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Abhinav Sharma: Sec 12 Noida 201301 7060372107

This document contains a summary of Abhinav Sharma's resume. It outlines over 11 years of experience in operations and customer service roles. His experience includes managing teams, meeting key performance indicators, and generating weekly reports. He has skills in areas such as workflow development, CRM software, RPA and automation, Microsoft Office, leadership, problem solving, and decision making.

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Alkame Inc
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108 views2 pages

Abhinav Sharma: Sec 12 Noida 201301 7060372107

This document contains a summary of Abhinav Sharma's resume. It outlines over 11 years of experience in operations and customer service roles. His experience includes managing teams, meeting key performance indicators, and generating weekly reports. He has skills in areas such as workflow development, CRM software, RPA and automation, Microsoft Office, leadership, problem solving, and decision making.

Uploaded by

Alkame Inc
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Abhinav Sharma

Sec 12 Noida 201301


ain.sharma.abhinav@gmail.com
7060372107

Summary
A total of 11 Years of Experience in Operations ,Caring and friendly customer service professional with experience
in Customer Service and B2B settings. I have managed teams both onsite and remote (WFH). I am always
open foradditional responsibilities within organization to improve my skillsets.

Professional Skills

Workflow Development CRM Software


RPA and Automation Microsoft Office

Personal Skills

Leadership skills Adaptability

Problem Solving Decision Making

Professional Experience

02/2021 – 12/2021 Assistant Manger, Blinc 360 Gurugram, India


Managing Premium Contact Center
Meeting Process KPI such as Productivity, CSAT, Quality, FCR,
Call SLA.
Administering payroll and employee benefits
Administering Center as per process need
Managing Floor Roster for the month
Mentoring and monitoring trainings
Reconciling daily activity, generating Weekly reports

11/2016 – 04/2020 Assistant Manager, Ienergizer IT Services Noida, India


Managing Premium Inbound process.
Meeting KPI as Attrition, AL , SL, Shrinkage
Managing Floor Roster for the month
Meeting Process Quality score at 85%
Maintain CSAT score above 90%
Reconciling daily activity, generating Weekly reports

05/2012 – 08/2016 Team Leader Ops, Alkame Consulting Inc Meerut, India
Handling a team of 25 Agent.
· Meeting KPI as AHT, AL , SL
· Meeting Quality score at 85%
· Reconciling daily activity, generating Weekly reports.
04/2010 – 01/2012 Tele Support Executive, Teleperformance Gurugram, India
Providing technical support for Adobe Products.
· Maintaining CSAT above 85%
· Maintaining AHT below 15 min

07/2008 – 02/2010 Customer Care Executive, Pagepoint Services Delhi, India


Retaining Airtel postpaid customer to airtel network

Languages
English Hindi

Certificates
RPA Development and Machine Learning
Level 1

Education
07/2005 – 05/2008 B.Sc Hons, Delhi University Delhi, India

Interests
Travelling and Video Blogging

Declaration
I hereby declare that the information furnished above is true to the best of my knowledge and belief

Abhinav Sharma

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