Varun Sharma
Mohali
Summary
Dynamic operations professional with a proven track record at Concentrix Daksh Services, excelling in customer satisfaction and retention strategies. Leveraging strong technical support skills, I consistently resolved complex issues, achieving a high Net Promoter Score. Adept at fostering relationships with multinational clients, I thrive in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sr. Representative, Operations
Concentrix Daksh Services India Pvt. Ltd.
Chandigarh
05.2023 - Current
- Handled USA and EMEA client support at HP, ensuring customer satisfaction.
- Handled 50+ customer interactions daily via voice support, ensuring timely and effective resolution of technical and service-related issues.
- Consistently achieved a high Net Promoter Score (NPS), reflecting excellent customer satisfaction and communication skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Created promotional campaigns designed to increase customer loyalty.
- Analyzed customer surveys to determine areas for improvement.
- Maintained accurate records of customer interactions and transactions.
Technical Support Analyst
eClerx Services Limited
Rajiv Gandhi Chandigarh Technology Park
05.2016 - 08.2022
- Implemented marketing strategies, resulting in a 12% growth of the customer base Xfinity Comcast.
- Achieved ninety-nine percent customer satisfaction score through prompt, effective solutions.
- Handled over 40 daily customer interactions via chat and voice support for Xfinity, Comcast, USA.
- Provided technical support for internet, cable TV, home phone, and home security services.
- Resolved service issues efficiently, ensuring first-contact resolution, and minimal escalations.
- Maintained accurate documentation of customer interactions and troubleshooting steps.
- Demonstrated excellent communication skills while multitasking in fast-paced support environment.
Junior Analyst
eClerx Services Ltd
Chandigarh
05.2016 - 08.2016
- Worked as a trainee with stipend.
Trainee
National Fertilizers Limited
Nangal
06.2015 - 07.2015
- I have worked as a trainee at the Urea, Steam generation plant and central workshop.
Trainee
HMT Limited
Pinjore
01.2015 - 05.2015
- Worked in: HMT Tractor Division, Heavy machine shop, Engine shop, New engine shop, Tractor assembly, Engine assembly and Testing.
Education
Bachelors of Technology - Mechanical Engineering
Rayat Institute Of Educational and Research Trust
Ropar, P.B08.2016
10+2 -
D.A.V, Sr Sec School
Una, H.P03.2012
Skills
- Customer relationship management (CRM)
- Voice and chat support handling
- Conflict resolution and problem solving
- Multinational client communication (USA and EMEA)
- Customer satisfaction and retention strategies
- Technical support for telecom and IT services
Certification
- A Certificate of recognition completion of 3 Years, 05/09/19, Congratulation on completion of 3 years of services.
- A Certificate of recognition completion of 5 years, 06/01/21, We appreciate your dedication and commitment to the organization.
Accomplishments
- Director Appreciation, 11/01/22, 100% Resolution in 2 Fiscal. Analyst of the Month in eClerx Services Ltd. (Nps : 88%)
- Excellent in Training, Maximum Score in overall
Extracurricular Activities
State level Boxing Champion, 08/01/11, 09/01/11, D.A.V. Sr Sec School, Una (H.P), 2 times winner. Participated in Debate Competition, 10/01/14, Rayat Group of Institution, Ropar
Hobbies and Interests
- Yoga (Surya Namaskar)
- Hiking
- Listening Stories and Storyteller
Languages
- English
- Hindi
- Punjabi
Personal Information
- Date of Birth: 11/15/94
- Gender: Male
- Nationality: Indian
- Driving License: HP20 202000001551
- Marital Status: Married
- Place of Birth: Karnataka
Timeline
Sr. Representative, Operations
Concentrix Daksh Services India Pvt. Ltd.
05.2023 - Current
Technical Support Analyst
eClerx Services Limited
05.2016 - 08.2022
Junior Analyst
eClerx Services Ltd
05.2016 - 08.2016
Trainee
National Fertilizers Limited
06.2015 - 07.2015
Trainee
HMT Limited
01.2015 - 05.2015
Bachelors of Technology - Mechanical Engineering
Rayat Institute Of Educational and Research Trust
10+2 -
D.A.V, Sr Sec School
Similar Profiles
Mohammed SaadMohammed Saad
Customer Support Representative at Concentrix Daksh Services India Pvt Ltd-One Plus VoiceCustomer Support Representative at Concentrix Daksh Services India Pvt Ltd-One Plus Voice
Harsh KumarHarsh Kumar
Chat Advisor at Concentrix Daksh Services India Pvt LtdChat Advisor at Concentrix Daksh Services India Pvt Ltd
Harshit KumarHarshit Kumar
Sr. Representative, Operations at Concentrix Daksh Services India Pvt. Ltd.Sr. Representative, Operations at Concentrix Daksh Services India Pvt. Ltd.
ANKIT SHARMAANKIT SHARMA
Operational Representative at Concentrix Daksh Services India Pvt LtdOperational Representative at Concentrix Daksh Services India Pvt Ltd
MAMTA DEVIMAMTA DEVI
Sales Manager at Bajaj Allianz General InsuranceSales Manager at Bajaj Allianz General Insurance