Keshav Sharma
H32, Sarhaul, Gurugram
Summary
Enthusiastic client services professional with over 2.5 years of experience and a strong background directly interfacing with industry customers. Well-versed in products, services, upselling and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Customer Support Associate
Ienergizer BPO Pvt Ltd
07.2022 - 02.2024
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consistently surpassed monthly and quarterly sales targets, contributing significantly to company growth objectives.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Received an average 80% customer satisfaction rating to date, 15% higher than the business average.
- Mentored new employees on procedures and policies to maximize team performance.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Resolved customer inquiries in a timely manner.
- Responded to customer feedback and suggestions.
Collections Specialist
IQOR Global Services Pvt Ltd
07.2021 - 04.2022
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Education
Bachelor in Arts (Economics) - Specialised Program in Finance And Business Principles.
KPT College
Ghaziabad12-2020
Skills
- Customer Support
- SaaS Tools Expertise
- Phone Etiquette
- Product Sales
- Upselling
- Contact Centers
- Microsoft Office 365
- Google Workspace
- Time Management
- Record Keeping
- Technical Proficiency
- Complaint Resolution
- Active Listening
- De-Escalation Techniques
- Problem Solving
- Critical Thinking
- Tools Literacy
- Leadership
- Payment Processing
- Order Processing
- Power-Bi
- Account Management
- CRM Software
- Collections
- Products Upselling
- Teamwork
- Customer Retention
- Courteous Demeanor
Certification
- Basics of Project Management
- Customer Service Certification
- Financial Analysis
- Fundamentals of Negotiation
Accomplishments
- Acted as a subject matter expert (SME) for specific client accounts, providing valuable insights and recommendations that led to process optimizations and increased client satisfaction.
- Recognized for outstanding performance and awarded "Top Performer" three times in the past year for exceeding performance targets above 65%.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Hobbies and Interests
I enjoy traveling, listening to music and sharing a great meal with friends.
Disclaimer
I hereby declare that all the information furnished here is true to the best of my
knowledge & belief.
Timeline
Senior Customer Support Associate
Ienergizer BPO Pvt Ltd
07.2022 - 02.2024
Collections Specialist
IQOR Global Services Pvt Ltd
07.2021 - 04.2022
Bachelor in Arts (Economics) - Specialised Program in Finance And Business Principles.
KPT College
- Basics of Project Management
- Customer Service Certification
- Financial Analysis
- Fundamentals of Negotiation
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