Summary
Overview
Work history
Education
Skills
Languages
Work availability
Quote
Timeline
CustomerServiceRepresentative
VIVEK SHARMA

VIVEK SHARMA

Mohali,Punjab

Summary

Customer-focused professional with a track record of success in responding to customers' needs in accordance with procedures. Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.

Overview

5
5
years of professional experience
4
4
years of post-secondary education

Work history

Customer Support Specialist

Sage
Mohali, Punjab
05.2022 - Current

● Offering prompt solutions to maintain customer satisfaction.
● Handled requests with friendly, knowledgeable service and support, continually achieving
positive customer feedback.
● Managed high-volume customer queries simultaneously through effective multitasking.
● Troubleshoot glitches and provide techniques to smooth workflow for customers.
● Communicated technical concepts to customers clearly by phone, email and online chat.
● Gave first-line support to customers within agreed Service Line Agreement (SLA).
● Provided remote support for product functionality, maintenance and troubleshooting.

Senior Customer Service Representative

Champion
Panchkula, Haryana
02.2021 - 04.2022

● Improved customer experience, employing effective communication and empathetic listening
skills to address customer concerns.
● Located required products to fulfill order requests.
● Maintained excellent client satisfaction by providing in-depth support.
● Handling own customers and Sales.
● Handling escalation calls, providing appropriate solutions and alternatives and follow up to
ensure resolution
● Respond promptly and professionally to customer inquiries in person, by telephone, message or
by email.
● Recommend new products or services or make suggestions for improvements by identifying
relevant features and benefits.

Senior Associate

BJS Homedelivery
Chandigarh
02.2018 - 01.2021

● Led and supervised teams of 10 members to achieve client satisfaction across all categories of
audit engagement.
● Provided leadership and direction for employees, supervising activities to drive productivity and
efficiency.
● Determine work procedures, work schedules, and workflow for the team.
● Analyze data and statistics of the team performance on defined intervals.
● Trained and empowered staff to resolve complaints appropriately to maintain customer
satisfaction.
● Liaised with other departments to resolve the customer issue.
● Handle complex incidents which require immediate attention and get in touch with customers
via emails, phone calls, messages, if required.
● Conduct meetings with Managers to discuss process improvements and issues.
● Listening & providing the best possible solution to the problems of the agents to keep them
focused and highly motivated for consistent good performance.


Education

Bachelor of Arts - Arts

S. D Collage
Chandigarh, India
03.2014 - 02.2016

Master of Arts - Sociology

Punjab Universty
Punjab, India
06.2016 - 01.2018

Skills

  • Customer care
  • Data confidentiality
  • Application support
  • Customer service expert
  • Desktop support
  • Troubleshooting proficiency
  • Customer support needs assessment

Languages

English
Fluent
Hindi
Native

Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote

Reality is nothing but a collective hunch.
Lily Tomlin and Jane Wagner

Timeline

Customer Support Specialist

Sage
05.2022 - Current

Senior Customer Service Representative

Champion
02.2021 - 04.2022

Senior Associate

BJS Homedelivery
02.2018 - 01.2021

Master of Arts - Sociology

Punjab Universty
06.2016 - 01.2018

Bachelor of Arts - Arts

S. D Collage
03.2014 - 02.2016
VIVEK SHARMA