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
Status updates
Customer Relations
Staffing oversight
Company branding
Order management
Telephone etiquette
Interpersonal communications
Interdepartmental communication
Sales expertise
Staff education and training
Money handling abilities
Retail materials management
Strategic sales knowledge
Warehousing functions
Training development aptitude
Order fulfillment
CRM
POS systems expert
Complaint resolution
International sales support
Service standard compliance
Report preparation
Professional telephone demeanor
Receiving support
Retail store support
Multi-line phone talent
Account management
Key holder experience
Recordkeeping strengths
Accomplishments
- 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