Vaarrun Ssharma Email & Phone Number

Gurugram, Haryana, India

• Established and maintained individual and team goals, promoting continuous improvement. 
• Recruit, train, and mentor a high-performing customer support team.
• Develop and implement a comprehensive onboarding process and ongoing training programs.
• Utilized data-driven insights to continuously refine and optimize the support process.
• Implemented and improved customer support processes, including SOPs, knowledge bases, FAQs, and templates.
• Implemented and monitored CSAT and NPS programs to gauge and enhance customer experience.

Gurugram, Haryana, India

• Leading a team size of 40 members, 1 AM and 4 Supervisors and monitoring, measuring & reporting team performance metrics; focusing on achieving performance metrics
• Driving strategic game-changer transformational functions in coordination with supervisors to enhance customer service, staff development and target achievement.
• Actively monitor and resolve social media escalations raised through Facebook, Instagram, Twitter and Playstore.
• Establishing roadmap for enhancing operations to achieve service standards
• Working with peers in a team setting to develop and implement improvement suggestions, policies, and staff scheduling
• Delivering breakthrough improvements towards business excellence by adopting business process improvement techniques and ensuring quality compliance

Gurugram, Haryana, India

• Manage a team of support supervisors and agents through support queues including inbound calls, social media and email.
• Prepare roster, maintain attendance and coordinate with other departments such as HR & finance to ensure salaries are processed on time.
• Engage and execute product and process training of new hires and refreshers for existing employees to ensure the team is on the same platform.
• Hiring resources as per process requirements, control Attrition, Shrinkage, abundancy and ensure the Service level agreements are being met with FTR
• Review performance reports for and with agents and teams. Complete monthly and biannually performance reviews for team members.
• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.

Gurugram, Haryana, India

• Resolve customer queries and complaints over emails and other social media platforms (Facebook, Twitter, Playstore, IOS.
• Handle and resolve extreme cases through RCA and provide resolution to the customer.
• Identifying opportunities in the customer life cycle through VOC and leveraging it towards product and process improvement by coordinating with other LOB's (marketing, sales, product development, account management.
• Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters

Gurugram, Haryana, India

• Responsible for the management of own daily workload, to ensure telephone inquiries/queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service.
• Ensuring that all unresolved cases/queries are allocated to the respective areas.
• Adhere to organizational wide information security policies and procedures.
• Provide Card members FCR with excellence in customer service.
• Initiate Billing Inquiry (Dispute) for transactions that are not recognized.
• Providing in-depth details about the account while providing with the best possible resolution to keep the account in excellent standing.

Pursuing Lean Six Sigma Green Belt

Bachelor Of Business Administration - Bba, Finance, General, 3.53 Gpa

E-Commerce Technology Course