Rahul Sharma
New Delhi
Summary
Adept at elevating customer experiences, I leveraged my expertise in escalation management and active listening to mentor junior staff and enhance satisfaction levels at Wipro. Specializing in CRM utilization and market trend analysis, I significantly contributed to process improvements and strategic client portfolio advisories, showcasing a blend of technical proficiency and interpersonal finesse. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
2
2
years of professional experience
Work History
Senior Customer Service Representative
Wipro
06.2022 - 06.2024
- Mentored junior team members, contributing to their professional development and overall team success.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Oversaw payroll processing tasks such as timesheet approvals, deductions management, and tax filing preparation in a timely manner with a high degree of accuracy.
- Managed benefits administration, ensuring timely enrollment of eligible employees in health insurance plans while maintaining compliance with regulations.
- Conducted thorough research on market trends to provide well-informed recommendations for clients'' 401K portfolios.
- Provided exceptional customer service through proactive communication about account updates, market news, or regulatory changes that may impact clients'' investments.
- Served as primary point of contact between employees and insurance providers, efficiently resolving any discrepancies or concerns that arose during claim processing or other transactions.
- Collaborated with payroll department to ensure accurate and timely deductions for employee health benefit contributions.
Education
Bachelor of Arts - Humanities
Motilal Nehru College (DU)
New Delhi, India 04.2001 -
High School Diploma -
Sahoday School
New Delhi, India 04.2001 -
Skills
Customer Support
Languages
English
Hindi
Hobbies
In my spare time I enjoy meeting up with my friends and family, Binge watch and playing football on a weekly basis
Timeline
Senior Customer Service Representative
Wipro
06.2022 - 06.2024
Bachelor of Arts - Humanities
Motilal Nehru College (DU)
04.2001 -
High School Diploma -
Sahoday School
04.2001 -
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