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
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