Shachin Sharma
Kolkata
Summary
Dynamic professional with extensive experience at Capgemini Technology Services, excelling in customer service and ticket management. Proven ability to enhance client satisfaction through effective communication and cross-functional collaboration. Proficient in CRM software, with a strong focus on training and support, consistently achieving KPIs and optimizing service delivery.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Process Associate
Capgemini Technology Services India Ltd.
Kolkata
01.2023 - Current
- Efficiently communicated with customers through calls and emails, coordinating client interactions for optimal support.
- Skillfully raised tickets, ensuring thorough documentation of issues for prompt resolution.
- Maintained high-quality assurance while resolving customer service inquiries within set timelines.
- Proactively identified customer needs to improve overall service satisfaction.
- Effectively trained new hires on company protocols and software use for seamless integration.
- Accurately processed transactions, consistently meeting established completion timelines.
- Worked alongside cross-functional teams and SBU to optimize task execution and communication channels.
Senior Advisor
Concentrix Daksh Services India Pvt. Ltd.
Kolkata
09.2020 - 01.2023
- Resolved customer disputes in a timely and professional manner, resulting in increased customer satisfaction.
- Proficient in blended support, adeptly handling calls, chats, and emails to provide a seamless, multi-channel customer service experience, ensuring timely and effective issue resolution across all communication platforms.
- Consistently adhering to Key Performance Indicators (KPIs), ensuring optimal performance, high-quality service delivery, and achieving set targets with precision and efficiency.
Education
Bachelor of Arts -
BARRACKPORE RASTRAGURU SURENDRANATH COLLEGE
Barrackpore01.2018
Higher Secondary School Certificate - Science
DOUGLAS MEMORIAL HIGHER SECONDARY SCHOOL
Barrackpore01.2014
Skills
- CRM software proficiency (Oracle Service Cloud and Microsoft Dynamics 365)
- Microsoft Excel
- Customer service
- Ticket management
- Transaction processing
- Critical thinking
- Employee training and support
- Cross-functional collaboration
- Customer relationship management
- Document validation
- Client relationship management
- Report analysis
- B2B
Certification
- Business Communications Skills: Handling Clients and Customers, 06/24, Udemy
- Email Etiquette: Write More Effective Emails At Work, 06/24, Udemy
Accomplishments
- Visionary Award, Capgemini, 06/24
- Rising Star Award, Capgemini, 09/24
Timeline
Process Associate
Capgemini Technology Services India Ltd.
01.2023 - Current
Senior Advisor
Concentrix Daksh Services India Pvt. Ltd.
09.2020 - 01.2023
Bachelor of Arts -
BARRACKPORE RASTRAGURU SURENDRANATH COLLEGE
Higher Secondary School Certificate - Science
DOUGLAS MEMORIAL HIGHER SECONDARY SCHOOL
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