Shubham Sharma

Roles & Responsibilities

• Managed complex customer escalations, delivering resolutions that improved customer satisfaction and retention.
• Coached agents through process steps, troubleshooting, and policy interpretation.
• Reviewed team output and contributed to improvements in productivity, quality, and customer satisfaction.
• Facilitated knowledge-sharing discussions and communicated process changes across team.
• Supported onboarding and training activities for new team members on guidelines and standard operating procedures.
• Contributed to team performance in achieving quality, customer satisfaction, productivity, and turnaround time targets through process enhancements.
• Contributed to customer experience improvement and CSAT support.
• Supported team in meeting key performance indicators (KPIs) for quality and customer satisfaction, driving overall team success.

• Analyzed product data to identify optimization opportunities that enhanced performance.
• Monitored discrepancies in feeds and resolved them for seamless data alignment.
• Created regular performance reports and presentations for client account, distributing insights via email.
• Addressed account concerns and provided guidance on effective resolutions.

• Identified client needs and delivered clear, straightforward solutions to enhance satisfaction.
• Troubleshot technical issues for clients and answered queries efficiently, ensuring professional communication.
• Managed several clients at once while maintaining accuracy and quality.
• Kept product knowledge current and maintained accurate records of client interactions, issues, and resolutions.
• Addressed inquiries from team members and provided guidance to support their success.