Sachin Sharma

Experience

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  Tech India Solution Pvt. Ltd.

  May 2017 - Apr 2018

  Customer Care Executive

  - Manage larger amounts of incoming calls.- Identify and assess customers needs to achieve satisfaction.- Build sustainable relationships and trust with the customer accounts through open and interactive communication. - Provide accurate, valid and complete information by using the right methods/tools.- Meet customer service team sales targets and call handling quotas.- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.- Keep records of leads.- Take the extra mile to engage customers.- Provided feedback of the customers to the management for improving the services Show less

• 

  Cloudpoint Technologies Pvt. Ltd.

  Apr 2018 - Apr 2024

  - Leading the team in customer success function, hiring and overseeing operations to ensure efficiency and effectiveness- Implemented new processes and procedures that improved productivity and efficiency.- Working for national and international clients and managing the CRM & ORM.- Taking and conducting the meetings with Stakeholders, clients and Board Members.- Coordinate with Product, development, Marketing, and Communications teams.- Solving extreme and complex customer pain points in collaboration while working with other teams.- Creating and designing customer support structures and operations.- Training and developing the team to raise the bar on handling extreme Customer experience issues.- Managing workflow, escalations, and effectively delegating workload across the team.- Training the new joiners and colleagues for the upcoming product & its details (Builder.ai).- Responsible for the overall direction and growth performance of the team. Show less - Handled and managed a diverse range of clients and consumers for (In-Digital DTH, Hero Electronics, Hindware Appliances, Jumpin Heights, and Evoke ( E-commerce site, ).- Training and developing the team to raise the bar on handling extreme Customer experiences.- Monitoring customer servicing calls to ensure flawless servicing execution of Relationship Care to drive a positive customer experience.- Strong partnership with capacity planning and scheduling teams to ensure effective service level management/floor management.- Understanding the competition and strategies accordingly. - Understanding key customer individual needs and addressing the issues and escalation. - MIS and Report Management, App Store Response Management.- Escalating issues to specialized support groups for complex technical issues.- Provide training, coaching and facilitation. Show less - Worked on Simplify 360 for a good E-commerce site.- Understanding the Customer Queries and Complaints and addressing the issues and escalations.- Maintaining the Brand Reputation and Response Management on Social Media Platforms through Simplify 360.- App store Response Management.- Responding to Customer Queries and Complaints (Emails, Facebook, and Twitter).- Escalation and follow-ups.- Helped the customers to track the order and also coordinating with delivery partners. Show less

  • Senior Team Lead

    Jul 2021 - Apr 2024

  • Customer Service Team Lead

    Oct 2019 - Jul 2021

  • Social Media Executive

    Apr 2018 - Sept 2019
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  CloudSocial

  Apr 2020 - Apr 2024

  • Senior Team Lead

    Jul 2021 - Apr 2024

  • Process Team Lead

    Apr 2020 - Jul 2021