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    Abhinav Sharma: Sec 12 Noida 201301 7060372107

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    Alkame Inc
    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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    Abhinav Sharma: Sec 12 Noida 201301 7060372107

    Uploaded by

    Alkame Inc
    51 views2 pages
    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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    Resume

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    Resume

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    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.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    51 views2 pages

    Abhinav Sharma: Sec 12 Noida 201301 7060372107

    Uploaded by

    Alkame Inc
    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.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    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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