Yash Sharma Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Pune, Maharashtra, India

Handled Escalated query from the downline team to assist customer with better customer service satisfaction.Conduct regular chat audits to ensure compliance with company guidelines and regulations.Implement and maintain chat quality control measures to ensure customer satisfaction and accuracy.Handle risk management by identifying potential issues and developing strategies to mitigate them.Develop and deliver training programs to improve the performance of chat… Show more Handled Escalated query from the downline team to assist customer with better customer service satisfaction.Conduct regular chat audits to ensure compliance with company guidelines and regulations.Implement and maintain chat quality control measures to ensure customer satisfaction and accuracy.Handle risk management by identifying potential issues and developing strategies to mitigate them.Develop and deliver training programs to improve the performance of chat representatives.Provide on-floor support to chat agents, addressing queries and offering guidance inreal-time.Coordinate and conduct Dead on Arrival (DOA) testing to assess and enhance chatsystem effectiveness.Service Level Agreement (SLA) expectations.Conducted regular team meetings to foster communication, collaboration, and to address operational challenges..Implemented strategies to improve Customer Satisfaction (CSAT) scores, contributing to enhanced overall customer experience.Developed and implemented training programs to enhance team skills, resulting in increased productivity and improved service quality.Proficient in metrics management and utilizing data for continuous improvement. Using tools like MCS, Live Engage, Excel, SQL. Show less

Pune, Maharashtra, India

• Manage chat operations for retail customers in North America and India.• Ensure high-quality interactions and customer satisfaction through effective communication.• Demonstrate excellent service skills and consistently maintain high customer satisfaction scores.• Utilize various tools like CSC (Customer Service Chat) and Chime to facilitate smooth and efficient chat operations.• Collaborate with cross-functional teams to resolve customer issues and provide… Show more • Manage chat operations for retail customers in North America and India.• Ensure high-quality interactions and customer satisfaction through effective communication.• Demonstrate excellent service skills and consistently maintain high customer satisfaction scores.• Utilize various tools like CSC (Customer Service Chat) and Chime to facilitate smooth and efficient chat operations.• Collaborate with cross-functional teams to resolve customer issues and provide timely solutions.• Continuously monitor and improve chat performance to meet or exceed established KPIs. • Stay updated with industry trends and best practices to enhance the chat operation process. Show less

Jabalpur, Madhya Pradesh, India

• Provide exceptional customer support during the tendering process to potential clients and existing customers.• Handle incoming inquiries related to tenders, RFIs (Request for Information), RFPs (Request for Proposals), and RFQs (Request for Quotations).

Patna, Bihar, India

Pgp, Advanced Construction Management, 7.80

Bachelor Of Engineering - Be, Civil Engineering, 7.29