Kapil Sharma
Gurgaon
Summary
Dynamic and goal-focused Assistant Manager with more than 11+ years of comprehensive experience in the Customer Service sector. Renowned for exceptional performance, I am committed to ensuring superior service delivery and the timely fulfillment of service level agreements with clients. With a demonstrated history of leadership and strategic insight, I consistently guide teams to surpass expectations and achieve remarkable outcomes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager
Quatrro Business Support Services
Gurgaon
10.2021 - 08.2024
- Developed performance decks for Monthly and Quarterly reviews.
- Managed a team of 70+, monitored performance, provided training, resolved conflicts, improved processes, and collaborated across departments.
- Achievements: 15% increase in first-contact resolution, 20% rise in customer satisfaction, 30% reduction in review preparation time.
Team Leader Operations
Advatix APAC Logistics Pvt Ltd
Gurgaon
05.2020 - 07.2021
- Joined as a Team Leader in Customer Support department
- I led a dedicated team serving a US logistics client in Supply Chain Management.
- Adeptly managed inbound voice processes, ensuring SLA compliance, timely service, and strong client relationships.
Service Advisor
BA Call Centre India Private Limited
Gurgaon
03.2020 - 05.2020
- Joined a leading airline as a Service Advisor in customer support.
- Got trained for various work type as Ticketing, Baggage information etc.
Team Leader
Globiva Services Private Limited
Gurgaon
06.2019 - 03.2020
- Joined the customer support team for a leading banking clients.
- Managed inbound voice processes, ensuring exceptional service delivery and client satisfaction by adhering to agreed SLAs.
Management Trainee
Genpact
Gurgaon
05.2014 - 06.2019
- Joined as Process Developer in May 2014 with one of the Australian Banking Client.
- Got Promoted as Management Trainee in June 2017 and as a Management Trainee in customer support with the same Australian Client.
- Managed inbound voice processes, ensuring SLA compliance for exceptional service delivery and client satisfaction.
Technical Support Executive
Teleperformance
Jaipur
09.2013 - 05.2014
- Joined as a TSE with one of the US Clients.
- I worked with Up and Running department to provide technical support to the customers.
- Used to handle customer’s queries and issues on the call using LMI sessions.
Process Analyst
DBOI Global Services Pvt Ltd (Deutsche Bank)
Jaipur
01.2013 - 09.2013
- Joined as a Process Analyst, my expertise centered on the Vendor Risk Management domain.
- I developed various risk-related profiles and parameters, meticulously assessing potential risks.
- Additionally, I oversaw the verification of internal relocation and outsourcing, ensuring compliance with diverse approval processes.
Process Executive
Infosys BPO Limited
Jaipur
03.2011 - 12.2012
- Worked with one of the Insurance Organizations in Australia.
- I specialized in the Insurance domain, collaborating closely with the client.
- I served as a Domain Trainer, achieving certification as T-100 Domain for Insurance.
- My role involved imparting expertise in insurance processes and ensuring operational excellence for our client.
Education
Bachelor of Arts -
Maharishi Dayanand Saraswati University
Ajmer06-2010
Skills
- Customer Service Excellence
- People Management
- Client Management
- Change Management
- Conflict Management
- Client Relations
- Six Sigma
- Data Analysis
- Know Your Customer (KYC)
- Fraud Prevention
- MS Office Suite
Certification
- Power BI for Beginners
- Business Analytics with Excel
- Introduction to Data Analytics
- Introduction to Six Sigma
Timeline
Assistant Manager
Quatrro Business Support Services
10.2021 - 08.2024
Team Leader Operations
Advatix APAC Logistics Pvt Ltd
05.2020 - 07.2021
Service Advisor
BA Call Centre India Private Limited
03.2020 - 05.2020
Team Leader
Globiva Services Private Limited
06.2019 - 03.2020
Management Trainee
Genpact
05.2014 - 06.2019
Technical Support Executive
Teleperformance
09.2013 - 05.2014
Process Analyst
DBOI Global Services Pvt Ltd (Deutsche Bank)
01.2013 - 09.2013
Process Executive
Infosys BPO Limited
03.2011 - 12.2012
- Power BI for Beginners
- Business Analytics with Excel
- Introduction to Data Analytics
- Introduction to Six Sigma
Bachelor of Arts -
Maharishi Dayanand Saraswati University
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