Customer Service Sales Representative
Resume:
Ajay Sharma
Customer and Sales Representative
Cumming, GA
(M) 602-***-**** / **********@*****.***
Summary
Over 10 years of experience in Customer Service and Sales with a strong background in resolving customer inquiries, ensuring satisfaction, and providing exceptional support. Skilled in problem-solving, communication, and relationship-building. Adept at using CRM software and maintaining positive customer relationships. Deeply connect with customers who want to move the needle. Customer retention, handling customer queries, imparting product training, and improving customer satisfaction scores.
Professional Experience
Ennuviz August 2023 - Present
Atlanta, GA
Sales Manager and Senior Customer Service Supervisor – Services and Automation Products
Manage and resolve 75 + escalated customer complaints per day – change in service, processing returns, and more via emails and phone calls.
Trained 7 new employees on CRM Solutions and products to deliver high-quality customer service
Achieve average customer satisfaction of 90%-93%, 22% higher than the company average.
Contribute to new products by suggesting approaches and ideas, keeping customers in mind. qBotica March 2022 – August 2023
Phoenix, AZ
Sales Manager and Customer Service Supervisor – Services and Automation Products
Resolved an average of nearly 500 inquiries every week while meeting all performance milestones for speed and accuracy via emails and phone calls.
Achieved a 92%-95% customer satisfaction rating month over month.
Trained 16 new employees on homegrown OCR products and its services to the customer Miracle Software Services June 2019 - March 2022
Duluth, GA
Customer Advisor and Team Lead – IT Service and Solution
Co-developed a new reporting system that made call data analysis more efficient and accurate resulting in a 38% improvement in the daily call logs.
Mentored and guided Junior representatives on company working policies and customer service techniques.
Quickly handled and resolved customer complaints, maintaining a 94% satisfaction rate. Page - 2 of 2
RapidIT Inc. Oct 2017 - June 2019
Alpharetta, GA
Senior Customer Service Representative – GENIE – a Workday Product
Created a new hire training program that expedited onboarding by 20% and increased first-call resolution rates.
Analyzed call data to pinpoint trends and improvement areas, increasing overall customer satisfaction by 18%
Provide support to over 60 customers per day, educate customers on using services, and products, and exceed monthly sales goals by 30%-40%.
Coordinated with the parent product associates to reduce customer wait times, identify appropriate solutions, and enhance daily operations.
Charter Global Inc, (Best Buy) June 2013 - Oct 2017 Atlanta, GA
Retail Customer Service Associate
Respond to over 100 phone calls, emails, and web inquiries each day with empathy and understanding.
Communicated with other local stores and departments to aid customers, resulting in a 91% customer service ranking over 12 consecutive months.
Maintain cultural sensitivity in all interactions, adjusting communication style to respect different social norms and customs.
VLink Inc, March 2011 - May 2013
South Windsor, CT
Customer Services Representative - State Farm
Accurately respond and achieve 100 inbound phone calls per day using designated scripts, active listening skills, and extensive product knowledge to solve customer queries
Quickly resolved customer complaints, decreased elevated service cases by 20% Mindlance Inc, Oct 2006 - Feb 2011
Phoenix, AZ
IT Staffing and BPO Services
Recruited and placed over 100 + consultants (W2, H1b, 1099)
Managed, mentored, and guided a team of onsite and offshore Recruiters (9-25)
Prospected, developed, and managed mid to large accounts from identification to closure - local and across the USA and performed 25 - 30 % over quota.
Technical Skills
Products: Salesforce, HubSpot, ServiceNow, and CATS. Phone Systems: 8x8, Ring Central, and Dialpad
Software: Microsoft Products – MS Word, MS Excel, MS Office, MS PowerPoint, and more, Slack. Reporting Tool: Power BI
Education
Bachelor of Commerce in Accounting from University of Rajasthan, India - 1987 - 1990
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