Umesh Sharma
Jaipur
Summary
Customer-focused and technically proficient professional with 4+ years of experience in customer support and seller operations across global platforms like Amazon and Teleperformance. Adept at resolving complex queries, managing order-to-cash processes, and driving customer satisfaction through strategic communication and process optimization. Holds a B.Tech in Electrical Engineering and certifications in PLC, Optical Fiber Communication, and AutoCAD. Known for blending analytical thinking with creative execution, delivering results in high-pressure environments while maintaining brand integrity and customer trust.
Overview
4
4
years of professional experience
8
8
Certifications
2
2
Languages
Work History
Seller Support Executive
Teleperformance
10.2024 - Current
- Supported third-party sellers with onboarding, listing optimization, and compliance guidance.
- Resolved issues related to product visibility, pricing, returns, and customer disputes.
- Provided documentation and training on GST, HSN codes, and platform policies.
- Assisted in catalog creation, image standardization, and content enhancement.
- Achievements:
- Boosted seller satisfaction scores by 25% through personalized support.
- Developed onboarding guides that reduced seller setup time by 40%.
Customer Support Associate
Amazon India
08.2021 - 08.2024
- Delivered high-quality support across chat, email, and voice for order issues, returns, refunds, and account concerns.
- Maintained top-tier SLA and CSAT scores, consistently exceeding performance benchmarks.
- Collaborated with internal teams to resolve escalations and ensure seamless customer journeys.
- Utilized CRM and ERP systems for case tracking, reporting, and customer data management.
- Trained new associates on platform policies and customer handling best practices.
- Achievements:
- “Top Performer” award recipient for three consecutive quarters.
- Reduced backlog cases by 30% through proactive follow-ups and workflow enhancements.
Education
B.Tech - Electrical Engineering
Rajasthan Technical University
01.2019
Senior Secondary - 12th
RBSE
01.2014
Secondary - 10th
RBSE
01.2012
Skills
Programming: C, C#, SQL
Software Tools: AutoCAD, MATLAB, Microsoft Office Suite (Word, Excel, PowerPoint)
Systems: ERP (SAP, Oracle), CRM (Salesforce, Zoho)
Reporting & Analysis: Excel dashboards, performance tracking, presentation design
Certification
Programmable Logic Controller (PLC) – SELDOM, Jaipur
Interests
Dancing, Photography, Card Making, Cultural storytelling and podcasting (Jaipur Pagdi), Visual branding and product presentation for handmade crafts and kurtis
Disclaimer
I hereby declare that the information provided above is accurate and true to the best of my knowledge. Date: Place: Jaipur Signature: Umesh Sharma
Core Competencies
- Generic Skills
- Clear written and verbal communication
- Strong customer orientation and interpersonal skills
- Multitasking and priority management
- SLA and KPI adherence
- Remote work flexibility (PST hours)
- Escalation handling and process improvement
Process Knowledge
- Order Management, Billing, Revenue Recognition
- Customer query resolution, dispute handling, and escalation management
- Credit, collections, pricing, contracts, and customer master data
- Backlog management, order validation, fulfillment, tracking, and closure
- Returns, refunds, credits, debits, and loyalty programs
- Customer engagement, satisfaction, retention, and feedback analysis
Skills
- Programming: C, C#, SQL
- Software Tools: AutoCAD, MATLAB, Microsoft Office Suite (Word, Excel, PowerPoint)
- Systems: ERP (SAP, Oracle), CRM (Salesforce, Zoho)
- Reporting & Analysis: Excel dashboards, performance tracking, presentation design
Timeline
Seller Support Executive
Teleperformance
10.2024 - Current
Customer Support Associate
Amazon India
08.2021 - 08.2024
Senior Secondary - 12th
RBSE
Secondary - 10th
RBSE
B.Tech - Electrical Engineering
Rajasthan Technical University