Shivam Mishra
Nallasopara
Summary
Dedicated professional with a strong focus on customer service and team management. Proven track record in issue resolution and operational coordination, committed to enhancing customer satisfaction. Results-driven assistant manager with experience in team leadership and employee training. Skilled in operational coordination and effective communication, with a commitment to resolving customer inquiries and improving team performance. Dynamic assistant manager with expertise in customer service and team management. Known for exceptional issue resolution and training development, ready to leverage skills to enhance operational efficiency and drive team success.
Overview
3
3
years of professional experience
Work History
Assistant Manager
Kotak Mahindra Prime Ltd.
Mumbai
04.2025 - Current
- Assisted in managing daily operations and team performance.
- Implemented training programs for new employees on company policies.
- Handled customer inquiries and resolved issues with professionalism.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained up-to-date knowledge of company products and services.
- Monitored employee attendance records, timekeeping, and payroll information.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Coordinated with other departments to ensure smooth flow of operations.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Senior Customer Care Representative
Conneqt Buusines Solution ( Kotak Mahindra Prime Ltd. )
Mumbai
09.2023 - 04.2025
- Encouraged staff members' professional development through mentoring activities.
- Maintained up-to-date knowledge of all products offered by the company in order to provide detailed answers to customers' questions or concerns.
- Provided feedback on customer complaints, inquiries, and suggestions to management for improvement.
- Utilized CRM software systems such as Salesforce or Zendesk to log interactions with customers.
- Assisted customers with product inquiries and service issues.
- Provided clear communication to enhance customer satisfaction.
- Managed customer accounts using CRM software effectively.
- Resolved complaints through active listening and empathy.
- Trained new representatives on company policies and procedures.
- Participated in weekly meetings with other senior managers regarding progress made on various projects related to improving the customer experience.
- I was handling the team and managing the floor.
- I was taking senior escalation calls.
- I also have to do cross-selling for our products.
- I am also supposed to do email matrix cases, as well as portal matrix (social media).
- Handling the whole team and helping them to achieve their targets.
- I am supposed to give training for new employees who joined the process.
Sales Executive
Quess Corp Ltd. ( Axis Bank )
Mumbai
05.2023 - 09.2023
- I increased the sales of credit cards and CASA for branches, as I was in branch banking.
- Also, I have to maintain customer relations for better opportunities.
- Also, I have to provide service support for all the CM.
- Has to give additional details apart from our product, as it's branch banking.
Education
B.Com - Commerce
University Of Mumbai
Mumbai04-2022
Skills
- Customer service
- Team management
- Employee training
- Operational coordination
- Customer relationship management
- Issue resolution
- Active listening
- Effective communication
- Time management
- Sales support
- Training development
- Cost control
- Team leadership
- Team motivation
- Customer service and satisfaction
- Verbal and written communication
Languages
English
Intermediate (B1)
B1
Hindi
Upper Intermediate (B2)
B2
Marathi
Intermediate (B1)
B1
Timeline
Assistant Manager
Kotak Mahindra Prime Ltd.
04.2025 - Current
Senior Customer Care Representative
Conneqt Buusines Solution ( Kotak Mahindra Prime Ltd. )
09.2023 - 04.2025
Sales Executive
Quess Corp Ltd. ( Axis Bank )
05.2023 - 09.2023
B.Com - Commerce
University Of Mumbai