Sharaddha Varma
Senior Customer Service Representative
Mumbai,MH
Summary
Dynamic Senior Customer Service Representative with a proven track record at FedEx Express, excelling in escalation management and customer support. Recognized for enhancing operational efficiency through process improvements and delivering high first-call resolution. Adept at team leadership and coaching, fostering a culture of excellence and client satisfaction.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
LRQA Inspection Services India LLP
03.2022 - Current
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Identified and implemented improvements in administrative processes and operational workflows, enhancing efficiency and compliance within the team.
- Partnered with coordinators and managers to successfully deploy new administrative procedures, ensuring a smooth transition and team adoption.
- Planned, evaluated, and processed documentation, data, and task activities in alignment with local business requirements and strict deadline adherence.
- Reviewed and analyzed operational data to generate management reports and performance statistics, identifying process gaps, and recommending corrective actions.
- Acted as a primary escalation point for complex internal and external client queries, delivering timely resolutions, and strengthening stakeholder relationships.
- Coached and mentored team members to drive knowledge sharing, improve performance standards, and ensure consistent service quality.
- Ensured all activities were executed in accordance with internal policies, contractual obligations, cost structures, and budgetary guidelines.
- Contributed to risk mitigation by identifying process failures and implementing preventive controls to maintain service excellence.
Senior Customer Service Representative
FedEx Express Pt. Ltd
11.2018 - 03.2022
- Delivered exceptional end-to-end customer support by managing shipment inquiries and providing accurate, real-time tracking, and logistics information.
- Managed complex trade operations from booking initiation through final settlement, ensuring compliance, accuracy, and timely resolution.
- Coordinated international shipment bookings via email, and maintained proactive follow-ups to ensure smooth dispatch and delivery.
- Resolved customer accounting and billing discrepancies efficiently, reducing escalations, and improving client satisfaction.
- Led and successfully completed monthly process improvement projects, enhancing operational efficiency and service quality.
- Conducted onboarding and training sessions for new hires, improving team productivity and service standards.
- Independently managed and executed projects from initiation to completion, demonstrating strong ownership and leadership capabilities.
Senior Retention Executive
Justdial
08.2016 - 10.2018
- Spearheaded client retention initiatives by proactively engaging customers, understanding business needs, and ensuring continued subscription and service utilization.
- Delivered high first-call resolution (FCR) by effectively addressing client queries, minimizing repeat contacts, and enhancing customer satisfaction.
- Monitored and managed inbound transaction queues, ensuring all cases were processed within defined Service Level Agreements (SLAs).
- Cleared pending, rejected, and aging transactions with 100% accuracy, maintaining operational efficiency, and reducing backlog risks.
- Maintained and updated monthly MIS reports with accurate transaction data, supporting performance tracking and management decision-making.
- Built strong client relationships through consultative guidance on optimizing services, contributing to improved renewal rates and revenue retention.
- Coordinated with internal departments to resolve escalations and ensure seamless service delivery.
Education
Master of Human Resource Management - Human Resources Management
Mumbai Univercity
Mumbai, India 04.2001 -
Bachelor of Commerce (B.Com) - Accounting And Finance
Vartak College
Mumbai, India 04.2001 -
Higher Secondary School -
St. Aloysuis High School
Mumbai, India 04.2001 -
Secondary School -
St. Aloysuis High School
Mumbai, India 04.2001 -
Skills
Customer support
Escalation management
Communication & Interpersonal Skills
Problem-Solving & Decision-Making
Conflict Resolution & Complaint Handling
CRM Systems & Transaction Management
Team Leadership & Coaching
Time Management & Multitasking
Quality Assurance & Performance Monitoring
Timeline
Senior Customer Service Representative
LRQA Inspection Services India LLP
03.2022 - Current
Senior Customer Service Representative
FedEx Express Pt. Ltd
11.2018 - 03.2022
Senior Retention Executive
Justdial
08.2016 - 10.2018
Master of Human Resource Management - Human Resources Management
Mumbai Univercity
04.2001 -
Bachelor of Commerce (B.Com) - Accounting And Finance
Vartak College
04.2001 -
Higher Secondary School -
St. Aloysuis High School
04.2001 -
Secondary School -
St. Aloysuis High School
04.2001 -
Extra-Curricular Activities
- Participated in a marathon supporting cancer awareness and patient welfare initiatives.
- Enjoy trekking and exploring nature, demonstrating resilience and adaptability.
- Enthusiastic about dancing, which enhances creativity, energy, and self-expression.
- Enjoy listening to music, supporting relaxation, focus, and stress management.
- Actively participate in team-based and social activities that strengthen interpersonal skills.