Protima Sharma
Noida,UP
Summary
Proven performer in customer support, I excelled at EXL Services Private by leveraging quick typing and empathy to enhance customer satisfaction. Demonstrated adaptability and CRM software proficiency, achieving top rankings in key metrics. Skilled in complaint resolution and maintaining professionalism under pressure, I consistently exceeded performance standards at Iksula Services on the Etsy Ecommerce Platform.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Driven Chat support role with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
18
18
years of professional experience
Work History
Chat Support Executive
Iksula Services ( Etsy Ecommerce Platform )
Okhla, New Delhi
12.2020 - Current
- Ensured seamless handovers of unresolved issues to other teams, providing thorough documentation for follow-up actions.
- Maximized first contact resolution rates by utilizing available resources and escalating complex issues when necessary.
- Managed multiple chat windows simultaneously while maintaining attention to detail and accuracy in responses.
- Streamlined response times for customer inquiries through efficient multitasking and prioritizing tasks.
- Reduced customer complaints by addressing concerns proactively and offering timely solutions.
- Demonstrated adaptability in handling diverse customer inquiries across various channels such as email, phone calls, and social media platforms.
- Maintained high-quality service standards by consistently meeting or exceeding performance metrics.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
Call Center Executive, Email Support
EXL Services Private
Godda
04.2006 - 04.2009
- Streamlined internal processes via proactive feedback on operational inefficiencies, driving continuous improvement efforts within the center.
- Exceled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Demonstrated adaptability when faced with rapidly changing priorities or challenging situations, ensuring seamless operations at all times.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Education
Bachelor of Science - Maths
St Francis College
Hyderabad, India03.1996
Skills
- Quick Typing
- Language Fluency
- Empathy Display
- CRM Software Familiarity
- Schedule Management
- Customer Service
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Complaint resolution
- Billing Adjustments and Refunds
- Customer Relations
- Product and service knowledge
Timeline
Chat Support Executive
Iksula Services ( Etsy Ecommerce Platform )
12.2020 - Current
Call Center Executive, Email Support
EXL Services Private
04.2006 - 04.2009
Bachelor of Science - Maths
St Francis College