Prashant Sharma

Experience

• 

  INDOLUX ELECTRONICS PRIVATE LIMITED

  Nov 2013 - Dec 2014

  Office Assistant
• 

  Teleperformance

  Jun 2017 - Nov 2021

  • Worked to create an environment of service excellence for internal and external customers• Creatively solved customer issues and provided resolutions to achieve the highest level of customer satisfaction• Generating daily, weekly, monthly, and quarterly reports regarding agent performance metrics and customer retention rates• Helping to increase our customer retention rate• Coaching and feedback to drive continuous improvement• Actively participating in discussion with Quality team every week to identify process improvements• Continually working to fully understand the needs of customers and assisted in identifying solutions that met those needs. Show less

  • Team Lead

    Jan 2019 - Nov 2021

  • Subject Matter Expert

    Oct 2018 - Dec 2018

  • Technical Suppot Executive

    Jun 2017 - Sept 2018
• 

  Advantmed

  Dec 2021 - Dec 2022

  Team Lead

  • Managing team of 15+ employees and monitor projects to ensure progress of record retrieval• Conduct activities related to training needs identification, analysis, and planning refresher training• Guided the implementation of strategies designed to achieve planned goals.• Assign territories and reports to senior leadership as needed• Actively participate in discussion with Quality team to identify process improvements• Create, update and review Training documents including SOP• Handling Client calls and work towards closure for open action items• Conducting Pre-Shift Huddles and Share Latest and Imp. Updates with the Team Show less

• 

  Teleperformance

  Jan 2023 - now

  Assistant Manager