Yash Sharma
Jabalpur
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
4
4
years of professional experience
Work History
Senior Operations Support Analyst
Citicrop Service India Pvt Ltd
11.2021 - 03.2024
- Proficient in managing customer queries and ensuring timely resolution to enhance customer experience and Net Promoter Scores (NPS).
- Skilled in handling customer requests using predefined scripts and processes while adhering strictly to Service Level Agreements (SLAs) and time schedules.
- Commitment to quality control measures, including thorough query resolution and proactive identification of process improvements.
- Skilled in risk awareness, audit disciplines, and fraud detection techniques.
- Proficient in differentiating genuine customers from fraudsters based on verbal and physical cues.
- Experienced in managing customers in vulnerable circumstances and effectively handling customer complaints.
- Compassionate in providing supportive care to customers who have been victims of fraud.
Customer Support Executive
Amazon Development Centre
09.2020 - 08.2021
- Efficiently manage daily workload to address telephone inquiries and queries, ensuring adherence to business service standards and proper allocation of unresolved cases.
- Ensure high-quality interactions and customer satisfaction through effective communication
- Demonstrate excellent service skills and consistently maintain high customer satisfaction scores
- Utilize various tools like CSC (Customer Service Chat) and Chime to facilitate smooth and efficient chat operations
- Collaborate with cross-functional teams to resolve customer issues and provide timely solutions
- Continuously monitor and improve chat performance to meet or exceed established KPIs
- Adherence to organizational-wide information security policies and procedures, assisting in workflow organization, queue management, and query resolution.
Customer Support Executive
Arya Enterprises
05.2020 - 11.2020
- Provide exceptional customer support during the tendering process to potential clients and existing customers
- Handle incoming inquiries related to tenders, RFIs (Request for Information), RFPs (Request for Proposals), and RFQs (Request for Quotations).
- Dedicated to driving personal performance management, including documentation collation and self-performance reviews.
Education
PGP - Advanced Construction Management -
National Institute of Construction Management & Research
03.2020
Bachelor of Engineering - Civil Engineering -
Hitkarni College of Engineering & Technology
05.2018
Skills
- Observation
- Decision making
- Effective Communication
- Multi-tasking
- Data mining and analysis
- Financial analysis
- Training & Coaching
- Operational Efficiency
- Fraud Detection
- Data Analysis
- AML Compliance
- Asset Management
- Risk Assessment
- Fraud prevention
- Dispute Resolution
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Operations Support Analyst
Citicrop Service India Pvt Ltd
11.2021 - 03.2024
Customer Support Executive
Amazon Development Centre
09.2020 - 08.2021
Customer Support Executive
Arya Enterprises
05.2020 - 11.2020
PGP - Advanced Construction Management -
National Institute of Construction Management & Research
Bachelor of Engineering - Civil Engineering -
Hitkarni College of Engineering & Technology
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