Shubham Sharma

• Auditing chats/ calls on AHT, C-sat and Quality and giving coaching to team mates to improve performance
• Trained and supervised team of customer service representatives in providing quality service to customers.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Evaluated customer service staff performance and provided constructive feedback.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Doing regular call audits and coaching team mate to improve c-sat and Quality to improve their scores.
• Doing real time monitoring and Helping WFM team for meeting Service level.
• Checking AHT on real time by bay walking and maintaining break management
• preparing weekly roaster for the entire span by collecting preferences of team mates and sending to WFM team to get it approved.

● To receive inbound calls and Understand Customer issues for their computer and other communication Devices

● Help them by providing our service tools and Software - To educate them about computer maintenance

● To maintain the data for previous Customers & upsell Practices. To receive inbound calls and Understand Customer issues and resolve them over the phone & email.

● Help them by providing our service, take care Billing issues & retention ● To educate them about computer maintenance

● To maintain the data for previous Customers & up sell Practices,