Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Languages
Interests
Timeline
Intern
GURUDUTT Sharma

GURUDUTT Sharma

Morrisville,Raleigh

Summary

Proven track record in enhancing customer satisfaction and loyalty, demonstrated at Infosys BPM through adept complaint resolution and empathy display. Excelled in roles requiring quality control and teamwork, significantly improving service delivery and operational efficiency. Skilled in customer service and software navigation, achieving notable increases in client retention and satisfaction.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Sr Customer Support Executive Level 2A

Infosys BPM
09.2017 - 10.2018
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Provided personalized support to customers by understanding their unique needs and preferences.
  • Streamlined support processes for faster resolution times and increased customer loyalty.
  • Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.

Sr Customer Executive

Firstsource Bpo
08.2012 - 07.2013
  • Acted as a liaison between customers and internal departments to ensure smooth resolution of any issues or disputes arising from transactions or services rendered.
  • Designed and implemented customer satisfaction surveys to gather valuable feedback for driving continuous improvement efforts.
  • Served as a mentor to junior staff members, sharing industry expertise and best practices for handling difficult situations effectively.
  • Initiated process improvements that led to increased productivity levels among the customer service team members.
  • Streamlined internal processes to enhance overall customer experience and satisfaction levels.
  • Developed strong relationships with key clients through consistent communication and proactive problemsolving.
  • Played a key role in the development and launch of new products or services, ensuring seamless integration with existing offerings while addressing specific client needs effectively.

Sales Associate

Anant Car's Mahindra
03.2011 - 04.2012
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.

Customer Service Representative

Mahindra Satyam
08.2008 - 07.2009
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Associate

Aditya Birla Minacs
05.2007 - 04.2008
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Developed and implemented strategies to increase customer satisfaction and engagement.
  • Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
  • Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
  • Analyzed customer data to identify trends and anticipate customer needs.
  • Enhanced team productivity by streamlining communication and implementing efficient project management tools.
  • Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
  • Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
  • Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
  • Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.

Education

Bachelor Of Business Administration - Operations Management

Anurag College Hubli
Hubli

Skills

  • Complaint Handling
  • Complaint resolution
  • Front-end supervision
  • Empathy Display
  • Language Fluency
  • Quality Control
  • Customer Inquiry Management (CIM)
  • Order Fulfillment
  • Retail Operations Management
  • Software Navigation
  • Customer Service
  • Problem Resolution
  • Teamwork and Collaboration

Accomplishments

  • Achieved 400 calls through phone effectively by helping customers with the process of the product .
  • Supervised team of 20 staff members.

Certification

Completed my diploma in hospitality management from Stamford raffles college Singapore and travel and tourism development from Victoria College Malaysia Kuala Lumpur Batu Taiga 3

Additional Information

Name: Gurudutt Sharma

Father Name: Krs Sharma

Dob: 19:02:1987

Email: guruduttsharma726@gmail.com

Languages

English
Full Professional

Interests

Playing snooker, Swimming, Basketball

Timeline

Sr Customer Support Executive Level 2A

Infosys BPM
09.2017 - 10.2018

Sr Customer Executive

Firstsource Bpo
08.2012 - 07.2013

Sales Associate

Anant Car's Mahindra
03.2011 - 04.2012

Customer Service Representative

Mahindra Satyam
08.2008 - 07.2009

Associate

Aditya Birla Minacs
05.2007 - 04.2008

Bachelor Of Business Administration - Operations Management

Anurag College Hubli

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