RUPESH Sharma
Customer Experience
NEW DELHI
Summary
With 7 year of experience. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
1
1
Certification
2
2
Languages
Work History
Senior Customer Service Specialist
IEnergizer IT PRIVATE LIMITED
NOIDA
10.2019 - 12.2022
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Researched product locations at different facilities to arrange and coordinate drop shipments.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Promoted available products and services to customers during service, account management and order calls.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Accounts Care
TELEPERFORMANCE PRIVATE LIMITED
GURGAON
03.2016 - 01.2019
- Created plans and communicated deadlines to complete projects on time.
- Monitored company inventory to keep stock levels and databases updated.
- Exceeded goals through effective task prioritization and great work ethic.
- Successfully maintained clean, valid driver's license and access to reliable transportation.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Carried out day-to-day duties accurately and efficiently.
- Onboarded new temps by entering employee information into systems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Customer Service Representative
AEGIS PRIVATE LIMITED
GURGAON
08.2015 - 01.2016
- Provided primary customer support to internal and external customers.
- 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.
- Collected and analyzed customer information to prepare product or service reports.
- Recommended products to customers, thoroughly explaining details.
Education
BPTP PROGRAM -
IGNOU
NEW DELHIHigh School -
Guru Nanak Public School
New DelhiSkills
Coaching and mentoring
undefinedAccomplishments
- Collaborated with team of Number in the development of Project name.
- Documented and resolved Issue which led to Results.
- Achieved Result through effectively helping with Task.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of Number staff members.
- Achieved Result by introducing Software for Type tasks.
Certification
Delhi Computer Science Examination with 76%
Timeline
Senior Customer Service Specialist
IEnergizer IT PRIVATE LIMITED
10.2019 - 12.2022
Customer Accounts Care
TELEPERFORMANCE PRIVATE LIMITED
03.2016 - 01.2019
Customer Service Representative
AEGIS PRIVATE LIMITED
08.2015 - 01.2016
Delhi Computer Science Examination with 76%
01-2015
BPTP PROGRAM -
IGNOU
High School -
Guru Nanak Public School
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