Sumit Sharma
Team Leader - C.S & Ops
Gurgaon
Summary
7+ years of experienced and results-driven Customer Service Team Leader with a passion for ensuring customer satisfaction and product excellence. Adept at leading cross-functional teams to deliver exceptional support services and drive product improvements. Skilled in optimizing resources, and enhancing overall customer experience.
Overview
7
7
years of professional experience
Work History
Snr. Support Specialist-Lightricks
India Israel Innovation Hub
03.2023 - 05.2025
- Led a team of 14- 15 support specialists, ensuring SLA adherence, high CSAT, and daily operations.
- Enhanced product support efficiency by streamlining processes and implementing new strategies.
- Determined customers' needs and desires by specifying research needed to obtain market information.
- Collaborated with cross-functional teams to identify areas for product improvements based on customer feedback.
- Reduced customer complaints by improving communication between support teams and customers.
- Established clear performance metrics for product support team, driving accountability and continuous improvement.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Enhanced team productivity by implementing new ticketing system to streamline support requests.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Snr. Team Leader - CS
PayU Payments Private
01.2022 - 02.2023
- Individually managed a portfolio of 48 - 50 merchant accounts, ensuring smooth operations, timely issue resolution and client satisfaction.
- Effectively liaised with merchants to ensure seamless service provision from PayU, fostering strong relationships and minimizing operational disruptions.
- Implemented cross-selling strategies to promote additional products and services to merchants, contributing to their business expansion while driving revenue growth for PayU.
- Prioritized customer satisfaction (C-sat) metrics, implementing strategies to enhance customer experience and boost overall productivity.
- Conducted regular meetings with merchants to negotiate commercial terms in alignment with their budgetary constraints and business objectives.
- Maintained meticulous records and consistently met or exceeded set targets, demonstrating a commitment to achieving organizational goals.
Team Lead - C.S & Ops
Cashify
10.2019 - 01.2022
- Led a team of 25 to 27 members across multiple LOB's: 10+ on Voice Support, 8-10 on Email Support and 6-7 on Whatsapp Support.
- Managed CEO escalations, ensuring timely resolution and effective communication to uphold organizational reputation and stakeholder satisfaction.
- Maintained high levels of customer (C) and dealer (D) satisfaction through proactive measures and strategic initiatives.
- Provided comprehensive product training sessions to onboard new team members, equipping them with necessary skills and knowledge to excel in their roles.
- Maintained accurate records of work activities and outcomes, facilitating informed decision-making and performance evaluation.
- Conducted audits and conducted teach-back sessions for team to reinforce best practices and ensure compliance with organizational standards.
- Managed warranty claim cases nationwide, overseeing process from initiation to resolution to uphold brand integrity and customer trust.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Customer Support Executive
Teleperformance
04.2018 - 09.2019
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Reduced response times with effective prioritization of tasks and efficient time management skills.
- Assisted in the development of training materials for new hires, improving overall team competency levels.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Education
Bachelor of Science - Physics And Maths
Shivgyan Degree College
Skills
- Deliverables coordination
Interests
Traveling
Cooking
Vlogging
Personal Information
- Date of Birth: 06/04/98
- Nationality: Indian
- Marital Status: Single
Timeline
Snr. Support Specialist-Lightricks
India Israel Innovation Hub
03.2023 - 05.2025
Snr. Team Leader - CS
PayU Payments Private
01.2022 - 02.2023
Team Lead - C.S & Ops
Cashify
10.2019 - 01.2022
Customer Support Executive
Teleperformance
04.2018 - 09.2019
Bachelor of Science - Physics And Maths
Shivgyan Degree College
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