Krishna Sharma
Pune
Summary
Personable and dedicated Customer Service Representative with extensive experience in B2C and B2B industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Kohler India Technical Centre
Pune
12.2022 - 02.2024
- Provided prompt and courteous service to customers via phone, email, and chat.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Ensured that all customer queries were handled quickly and professionally.
- Contacted supervisor immediately when issues required escalation to avoid lost revenue.
- Delivered continuous training to associates to maximize performance and customer relations skills.
Senior Customer Relationship Executive
Europer Perfumes India Pvt. Ltd.
Gurgaon
04.2018 - 12.2021
- Coordinated with sales teams to identify customers needs and develop plans for addressing them.
- Monitored customer interactions across multiple channels to identify areas of improvement.
- Provided training and guidance to junior team members on best practices in customer relations management.
- Developed processes for resolving escalated customer issues quickly and efficiently.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Managed online help desk tickets from creation to resolution.
- Trained new employees on the use of internal software applications.
Practitioner
Concentrix (Virgin Media)
Pune
05.2016 - 02.2017
- Provided technical assistance to customers through phone, email and chat support.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Participated in special projects as assigned by management team.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
HSC -
Mumbai Hindi Vidyapeeth
03-2016
SSC -
Mumbai Hindi Vidyapeeth
01-2015
Skills
- Customer Relationship Management
- Account Management
- Customer Retention
- Payment Management
- Technical Support
- LAN/WAN
- Complaint Resolution
- Remote Support
- SAP
- Salesforce
- Service Now
Accomplishments
- Led a team of 25 executives at Europer Perfumes, overseeing attendance, performance management, and goal achievement.
- Spearheaded daily objective setting and ensured team alignment with company goals.
- Successfully motivated and guided a team of 25, driving performance and exceeding targets.
Certification
- Mastered Outlook Desktop (Microsoft 365), demonstrating proficiency in email management and organizational tools.
- Boosted data analysis and spreadsheet skills with Excel Essential Training (Microsoft 365), improving efficiency and accuracy.
- Equipped to handle challenging customer interactions with Certification in Dealing with Upset Customers,fostering positive resolutions.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Customer Service Executive
Kohler India Technical Centre
12.2022 - 02.2024
Senior Customer Relationship Executive
Europer Perfumes India Pvt. Ltd.
04.2018 - 12.2021
Practitioner
Concentrix (Virgin Media)
05.2016 - 02.2017
HSC -
Mumbai Hindi Vidyapeeth
SSC -
Mumbai Hindi Vidyapeeth