Name: Devjeet Sharma
Educational Qualification: B.COM (Pursuing)
Aim and objective: To work in an organization that can best utilize my skills and to bring about positive changes by value addition through aligning with the goals of the organization. Belief in continuous improvement and full efforts in everything I do to bring about positive results.
4.5 years of total experience in C-Cubed Solutions Pvt. Ltd, Bangalore:
August 2010 to February 2011 (Email Support) 6 months:
Email support & chat support.
Knowledge with chat tool like LMI, Website Alive and email tools Kayako Dashboard.
Customer Database Maintenance (CRM).
March 2011 to November 2012 (Senior CSR) 20 months:
Reporting on daily, weekly & monthly basis.
Data Analysis (converting data into a report).
After Sales issues with the payment.
Dealing with issues of payment gateway arises after the transaction
Knowledge with the payment tools (USAEpay, PayPal, ACH, NMI, Global payment system) etc.
Chargeback Analysis Specialist and experienced with tools - First data, Merlinks, USAG, CDRN etc.
March 2013 to January 2015 (SME/ATL) 22 months:
SME on Dispute handling and Online Reputation Management.
Hand on Experienced with the online reputation tools/ portal -Better Business Bureau, Rip-Off, and Business Consumer Alliance etc.
Working on Process improvement in accordance with the Plan of Action (POA)
Product Training of new entrants.
Team management (max team handled -20 members).
Weekly/monthly Roaster/shift scheduling.
April 2015 to November 2016 working as a Quality Analyst in an start up e-commerce, Sendmygift.com:
Auditing calls, emails and chat.
Auditing of accounts, petty cash, vendor management and HR auditing.
November 2016 to April 2017 working as a Account Support for merchant and customer in an start up e-commerce, for the client opensky.com:
Order management to Order closing support.
End to End order management support for both the customers and the merchants.
Taking care of the return and the exchange of order placed.
On hand experience with the FedEx and DHL tools for creating labels for the exchange and return items.
June 2017 to June 2018 working as a Account Manager & Quality In-charge for a hand-loom & handicraft training and production center at Imphal:
Managing the daily wages of the workers.
End Product quality check.
Monthly inflow & outflow report.
Experience working in the ecommerce or payments industry.
Excellent time management skills, with the ability to multi-task.
Ability to work flexible hours when necessary.
Knowledge of Association (Visa, MC, Amex and Discover) rules for merchants preferred.
Excellent verbal and written communication skills.
Good PC and database knowledge and project/process management skills.
Initiative and independent; Customer focused.
In-depth knowledge about Refund and Chargeback process & other related Online Transaction Process.
Logical reasoning and Analytical thinking.
Service mind set-Customer or Participant focus.
Strong organizational skills and attention to detail.
Ability to learn and adapt to changes and new processes.
Motivated and committed to excellence; positive attitude and “can do” work ethic.
Good Comprehension and content development skills.
PERCENTAGE OF MARKS
YEAR OF EXAMINATION
Board of Secondary Education Manipur
Shantilata Memorial School, Imphal
Manipur Public School, Imphal
Father’s name: Late. B. Dhananjoy Sharma
#5, Ground Floor
S Seelyammal Lane,
1st Cross, NAL Wind Tunnel Road.
Hobbies: Reading fiction and non-fiction books, movies, music, swimming and Gardening.
Languages: English, Hindi, Manipuri (writing as well as fluent speaking)