Himanshu Sharma
Senior Analyst
NewDelhi
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Coordinator
Better.com
02.2024 - Current
- Calling clients and different teams to gather required document to purchase property.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coordinated cross-functional teams like title and insurance, resulting in seamless project execution and enhanced outcomes.
Sr. Analyst
Rayden Interactive
01.2023 - 09.2023
- Handled multiple projects for end to end
implementation - Communicating with clients and US team to
gather requirements - Digitizing intake forms and screeners and building
questionnaire - Testing and making necessary changes to build
Delivered training to the clients to make them
familiar with features
Senior Analyst
Better.com
3 2020 - 12.2022
- Matching clients with real estate agents and
following up to track the progress - Handling tickets and escalations raised by
different teams - Creating training modules and handling training
of new team members/managers - Managing quality audits of team members and
sharing feedbacks - Creating and taking daily team meetings to
share updates - Formed and managed the culture committee to
host different events on zoom.
Customer Experience Specialist
Airseva
05.2019 - 02.2020
- Responded to high volume of incoming calls and chats utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Facilitated inter-departmental communication to effectively provide customer support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Senior Associate
Exl Service India Pvt. Ltd
10.2013 - 11.2015
- Worked in British Gas process who’s a major utility provider in UK
- Handling inbound calls of customers, handling complaints, managing payment plans, billing queries, online account assistance
- Assisting the complaints team and managing different complaints.
- Assisting new team members as a mentor.
Education
B.Sc. - Information Technology
Kuvempu University
11.2011 - 01.2014
10+2 -
CBSE Board Delhi
New Delhi 04.2008 - 03.2009
High School -
CBSE Board Delhi
04.2006 - 03.2007
Skills
Technical understanding
Verbal and written communication skills
Team leadership and coaching
Composure under high pressure
Google Sheets/MS Office
Adaptability and flexibility
Complaint resolution
Certification
Udemy SQL Bootcamp
Timeline
Coordinator
Better.com
02.2024 - Current
Sr. Analyst
Rayden Interactive
01.2023 - 09.2023
Udemy SQL Bootcamp
02-2022
Customer Experience Specialist
Airseva
05.2019 - 02.2020
Senior Associate
Exl Service India Pvt. Ltd
10.2013 - 11.2015
B.Sc. - Information Technology
Kuvempu University
11.2011 - 01.2014
10+2 -
CBSE Board Delhi
04.2008 - 03.2009
High School -
CBSE Board Delhi
04.2006 - 03.2007
Senior Analyst
Better.com
3 2020 - 12.2022