Samrat Sharma Email & Phone Number

Delhi, India

Gurugram, Haryana, India

• Complete analysis of the key causes of call volume and presented findings in the form of dashboards using PowerBI and Excel.
• Create reports for LOB and executives for performance reviews and present the results to client management.
• Apply performance management strategies action plans, BQ planning etc.
• Oversee daily team activities, facilitating smooth and efficient operations.
• Successfully implemented offshore processes, achieving over 95% accuracy and meeting all SLAs.

Gurugram, Haryana, India

• Provided second-level technical support, assisting first-line executives to ensure complete customer satisfaction.
• Manage the Key Metrics like - CSAT Quality, AHT etc., and handle Customer Escalations for team.
• Drive continuous improvement in the team along with the key metrics improvement.
• E-mail Monitoring & Providing Coaching/Feedback Session to improve skillsets and increased efficacy.
• Mentored junior team members, contributing to their professional growth and development.

Gurugram, Haryana, India

• Achieved successful resolution of escalated issues during periods of high call volume.
• Handled inquiries from clients who dispute a transaction or allege a charge on their account.
• Designate alert cases for possible losses and escalate them to the appropriate team to minimize the risk to the business and the customer.
• Report and fix pricing errors for items using a variety of tools and systems available.
• Used to prepare daily reports related to the number of calls received and the reasons for them, to enhance the customer satisfaction rate.

Noida, Uttar Pradesh, India

• Ensure the safety of the clients on ride and help them in possible way to make their journey comfortable.
• Report and fix the pricing errors after and before the ride with proven 100% accuracy.
• Worked with real-time tracking system for client ride bookings, allowing for immediate adjustments based on changing requirements.

Data Analyst, Data Analytics

Bachelor Of Commerce - Bcom, Accounting And Finance, Second Division

Matriculation, Commerce