Tapsaya Sharma
Solan
Summary
Dedicated and personable Customer Support Representative with over 6 years of experience in providing exceptional customer service in fast-paced environments. Adept at resolving customer issues efficiently, maintaining high customer satisfaction, and working collaboratively with team members. Proficient in using various CRM systems and communication tools.
Overview
5
5
years of professional experience
Work History
Senior Customer Support Executive
Interakt Digital Solutions Private
04.2022 - 06.2024
- Handled an average of 60+ customer interactions per day, resolving 95% of issues on the first call.
- Utilized CRM software to track and manage customer inquiries, ensuring accurate and timely follow-up.
- Trained and mentored new hires on company policies, customer service techniques, and system navigation.
- Received the “Employee of the Month” award three times for exceptional customer service.
- Implemented a feedback loop system that increased customer satisfaction scores by 20%.
- Managed customer accounts, processed orders, and addressed billing inquiries.
- Collaborated with the technical support team to resolve complex issues, improving the resolution time by 30%.
- Conducted customer satisfaction surveys and analyzed data to recommend service improvements.
- Assisted in developing training materials and procedures for the customer service department.
- Achieved a 98% customer satisfaction rating consistently over two years.
Customer Support Associate
BYJU's WhiteHat Jr.
10.2020 - 04.2022
- Handle customer inquiries via phone, email, and live chat, maintaining a 95% customer satisfaction rating.
- Resolve technical issues and provide product information, ensuring timely and effective solutions.
- Collaborate with the technical team to escalate and resolve complex issues.
- Maintain accurate records of customer interactions and transactions using Salesforce.
- Conduct follow-ups to ensure customer problems are resolved and gather feedback for continuous improvement.
Customer Care Associate
EXL Service
07.2019 - 10.2020
- Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
- Maintained good call control to quickly uncover questions and keep call times low.
- Provided exceptional service by consistently meeting or exceeding key performance indicators.
Education
10th
Easwaramma Public School
Darlaghat12th
H.P. Board SOS
Solan, IndiaDiploma in Hotel Management
Nfci (National Finishing Cookery Institute)
SolanBachelor of Arts -
IGNOU (Indra Gandhi National Open University)
Shimla, India 04.2001 -
Skills
Complaint resolution
Escalation Handling
Exceptional communication
Customer Service
Computer Skills
Microsoft Office
Time Management
Multitasking
MS Office Suite
Salesforce
Zendesk
Tally
CRM Software Expertise
Timeline
Senior Customer Support Executive
Interakt Digital Solutions Private
04.2022 - 06.2024
Customer Support Associate
BYJU's WhiteHat Jr.
10.2020 - 04.2022
Customer Care Associate
EXL Service
07.2019 - 10.2020
Bachelor of Arts -
IGNOU (Indra Gandhi National Open University)
04.2001 -
10th
Easwaramma Public School
12th
H.P. Board SOS
Diploma in Hotel Management
Nfci (National Finishing Cookery Institute)
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