Sourav Sharma

Experience

• 

  HyperQuality, Inc.- An Avaya Company

  Dec 2008 - Sept 2010

  Operations Support Analyst

  Worked for the worlds largest travel company Expedia. Worked closely with the client and IT support to ensure the smooth uploading of the data from client server to company server in order to provide calls to the Quality Consultants.

• 

  Agilyst

  Jan 2012 - Oct 2013

  Analyst

  Worked for the US largest Cable TV network and Internet service provider COMCAST. Reviewing the customer accounts and update the payment made by customers in the internal software. Review the complaints of the customers and escalate the complaints to the respective departments.

• 

  IBM

  Nov 2013 - May 2014

  Lead

  Worked for the Technical process (INTUIT), Worked as Lead, Responsible for taking escalation calls and provide the resolution to the customer who are not satisfied with the resolution of TSR's. Provide extra support to the new hires in order to achieve their TNPS targets. Coach them on how to increase their TNPS scores. Coach them when and how to pitch the new product to the customer in order to achieve their up-selling targets.

• 

  Genpact

  Jul 2014 - Apr 2016

  Process Developer

  Worked for the UK Collection Process (British Gas). Approaching customers for payments of their overdue electricity and gas accounts. Find out the reason for the non payment. Offer different payment plans as per their vulnerability and repay strength. Later Worked with Quality and training team, Monitor calls of new hire and provide them coaching to improve the quality and efficiency of their work.

• 

  RAY · ALLEN, Inc.

  Jun 2018 - Nov 2020

  Asset Manager

  Managing the Cico accounts with Fortune 500 companies.

• 

  Barclays

  Jan 2021 - now

  Senior Fraud Analyst