Sumit Sharma
Gurugram
Summary
Dynamic Chat/Email and Back Office Assistant at Concentrix, recognized for achieving high customer satisfaction through innovative solutions and exceptional service. Skilled in process improvement and relationship management, I excelled in training new team members and enhancing workflows, driving operational efficiency and fostering a positive customer experience.
Overview
4
4
years of professional experience
Work History
Chat/Email and Back Office Assistant
Concentrix
Gurugram
11.2021 - 12.2025
- Achieved high customer satisfaction rates through exceptional service and innovative solutions.
- Managed customer inquiries through email and phone communications.
- Trained new representatives on email protocols and customer service best practices.
- Planned and led daily huddles, informing customers of application changes and offers.
- Advised back office and escalation teams, leading to streamlined operations.
- Verified information accurately and updated databases to maintain data integrity.
- Provided top-notch administrative support, recognized as a leading performer monthly and yearly.
- Motivated creative staff, enhancing workflow and increasing project output.
- Resolved customer escalations through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to improve service delivery processes.
- Trained new team members on escalation protocols and best practices.
- Analyzed customer feedback to identify trends and potential issues.
- Provided timely updates to customers during the escalation resolution process.
- Assisted in developing training materials for team skill enhancement.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Identified areas of improvement in existing processes and procedures.
Education
Bachelor of Technology - Electrical And Electronics Engineering
HIMACHAL PRADESH TECHNICAL UNIVERSITY ( HPTU)
HIMACHAL PARDESH08-2016
Skills
- Customer Service
- Microsoft Office
- Report preparation
- Process improvement
- Problem-solving aptitude
- Workflow optimization
- Time optimization
- Computer Troubleshooting
- Problem solving
- Attention to detail
- Team collaboration
- Relationship management
- Adaptability
- Effective Time Management
- Microsoft Office
- Service enhancement
- Problem-solving aptitude
Disclaimer
I, Sumit Sharma, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Hobbies and Interests
- Chess
- Reading
- Cricket
Languages
- English
- Hindi
- English
Timeline
Chat/Email and Back Office Assistant
Concentrix
11.2021 - 12.2025
Bachelor of Technology - Electrical And Electronics Engineering
HIMACHAL PRADESH TECHNICAL UNIVERSITY ( HPTU)