Avinash R Sharma
Jogeshwari East, Mumbai,Maharashtra
Summary
Dynamic Escalation Specialist at Global Industrial with a proven track record in conflict resolution and critical thinking. Consistently achieved targets while enhancing customer satisfaction through proactive problem-solving. Recognized for adaptability and effective communication, driving improvements in case resolution and team performance. Committed to delivering exceptional service in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Escalation Specialist
Global Industrial
Andheri, Mumbai, Maharashtra
09.2020 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
Customer Service Advisor
SUPR INFOTECH SOLUTIONS PRIVATE LIMITED
Andheri, Mumbai, Maharashtra
03.2019 - 04.2020
- Resolved concerns with products or services to help with retention and drive sales.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without the need for escalated support.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Promoted as Floor support was handled team of 50 advisors in product details and escalation.
Customer Service Representative
Intelenet Global Service ADIB process (UAE bank)
Goregaon East, Mumbai, Maharashtra
10.2017 - 01.2019
- Provided information regarding charge accounts and loyalty programs.
- Responded to customer requests for products, services and company information.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Advisor
B2X Service Solutions India Pvt. Ltd.
Andheri, Mumbai, Maharashtra
10.2014 - 04.2016
- Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
- Recommended and upsold new products, resulting in an increase in revenue.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Proactively identified potential issues or trends affecting customer satisfaction, and reported findings to management.
Education
Bachelor of Arts - English
Chhatrapati Shahu Ji Maharaj University
Kanpur06-2023
HSC - Science
Alpha Jr College of Science And Commerce
Mumbai MH04-2011
SSC -
Our Lady of Health High School
Mumbai MH03-2009
Skills
- Adaptability in diverse environments
- Enthusiastic team contributor
- Clear interpersonal communication
- Proficient in critical thinking
- Consistently achieved set targets for self and team
- Decision-making
- Conflict resolution strategies
- Prioritization and scheduling expertise
Certification
- MS-CIT in Word, Excel & powerpoint
Accomplishments
- Successfully achieved and often surpassed set targets and objectives across multiple projects.
- Demonstrated strong leadership and initiative in tackling challenges and driving team success.
Languages
English
Full Professional
Hindi
Full Professional
Marathi
Limited
Affiliations
- Listening Music, Play cricket and Travel to new place.
- Train Travel
- I participate in various sports activities for physical activity, camaraderie, and personal growth.
- Music
Timeline
Escalation Specialist
Global Industrial
09.2020 - Current
Customer Service Advisor
SUPR INFOTECH SOLUTIONS PRIVATE LIMITED
03.2019 - 04.2020
Customer Service Representative
Intelenet Global Service ADIB process (UAE bank)
10.2017 - 01.2019
Customer Service Advisor
B2X Service Solutions India Pvt. Ltd.
10.2014 - 04.2016
Bachelor of Arts - English
Chhatrapati Shahu Ji Maharaj University
HSC - Science
Alpha Jr College of Science And Commerce
SSC -
Our Lady of Health High School
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