LALIT SHARMA
Subject Matter Expert
New Delhi
Summary
Being a Team Leader, well-qualified to manage the day-to-day planning and operations of your team. This includes making sure that each of your teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs).
A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, I'm able to get my team to deliver a superior customer experience - which is the main thrust of your department.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Subject Matter Expert
Primemover Mobility Technologies Pvt Ltd
Gurugram
10.2022 - Current
- Team of 15 agents assigned under my name, reporting directly to Assistant Manager.( Team Leader)
- Monitor Team performance and activity through KPI’s and published metrics.
- To substitute Assistant Manager in their absence on the floor.
- Trained new personnel regarding company operations, policies and services.
- Acts as an escalation point for resolving the most difficult customer issues.
- Monitor work quality and adherence to process through performing fort-night dip checks on emails, conducting Process Knowledge test twice a month.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- To clear the assist queue on a daily basis and provide feedback to team members.
- Auditing calls, tickets audits and call listening sessions on daily basis and working on AOI's to improve performance of support agents.
- To work on process improvements and instigate sharing of best practices across the team.
- Collecting Data on Excel and sharing to relevant departments with AOI.
- Able to get highest team scores, all the months in monthly team CSAT/DSAT scores.
Senior Internal Sales Representative
Prime Mover Mobility Technologies Pvt. Ltd ( Revv Self Drive Cars)
Gurugram
03.2022 - 10.2022
- Senior Internal Sales Representative.
- Promoted for limited time to get collect insights and assist VP for increase in Business Revenue.
- Sales target of INR 1 lakh per day was till March 2022..
- Shared insights, worked on data and leads for 6 Month.
- Managed to increase and set the sales target to INR 2 Lakhs per day.
- Answered customers' questions regarding products, prices, and availability.
- Managed friendly and professional customer interactions.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Used CRM software to maintain detailed contact logs and account records.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
Customer Support Executive
Prime Mover Mobility Technologies Pvt. Ltd. ( Revv Self Drive Cars)
Gurugram
09.2020 - 03.2022
- Listened to customers' questions and concerns to provide answers or responses.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Understand customer's query and concern and analyzed customer needs to recommend potential help or support.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Tracked customer service cases and updated service software with customer information.( Microsoft Excel)
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Business Consultant
Mrmmbs Vision Pvt Ltd
New Delhi
05.2019 - 06.2019
- Project Coordination.
- Generate New Business and Revenue.
- Maintain Good Customer Relationship.
- Coordination between Customer and Operations.
- Retain Old Customer.
Education
B-TECH - Computer Science
Manav Rachna International University
Haryana 03.2013 - 03.2017
12th Standard - Science Education
Air Force Senior Secondary School
New Delhi 03.2012 - 03.2013
Skills
Microsoft Excel
Client retention
Report preparation
CRM
Administrative support
Creative problem solving
Employee Evaluation
Key performance indicators
Organization and Time Management
Decision-Making
Cultural Awareness
Staff education and training
Daily workflow improvement
Technical Support
Service standard compliance
Teamwork and Collaboration
Multitasking Abilities
Dependable and Responsible
G-Suite
Planning and Coordination
Written Communication
Verbal and written communication
Timeline
Subject Matter Expert
Primemover Mobility Technologies Pvt Ltd
10.2022 - Current
Senior Internal Sales Representative
Prime Mover Mobility Technologies Pvt. Ltd ( Revv Self Drive Cars)
03.2022 - 10.2022
Customer Support Executive
Prime Mover Mobility Technologies Pvt. Ltd. ( Revv Self Drive Cars)
09.2020 - 03.2022
Business Consultant
Mrmmbs Vision Pvt Ltd
05.2019 - 06.2019
B-TECH - Computer Science
Manav Rachna International University
03.2013 - 03.2017
12th Standard - Science Education
Air Force Senior Secondary School
03.2012 - 03.2013