Sahil Sharma
Faridabad
Summary
Experienced BPO professional with 6+ years in business process operations, currently working as a Payment Specialist at Genpact handling long-term care insurance reimbursements.
An effective communicator with excellent relationship building and interpersonal skills. Strong analytical, problem solving & organizational abilities. Able to work independently, with self-motivation skills and strong communication, interpersonal, presentation skills. Enabled with strategic & analytical thinking.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Payment Specialist
Genpact
Gurugram
02.2025 - Current
- Processed and verified invoices for long-term care insurance reimbursement claims.
- Reviewed insured invoices, receipts, and supporting documents for accuracy and policy compliance
- Ensured timely reimbursement by validating claim details against coverage guidelines.
- Used PEGA and Calypso systems for claim tracking, invoice validation, and workflow management.
- Identified discrepancies and coordinated with insured members and their families to ensure smooth and timely reimbursement.
- Maintained high accuracy while meeting turnaround time (TAT) and quality benchmarks.
Senior Technical Support Advisor
Concentrix
Gurugram
05.2022 - 02.2025
- Identified, researched, and resolved technical and customer service issues efficiently through online chat channels.
- Responded to customer inquiries in a timely manner while adhering to issue resolution guidelines and quality standards.
- Identified and executed upselling opportunities during service interactions without impacting customer experience.
- Educated customers on enhanced plans, features, and device benefits to drive retention and revenue while consistently maintaining customer satisfaction (CSAT) standards.
- Maintained strong customer relationships while consistently meeting quality benchmarks.
Customer Service Associate
Teleperformance Pvt. LTD
Gurugram
03.2019 - 03.2022
- Demonstrated active listening skills during calls while responding to customer questions and complaints.
- Explained product benefits, features, and recommendations to maximize client retention.
- Supported customer service goals and strengthened relationships through friendly, knowledgeable, and positive communication.
- Escalated unresolved customer issues to the appropriate department or manager for timely resolution.
Education
Bachelor of Computer Science -
MDU UNIVERSITY
08.2020 - 06.2023
Diploma - Automobile
HBSTE
07.2012 - 06.2015
10th Grade -
Holy Child Public School
Faridabad 03.2010 - 05.2011
Skills
- Soft Skills: Patience Self-Control Positive Attitude Persistence Proactive Listening Quick Thinking Curiosity Willingness to Learn
- Technical / Product Skills: Effective Reading Product Knowledge Customer Issue Resolution Online Chat Support Upselling & Retention
Accomplishments
- Teleperformance
Recognized by managers and customers through appreciation emails for efficiently handling customer processes and ensuring a smooth service experience.
- Concentrix
Provided support and mentorship to junior team members for 8 months, guiding them on effectively handling customer queries over chat.
Served as Temporary Team Leader for 3 months during the team leader’s absence, managing team operations and monitoring chat interactions to ensure service quality and productivity.
Languages
- English
- Punjabi
- Hindi
Personal Information
- Father's Name: Navjeet Sharma
- Mother's Name: Anu Sharma
- Date of Birth: 02/11/95
- Gender: Male
- Nationality: Hindu
Timeline
Payment Specialist
Genpact
02.2025 - Current
Senior Technical Support Advisor
Concentrix
05.2022 - 02.2025
Bachelor of Computer Science -
MDU UNIVERSITY
08.2020 - 06.2023
Customer Service Associate
Teleperformance Pvt. LTD
03.2019 - 03.2022
Diploma - Automobile
HBSTE
07.2012 - 06.2015
10th Grade -
Holy Child Public School
03.2010 - 05.2011