Kunal Sharma

Experience

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  SVP MINING TECHNOLOGIES PRIVATE LIMITED

  Jun 2013 - Jun 2014

  Service Engineer

  1. Providing technical support to customers via phone, email, or in-person visits.2. Troubleshooting technical problems and identifying solutions to resolve them.3. Installing, configuring, and testing products at customer sites.4. Conducting preventative maintenance on products to ensure optimal performance.5. Repairing products that are malfunctioning or have been damaged.6. Training customers on how to use products and software.7. Keeping detailed records of customer interactions and service activities.8. Collaborating with other departments, such as sales and engineering, to provide comprehensive customer support. Show less

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  Vishal Mega Mart Limited

  Jan 2018 - Jun 2018

  Management Trainee

  1. Responsible for managing and leading a team of retail associates, includes hiring and training new employees, assigning tasks, setting goals, monitoring performance, and providing feedback.2. Responsible for ensuring that the department meets or exceeds its sales targets.3. Responsible for ensuring that the department has sufficient stock levels to meet customer demand, need to monitor inventory levels, place orders, and manage the stockroom.4. Creating an attractive and compelling in-store experience for customers. This includes setting up displays, arranging products, and ensuring that the store is always well-stocked and well-maintained.5. Analyzing sales data, identifying trends, and making recommendations to improve the department's performance. You will also need to prepare reports for senior management.6. Ensuring that the department complies with all company policies and procedures. This includes health and safety regulations, security protocols, and customer service standards. Show less

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  Etourist Service Pvt Ltd.

  Oct 2018 - Mar 2019

  Inside Sales Executive (Evisa)

  1. Making outbound calls to potential customers to promote the evisa services offered by the company.2. Answering inbound calls from customers who have questions or concerns about the evisa application process.3. Providing information about the required documents, fees, and processing times for different types of visas.4. Assisting customers with completing the online visa application form and uploading required documents.5. Responding to email inquiries from customers and providing them with accurate and up-to-date information.6. Updating the customer database with new information and ensuring that all customer data is accurate and up-to-date.7. Following up with customers to ensure that their visa applications are processed promptly and efficiently.8. Handling customer complaints and resolving issues to the satisfaction of the customer.9. Keeping up-to-date with changes in visa regulations and policies and communicating them to customers.10. Achieving sales targets and meeting KPIs set by the company. Show less

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  Silaris Informations Pvt Ltd

  Feb 2019 - Dec 2019

  Business Development Executive (AMEX)

  1. Identify and pursue new business opportunities through research and networking.2. Build and maintain relationships with potential clients, including businesses, organizations, and individuals.3. Present proposals and negotiate terms of contracts with potential clients.4. Attend industry events and conferences to network and stay up-to-date on market trends and best practices.

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  OLX

  Jan 2020 - Mar 2021

  Account Manager

  1. Making outbound calls to potential customers and introducing them to OLX Classifieds products and services.2. Explaining the benefits and features of OLX Classifieds products and services to potential customers.3. Providing information about the pricing and packages offered by the company.4. Handling customer inquiries and resolving their issues or concerns.5. Generating leads and identifying potential sales opportunities.6. Maintaining a database of customer information and sales leads.7. Achieving sales targets and meeting performance metrics.8. Collaborating with other team members to achieve organizational goals.9. Staying up-to-date with the latest industry trends and changes. Show less

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  OLX Autos

  Apr 2021 - Jul 2023

  Quality Analyst

  1. Monitor and evaluate customer interactions to ensure compliance with company policies and procedures.2. Develop and implement quality assurance processes to improve customer service and increase agent efficiency.3. Provide coaching and feedback to agents to improve their performance and adherence to quality standards.4.Analyze data and provide regular reports to management on call center performance, including agent performance and call trends.5. Collaborate with cross-functional teams to identify areas for improvement and develop action plans to address issues.6. Conduct regular training sessions for new agents on quality standards and procedures.7. Manage the quality management system and ensure data accuracy and integrity.8. Participate in the development and implementation of new call center initiatives to improve customer service and agent performance.9. Responsible for health activities like Dip check, PKT, call listening session and calibration.10. Gather inputs from QAs and basis audits for briefings and training needs identification.11. Report performance for aligned span on a daily/weekly/monthly basis.12. Complete weekly coaching sessions with the QAs. Complete audit-over-audits for the QAs on the team.13.Maintain data related to audits, calibrations, audit-over-audits. Show less

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  Kalkine India

  Aug 2023 - now

  Senior Quality Analyst

  As a call quality analyst with over two years of experience in the BPO industry, I bring a unique blend of expertise in customer service and process optimization. With a keen eye for detail and a passion for delivering exceptional customer experiences, I have consistently ensured the highest standards of call quality and customer satisfaction.My commitment to excellence has earned me the prestigious Lean Six Sigma certification, a testament to my dedication to continuous improvement.I possess a deep understanding of call center operations, including call monitoring, evaluation, and feedback. Utilizing advanced analytics and data-driven insights, I have identified key areas for improvement and worked collaboratively with teams to implement actionable solutions that enhance agent performance and boost overall call center productivity. Show less