Customer Service High School

Kunal Sharma

Ph. # 977-***-**** Email

*****************@*****.**.**

Professional summary

Kunal is a professional with 9 years hands on experience in end to end

operations, meeting and exceeding Goals, and People management . He has

developed strong interpersonal and CRM competencies and has coached and

mentored peers and subordinates. Being a process champion and a creative

thinker he has done pilot projects for improving the Organisation

Objectives and has been instrumental in implementation and rollouts of new

initiatives.

A believer in "Lead by Example",an advocate of Organisation Culture and an

ambassador for Ethical practices .

Areas of Expertise

Meeting Shareholder and Employee Expectations, Metrics Management,

Coaching and Feedback, Skill Building & Developing Team

Experience Summary

Senior Customer Support Expert : Dell International Services (P) Ltd,

India (Nov 13' 2006 till 5th Mar 2014)

Specific Skills and Strengths

. Effective articulation - ability to build rapport with people from

varied geographical locations. .

. Follow " More Better Different " approach to improve processes and

enhance output

. Experience in forming, managing and mentoring a team, based on

customer requirements and individual strengths.

. Establishing processes, methodologies and measure to improve

satisfaction scores for business.

. Design mechanism to identify and streamline process gaps.

. Task prioritisation and effective delegation.

. Team Management: Leading, mentoring & monitoring and attrition

management

. Training & Development: Designed curriculum for New hires

development and training.

. Coordinating activities for the identification of training needs of

employees for upgrading their Customer Service skills.

Initiatives

. Process updated mailers

. Knowledge checks

. Training on Ethics and COC - first jobs

. Timely 1x1 and coaching

Qualifications and Certifications

2013 Masters in Commerce from Himachal Pradesh University, Shimla.

2012 Post Graduate Diploma in Business Administration (Finance) from

Symbiosis Pune.

2006 Bachelors in Commerce from Punjab University, Chandigarh.

2001 Intermediate in Commerce stream from Kendriya Vidyalaya Shimla Jakhoo

Hills.

1999 High School from St. Edwards High School Shimla

Career Profile

13th Nov '2006 - 5th Mar 2014 Dell India Services (P)

Limited Chandigarh

Senior Customer Support Expert - Home and Home Office Consumer Segment

Responsibilities

. Have been a Mentor and Support for all new hires to Customer Care

LOB.

. Responsible for ensuring that the team articulates and work to

support the vision, mission and strategic objectives of the

company.

. Responsible for driving teams to achieve daily, weekly, monthly and

quarterly customer experience targets.

. Responsible to develop team's capabilities through coaching and

constructive feedbacks on financial and quality metrics

. Conduct Training on Call Structure, Call Handling, Polices

/Procedures and compliance.

. Driving Superior Customer Experience and handling Escalations.

. Closely monitor Aux Usage / Call handling / process compliance by

Customer Service Reps and report any non-compliance.

. Training team members on new updates / promotions and changes in

policies and procedures.

. Special focus / training given to bottom quartile reps in the team.

. Providing support to the team on all aspects like product, process

queries, escalations, heat checks, DOMS management, break

management and dispatches.

Awards and Recognition

. Awarded Bronze Award for Q2 FY12

. Awarded as the Star of the Quarter (Q2' 11)

. Awarded as the Star of the Month (January 2012)

. Awarded as the Star of the Month (December 2011)

. Awarded Quality Star of the Month twice.

. Social Media and Community Certified (SMAC).

Technical Skills

Packages: MS-Power Point, Word, Publisher, Excel

Personal Details

Full Name: Kunal Sharma

Address: MIG 167 Sector 4

Parwanoo (HP) 173220

Date of Birth: 15/03/1983

Father's Name: Late Virender Kumar

Sharma

Sex: Male

Nationality: Indian

Marital Status: Single

Hobbies: Playing snooker, Music

and Travelling reading

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