards.
- Managed mid-term policy adjustments, including endorsements and premium revisions.
- Resolved customer concerns promptly while maintaining high satisfaction levels.
- Clearly explained motor insurance products, coverage, and policy terms.
- Ensured compliance with protocols while handling sensitive customer data.
- Maintained a positive attitude, fostering trust and loyalty among customers.
CAP Specialist
Amazon
08.2023 - 05.2024
- Transitioned efficiently between software systems while maintaining high performance and accuracy scores.
- Demonstrated in-depth knowledge of Indian and Australian policies related to concession abuse and compliance.
- Analyzed customer data and transaction patterns to identify potential abuse and implemented preventive measures.
- Provided training and support on software tools and relevant policies to ensure consistent quality and compliance.
- Handled queries and resolved issues through email and chat for both Indian and Australian customers.
Customer Service Officer
Amazon
08.2022 - 01.2023
- Adhered to company policies and procedures to deliver quality service.
- Built strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction by proactively solving problems and resolving complaints efficiently.
- Interpreted clients' needs and recommended services tailored to specific requirements.
- Helped customers regain access to Amazon accounts that were hacked or misused.
- Made quick decisions in raising support tickets to address security concerns effectively.
- Resolved account security issues for Australian and Indian customers via email and calls.
Education
D.A.V Public School - Commerce Management
D.A.V Public School
FaridabadBachelor of Commerce - Management
Guru Gobind Singh Indraprastha University
JanakpuriMBA - Human Reason
Narsee Monjee-Online
Skills
- Strong Verbal & Written Communication – proven ability to interact effectively with diverse individuals
- Active Listening & Empathy – skilled at understanding concerns and providing appropriate support
- Conflict Resolution – experience in handling challenging situations and finding balanced solutions
- Policy Explanation & Compliance – adept at clearly conveying policies and ensuring adherence
- Training & Mentoring Support – contributed to training initiatives and guided new team members
- Relationship Building – built trust and long-term rapport with clients, transferable to employee engagement
- Handling Sensitive Information – ensured confidentiality and data security in all interactions
- Time Management & Multitasking – ability to manage multiple priorities and meet deadlines consistently
- Problem-Solving Under Pressure – demonstrated resilience in resolving complex issues quickly
- Adaptability in Dynamic Environments – flexible in adjusting to changing processes and requirements
Languages
English
Advanced
C1
Timeline
Executive
EXL
07.2025 - Current
Customer Service Executive
Admiral
08.2024 - 07.2025
CAP Specialist
Amazon
08.2023 - 05.2024
Customer Service Officer
Amazon
08.2022 - 01.2023
D.A.V Public School - Commerce Management
D.A.V Public School
Bachelor of Commerce - Management
Guru Gobind Singh Indraprastha University
MBA - Human Reason
Narsee Monjee-Online