SHIVAM SHARMA
Team Leader
Najafgarh
Summary
Dynamic and organized team leader with a proven ability to build positive rapport, inspire trust, and guide teams toward achieving organizational goals. Strong facilitator skilled in cross-departmental collaboration, effectively engaging with co-management and top-level leadership to drive initiatives forward. Recognized as an excellent trainer and mentor, dedicated to fostering professional growth and enhancing team performance. Committed to creating a collaborative environment that empowers individuals and aligns efforts with strategic objectives.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Project Coordinator (Team leader)
Fab Hotels India Pvt Ltd
10.2024 - 01.2026
- Prepared meeting agendas and minutes for distribution and record keeping.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Senior Executive - Customer Service
Teleperformance
10.2023 - 09.2024
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
Customer Service Representative
Webhelp India
06.2020 - 09.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
OI Digital India Pvt Ltd
03.2019 - 05.2020
- Worked for OI Digital India Pvt Ltd as a customer service representative in Ferns & petals process from March 2019 to May 2020.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Duty Manager Front office
ALMANAR HOTELS DUBAI
07.2018 - 02.2019
- Worked with ALMANAR HOTELS DUBAI as Duty Manager Front office since July 2018 to February 2019.
Executive Front office
ROSEATE HOUSE
01.2017 - 07.2018
- Worked with ROSEATE HOUSE, NEW DELHI as Executive Front office since January 2017 to July 2018.
Front Office Associate
GRAND NEW DELHI
06.2017 - 12.2017
- 6 months with GRAND NEW DELHI as Front Office Associate from June 2017 to December 2017.
Education
BBA - Business Administration And Management
Institute Glocal University
Saharanpur, India 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Customer relations
Timeline
Project Coordinator (Team leader)
Fab Hotels India Pvt Ltd
10.2024 - 01.2026
Senior Executive - Customer Service
Teleperformance
10.2023 - 09.2024
Customer Service Representative
Webhelp India
06.2020 - 09.2023
Customer Service Representative
OI Digital India Pvt Ltd
03.2019 - 05.2020
Duty Manager Front office
ALMANAR HOTELS DUBAI
07.2018 - 02.2019
Front Office Associate
GRAND NEW DELHI
06.2017 - 12.2017
Executive Front office
ROSEATE HOUSE
01.2017 - 07.2018
BBA - Business Administration And Management
Institute Glocal University
04.2001 -