Sagar Sharma
Gurgaon
Summary
Experienced Senior Customer Service Representative bringing 12+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
12
12
years of professional experience
Work History
Senior Process Trainer
Admiral Solutions (EUI Limited)
06.2022 - Current
- To work closely with the frontline staffs to help simplify the service and improve customer's journey.
- To evaluate training needs, to design and deliver department training packages.
- Consistent alignment with operations by auditing calls, understanding needs, conducting refresher training to improve service principles & Product Knowledge.
- Demonstrating innovation in training by carrying floor requirement into classroom training including Virtual.
- Proactively best practices ideas from across locations to add value, contributes to process improvements and innovation in the training function.
- Providing support to staffs on V&A and Soft Skills to make efficient service.
- Maintaining MIS and data as per training.
- To adhere to the Training department's core values.
- Monitor call/webchat/emails with an aim to assess and monitor soft skills, communication skills along with process and compliance parameters.
- Provide Training, coaching & feedback to enhance staff performance.
- Analyse audit, communication & process related data. Prepare & Implement action plans.
- Analyse Coaching / Training needs of the staff & support them in delivery.
- Participate in calibrations to ensure consistent scoring & feedback delivery approach.
- Support floor Training Initiatives: Resolution & Communication /Vitality Trainings etc.
- Develop Action plans and report out the improvement process.
- To lead, motivate, support and inspire delegates and those around them, setting positive example using Admirals Values and Culture.
Senior Customer Care Representative
Admiral Solutions (EUI Limited)
04.2014 - 05.2022
- The customers we deal with are our current policy holders who already have an insurance policy with us.
- Offering assistance and guidance to customers, helping them navigate through any issues they might face.
- Listening empathetically to customer complaints, investigating the issues, and finding appropriate solutions to resolve their concerns.
- Taking frontline & escalation calls/webchat/Email/reports to ensure adequate understanding on trends and customers' requirements.
- Adequate understanding of Procedure Guides and Knowledge tools.
- Make suggestions on process improvements based on trends.
- Delivering Process based trainings.
- Adhering to login schedules- Individual and Team.
- Ensuring Individual and Team stats contribute to Team & Site goals.
- Driving daily team meetings to cover procedural updates.
- Referral support for frontline staffs.
- Call Monitoring for team members.
- Timely coaching and feedback to the team based on Call Monitoring, SMS feedback and Complaints.
- Training need analysis and make recommendations on teams' training requirements on a timely manner.
- Mentoring the team members to drive performance.
- Decision making as and when needed.
- Ensuring all guidelines are adhered to by the team.
- Performing audits and checks as required.
- Driving timely completion of all mandatory trainings within the team.
Senior Customer Service Executive
Ienergizer
05.2012 - 03.2014
- Answered average of 150 calls per day, addressing customer inquiries, solving problems and providing product information about credit cards (US based Customers).
- Delivered prompt service to prioritize customer needs.
- Met all customer call guidelines including service levels, handle time and productivity.
- Meticulously maintained customer account information database by accurately updating and cancelling customer accounts.
Customer Care Executive
Amvrin Systems Pvt Ltd
06.2011 - 05.2012
- Conferred with customers about concerns with products or services to resolve problems and drive sales for International calling cards.
- Addressing customer inquiries promptly and professionally, whether they're about products, services, or account-related matters.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Took ownership of customers issues to follow problems through to resolution.
- Collected customer information and analysed customer needs to recommend potential products or services.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offering technical assistance to customers who encounter difficulties with products or services, troubleshooting problems, and guiding them through solutions.
- Processing payments, refunds, and exchanges, ensuring accuracy and adherence to established procedures.
- Updating and maintaining accurate customer information and interactions in the company's database or CRM system.
- Identifying opportunities to suggest additional products or services that align with customers' needs and preferences.
Education
Higher Secondary Certificate (HSC) -
Sandipani Jr College
Nagpur, Maharashtra05.2011
Secondary School Certificate (SSC) -
Bishop Cotton School
Nagpur, Maharashtra05.2009
Skills
- Customer Satisfaction
- Customer Relations
- Coaching and Mentoring
- Customer Support
- Complaint Resolution
- Call Auditing
- Staff Training
Accomplishments
- Awarded as a 'Top Performer' for the best Customer Service for consecutive 2 years (2017-2018 and 2018-2019) at Wales, Cardiff.
- Got appreciation and awarded by David Stevens (Ex CEO) for the Award - Going Extra Miles.
- Awarded for best 'Customer Support function' in the Top 10 Awards at cardiff, UK
- Rewarded monthly 'Star Performer of the month' for best Customer Service and Customer Comments.
Languages
English
Hindi
Timeline
Senior Process Trainer
Admiral Solutions (EUI Limited)
06.2022 - Current
Senior Customer Care Representative
Admiral Solutions (EUI Limited)
04.2014 - 05.2022
Senior Customer Service Executive
Ienergizer
05.2012 - 03.2014
Customer Care Executive
Amvrin Systems Pvt Ltd
06.2011 - 05.2012
Higher Secondary Certificate (HSC) -
Sandipani Jr College
Secondary School Certificate (SSC) -
Bishop Cotton School
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