Isha Sharma

Experience

• 

  ABP News

  Jul 2016 - Aug 2016

  Digital Marketing Specialist

  As an intern, the task assigned to me was Data Analysis using Google Analytics embedded with Facebook. Using this software“ Google Analytics" gathered information about the users visiting ABP news website from remote locations and different devices like laptops, smartphones, Desktop, etc.On MS-Excel we use it to create reports and submit them to Digital Marketing Manager.

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  The Muthoot Group

  Jun 2017 - Aug 2018

  Customer Care Executive

  •Handled Pre-sales of the branch.•Made customers aware of the Company’s products and services and sold their products.•Coordinated timely responses to online customer communication and resolved complex issues.•Established and monitored customer service standards by employing recognized and comprehensive benchmarks.•Helped up to 40 customers every day with a positive attitude and focus on customer satisfaction.•Organized customer information and account data for business planning and customer service purposes on CRM software.•Resolved concerns with products or services to help with retention and drive sales. Show less

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  Urban Company

  Nov 2018 - Feb 2022

  •Conducted extensive internal audits for trend analysis to identify training opportunities.•Monitoring all leaked defects, root cause analysis (RCA), and identifying areas of improvement.•Train and guide advisors on improving efficiency and evaluate their performance regularly.•Monitoring NPS and Quality Score of customer helpline and escalations in order to improve overall customer service experience while sending weekly reports to the stakeholders.•Handling certifications of new associates before they went live on the floor.•Planned, Prepared, and delivered training to new Hires•Monitored inbound and outbound calls made by in-house and outsourced associates to provide constructive feedback.•Fraud prevention in the process for in-house and outsourced teams.•Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. Show less

  • Quality Analyst

    Jul 2020 - Feb 2022

  • Senior Associate

    Dec 2019 - Jul 2020

  • Customer Experience Specialist

    Nov 2018 - Dec 2019
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  KFC Canada (Yum! Brands Subsidiary)

  Mar 2023 - now

  -Facilitating smooth shift transitions by keeping detailed logs of crucial information such as staffing changes or issues that arose during previous shifts.-Streamlining inventory management processes, reducing waste, and lowering overall food costs for the restaurant.-Ensuring timely resolution of customer complaints by taking immediate corrective action when necessary and following up with guests after their visits.-Assisting in budget preparation by closely monitoring expenses and identifying areas where cost-saving measures could be implemented without compromising quality or service levels.-Observing cash handling and security procedures during shifts to recognize and address issues with staff. Show less

  • Shift Manager

    Mar 2024 - now

  • Front of House

    Mar 2023 - Mar 2024
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  Fanshawe Student Union

  Aug 2023 - May 2024

  Event Ambassador

  -Maintained a professional appearance at all times while representing FSU during events-Improved overall event satisfaction by providing excellent service and addressing inquiries promptly.-Collected valuable feedback from students during an event through surveys or direct communication methods.-Utilized problem-solving skills to address any unexpected challenges that arose during events, ensuring minimal impact on students' experience.-Monitored and upheld event standards, maintaining FSU's high-quality benchmarks. Show less