VIKALP SHARMA
Indore
Summary
To secure a challenging position in a top multinational company (MNC) in the field of Business Process Outsourcing (BPO) where I can leverage my skills in document verification and customer service to drive operational efficiency and contribute to the company's growth. My aim is to excel in this dynamic industry, continually learning and adapting to new challenges, while advancing my career to new heights.
Overview
3
3
years of professional experience
Work History
Customer Support Executive
Tech Mahindra
06.2024 - Current
- Delivered exceptional customer service to Flipkart users by addressing inquiries, resolving complaints, and providing timely solutions via phone, email, and chat
- Assisted customers with order-related issues, including tracking shipments, processing returns and refunds, and troubleshooting payment discrepancies
- Maintained a strong understanding of Flipkart's policies, product catalog, and promotional offers to effectively address customer needs
- Collaborated with internal teams to escalate and resolve complex issues while ensuring adherence to established service level agreements (SLAs)
- Managed high-volume interactions while maintaining customer satisfaction and meeting performance targets, including quality scores, average handling time (AHT), and first contact resolution (FCR)
- Documented customer interactions and resolutions in the CRM system, ensuring accurate records for future reference
- Identified and reported recurring issues and trends to enhance customer experience and improve operational processes
- Provided feedback and suggestions to improve workflows and customer support efficiency
- Client: Flipkart, India
Customer Care Executive
Teleperformance India Pvt. Ltd.
Indore
09.2021 - 06.2023
- As a Document Verification Specialist at Uber USA, my primary responsibility was to verify driver documents to ensure compliance with company policies and local regulations
- This role required meticulous attention to detail to maintain accuracy, transparency, and customer safety
- Verify driver documents, including driver's licenses, vehicle registration, insurance, and background checks, to ensure compliance with Uber's standards and local regulations
- Conduct thorough document checks to maintain accuracy and ensure the safety of Uber's customers
- Work closely with the operations team to resolve any document discrepancies or issues promptly
- Maintain detailed records of all document verifications and updates in compliance with company policies
- Provide support and guidance to drivers regarding document submission and verification processes
- Collaborate with cross-functional teams to improve document verification processes and ensure compliance with regulatory requirements
- Stay updated with changes in local regulations and company policies related to document verification
- Achieved a 99% accuracy rate in document verification, ensuring compliance with company policies and local regulations
- Received recognition for exceptional customer service and attention to detail in document verification
Education
BACHELOR OF COMMERCE -
SOFTVISION COLLEGE
Indore04.2021
12TH STANDARD -
RACHNA MEMORIAL HEIGHER SECONDARY SCHOOL
01.2017
10TH STANDARD -
SRI SRI RAVISHANKAR VIDYA MANDIR
Indore01.2015
Skills
- Complaint handling
- Documentation and reporting
- Quality assurance
- Payment processing
- Customer support
Languages
- English
- Hindi
Hobbies and Interests
- Cricket
- Travel
Personal Information
- Date of Birth: 05/20/99
- Nationality: Indian
- Marital Status: Single
Timeline
Customer Support Executive
Tech Mahindra
06.2024 - Current
Customer Care Executive
Teleperformance India Pvt. Ltd.
09.2021 - 06.2023
BACHELOR OF COMMERCE -
SOFTVISION COLLEGE
12TH STANDARD -
RACHNA MEMORIAL HEIGHER SECONDARY SCHOOL
10TH STANDARD -
SRI SRI RAVISHANKAR VIDYA MANDIR
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