Dipti Sharma

Experience

• 

  Kochar infotech Pvt Ltd

  Jun 2005 - Jul 2006

  Technical Suppport executive

  Responsible to provide Level 0 & Level 1 technical support for mobile internet services & its connectivity to the laptops & PCs.Maintained process KRA's call handling time,call quality,Schedule adherence & no of calls attended.

• 

  Kochar infotech Pvt Ltd,Amritsar

  Jul 2006 - Sept 2007

  Customer Service Team Lead

  Responsibility to lead a technical support & customer service team for inbound /outbound operation.Responsible to achieve process KRA of service Level, quality & customer satisfaction index.Responsible to manage team productivity & efficiency through KPIs including call quality, average call handling time, schedule adherence.

• 

  Wave Beverage pvt ltd(coca cola,india bottling operation)

  Sept 2007 - Dec 2012

  Consumer Response & customer service coordinator,Document admistrator

  Responsible for managing consumer response management & customer satisfaction process designed to comply with Coca Cola 's global guidelines .Conducting customer satisfaction survey,onsite audits and making action plans for the non conformists found in the process were key duties of the role.

• 

  LanguageLoop

  Jul 2017 - now

  Responsible to manage Victorian government clients including legal, maternal & child health services & medical services.Key duties:-Managing key client's portfolio to provide them end to end service and achieve highest serviceability levels.-Managing their booking requests through various channels (Phone/email /portal) and servicing of these requests by allocating the suitable interpreters.-Handling client complaints & feedback to provide them best customer service experience.-Monthly performance data analysis of client/contractor performance & development of action plans accordingly. Presentation of this performance report to the leadership.-Performing ad-hoc administrative duties. Show less Responsible to provide customer support services to Australian government, non government organization and commercial clients for interpreting servicesKey duties:-Allocation of the interpreters to various bookings received from Australian public, private & commercial clients to attain targeted serviceability.-Liaison with the client and contractors on daily basis for non-serviced bookings & provide them alternatives. -Handling booking requests from clients via phone /emails on ad-hoc basis. Show less

  • Client Service delively lead

    Jul 2024 - now

  • Sr Customer service representative

    Apr 2021 - now

  • Customer Service Consultant

    Jul 2017 - Mar 2021