Sharad Singh Rathore

• Led a team to achieve an impressive 40% increase in customer satisfaction by providing effective coaching and mentoring. Ensured exceptional inbound connectivity of 98% for timely resolution of partner queries.
• Successfully elevated the Resolution SLA to over 95%, up from 65%, while consistently meeting First Response Time (FRT) and average talk time metrics.
• Strategically reduced Partner Support tickets by 35% through the strategic integration of self-service BOTs on the Freshbot, Freshdesk, and Freshchat platforms. This automation significantly enhanced the overall partner experience.
• Implemented a robust multi-level IVR system for inbound calls, resulting in a remarkable 98% inbound connectivity rate and an effective abandonment rate of less than 2%. This system streamlines call routing for prompt assistance.
• Conducted impactful training sessions that significantly improved customer service skills and deepened product knowledge among team members, leading to heightened query resolution and customer satisfaction.
• Collaborated closely with cross-functional teams to identify and eliminate process bottlenecks, effectively streamlining communication channels, and enhancing overall support efficiency.
• Demonstrated unwavering professionalism, consistently projecting a positive image to partners and stakeholders while exemplifying the company's core values.

• Managed cash-in-transit, ATM management, cash pick up, secure vaulting,transportation of bullion and payroll packaging and delivery
• Maintained a strong record of adherence to standard operating procedures andcompliance with relevant legal requirements
• Coordinated with various stakeholders to ensure timely and secure transportation ofvaluables
• Implemented effective risk management strategies to ensure the safety of employeesand assets.

Dropped out after 5 semesters. Completed coursework in circuit design, digital signal processing, and power systems analysis Worked on a team project to design and build a remote-controlled car with wireless communication capabilities