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Manish Sharma

Manish Sharma

Customer Service Operations Specialist

Followers of Manish Sharma608 followers
location of Manish SharmaDelhi, India

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  • Timeline

  • Skills

    Customer relationship management (crm)
    Crm software
    Staff training
    Customer service
    Internal audit
    Six sigma
    Customer service management
    Vendor management
    Complaint management
    Process improvement
    Customer retention
    Team management
    Sla
    Customer engagement
    Kpi
    Contact centers
    Csmm
    Service delivery
    Customer experience
    Ncpr
    Business Development
    Business Process
    Call Centers
    Coaching
    Communication
    Conflict Management
    Constructive Feedback
    CRM
    Customer Satisfaction
    Emotional Intelligence
    Employee Relations
    Home Offices
    Key Performance Indicators
    Leadership
    Lean Six Sigma
    Management
    Mentoring
    Operations Management
    People Management
    Performance Management
    Personal Development
    Productivity Improvement
    Project Planning
    Team Building
    Team Leadership
    Teamwork
    Telecommunications
    Time Management
    Virtual Collaboration
    Virtual Teams
    Virtual Work

  • About me

    21+ years of experience in Customer Service Management in reputed Telecom companies of India. Currently working as General Manager - State Mobility Care Head with Reliance Jio Infocomm Ltd. My objective has always been to excel in the congenial working environment, where the opportunities for learning and growth are in abundance, which provides me with mission critical responsibilities and challenges in my area of expertise. My strength lies in dedicated work and commitment to whatever project I undertake. Specialties: Call Center, Customer Life cycle management, customer Retention, Escalation & Complaint management, Customer Service Satisfaction measurement & enhancement, Six Sigma, Quality, Training, Team Management

  • Education

    • RSC Equipment Rental

      2006 - 2008
      MBA

      Marketing & HR

    • Board of Technical Education, Delhi

      1999 - 2002
      Engineering Diploma

      Electronics & Telecommunication

  • Experience

    • Reliance Jio

      Mar 2016 - now
      Customer Service Operations Specialist

      Handling Service Operations of Delhi telecom Circle including but not limited to major service touch points like Retail stores, Voice Call Process, Non-Voice Processes. Did Special projects over Self-care usage enhancement and reducing Calls at Call Center.

  • Licenses & Certifications