Sharniya Indriyas
New Delhi
Summary
- Representative with over 2 years of experience in non-voice and backend operations, specializing in email and chat support. Currently working at Concentrix Pvt Ltd, handling customer queries regarding online purchases, and mentoring junior team members.
- Committed to fostering teamwork and delivering exceptional service in fast-paced environments. Recognized for boosting customer retention and exceeding KPIs through effective multitasking, and a calm demeanor under pressure.
- Previously worked at EXL Pvt Ltd as a Data Entry Executive, managing insurance claims processing with high accuracy.
- Skilled in multitasking, documentation, and resolving complex customer issues. Known for strong communication skills, attention to detail, and a proactive attitude. Currently pursuing a Master’s degree in English, with a background in the arts and humanities.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
CONCENTRIX/CONVERGYS
DELHI NCR
08.2023 - Current
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Maintained up-to-date knowledge of product and service changes.
Data Entry Administrator
EXL PVT. LTD.
NOIDA, DELHI NCR
02.2022 - 10.2022
- Ensured meticulous handling of insurance claims processing at EXL Pvt. Ltd.
- Skilled in multitasking, documentation, and resolving complex customer issues.
- Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.
- Improved data accuracy by meticulously verifying and correcting information during entry.
- Managed large volumes of complex information, ensuring that all records were properly stored in appropriate databases.
Tutor
Self Employeed
New Delhi
07.2018 - 11.2021
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Assisted students in developing essential study skills, leading to improved time management and academic success.
Education
Master Of Arts - English Language And Literature
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
Bachelor Of Arts - Humanities
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
06.2021
High School Diploma - Humanities
BALWANTRAY MEHTA VIDHYA BHAVAN
GK 2 NEW DELHI06.2016
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Live chat support
- Email management
- Teamwork and collaboration
- Computer skills
- Calm and professional under pressure
Timeline
Senior Customer Service Representative
CONCENTRIX/CONVERGYS
08.2023 - Current
Data Entry Administrator
EXL PVT. LTD.
02.2022 - 10.2022
Tutor
Self Employeed
07.2018 - 11.2021
Master Of Arts - English Language And Literature
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
Bachelor Of Arts - Humanities
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
High School Diploma - Humanities
BALWANTRAY MEHTA VIDHYA BHAVAN