Zendesk
Sumit Sharma
Customer support manager
Gurgaon,HR
Summary
Experienced Customer Support Manager bringing 6+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
Work History
Customer Support Manager
India Israel Innovation Hub
03.2023 - Current
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Built and managed processes for tracking and monitoring department performance.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Key Account Manager
PayU Payments Private
01.2022 - 02.2023
- Monitored service after sale and implemented quick and effective problem resolutions.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Negotiated prices, terms of sales and service agreements.
- Strengthened client relationships through regular communication and effective problem solving.
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Contributed to team objectives in fast-paced environment.
- Built relationships with customers and community to promote long term business growth.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Assistant Customer Service Manager
Cashify
10.2019 - 01.2022
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
- Took ownership of customer issues and followed problems through to resolution.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Followed through with client requests to resolve problems.
- Responded to customer calls and emails to answer questions about products and services.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained and managed customer files and databases.
Customer Support Executive
Teleperformance
04.2018 - 09.2019
- Supported sales efforts through upselling products or services when appropriate during customer interactions, contributing to revenue growth.
- Contributed to the implementation of new support software systems, optimizing workflows for better efficiency.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Applied effective time management techniques to meet tight deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Education
Bachelor of Science - Physics And Maths
04.2001 -
Skills
Deliverables coordination
Vendor Relationship Management
Operational Reporting
Professionalism
Microsoft Office
Empathy and patience
Staff Management
Customer Satisfaction Evaluation
Process Improvement
Call Center Management
Problem-Solving
Time management abilities
CRM software expertise
Software
Kapture
Salesforce
Interests
Playing volleyball
Cooking
Listening punjabi music and dancing
Timeline
Customer Support Manager - India Israel Innovation Hub
03.2023 - Current
Key Account Manager - PayU Payments Private
01.2022 - 02.2023
Assistant Customer Service Manager - Cashify
10.2019 - 01.2022
Customer Support Executive - Teleperformance
04.2018 - 09.2019
Shivgyan Degree College - Bachelor of Science, Physics And Maths
04.2001 -