Customer Experience & Sales Professional
Resume:
Hindi
English
Lucknow, India
**********@*****.***
POOJA
SHARMA
Customer Experience &
Sales Professional
EDUCATION & CERTIFICATIONS
KEY STRENGTHS
DIPLOMA IN AVIATION, HOSPITALITY,
TRAVEL & CUSTOMER SERVICE
MANAGEMENT
CERTIFICATION IN AMADEUS (GLOBAL
DISTRIBUTION SYSTEM)
INTERMEDIATE (U.P BOARD)
HIGH SCHOOL (CBSE BOARD)
CUSTOMER-FIRST APPROACH WITH
STRONG EMPATHY
ABILITY TO PERFORM UNDER PRESSURE
FAST LEARNER WITH ADAPTABILITY
STRONG OWNERSHIP & ACCOUNTABILITY
PROFESSIONAL COMMUNICATION
LANGUAGES
PROFESSIONAL SUMMARY
Results-driven Customer Experience & Sales Professional with experience across e-commerce operations, customer support, and inside sales at leading organizations like Amazon, Tech Mahindra, and NoBroker. Proven track record of handling high- volume customer interactions, improving satisfaction scores, and driving sales conversions. Skilled in problem resolution, client relationship management, and process optimization with a strong customer-first mindset.
WORK EXPERIENCE
AMAZON INDIA
CAP Associate (M) [S] – CS Operations (VAR)
Manage 60–80+ customer interactions daily via chat/calls, ensuring quick and effective resolution also UK customers over the chat
Achieved 95%+ customer satisfaction (CSAT) by consistently delivering high-quality support
Maintained 98% adherence to SLA and quality standards Reduced repeat queries by 20% through accurate first-contact resolution
Identified recurring issues and contributed to process improvements, improving resolution efficiency
Collaborated with internal teams to resolve escalated cases within defined TAT
TECH MAHINDRA ( FLIPKART )
NOBROKER
Customer Support Associate
2022 - Sept 2023
Senior Sales Executive (L1)
Oct 2023 - April 2025
Handled 50+ customer queries daily, maintaining high service standards
Improved customer satisfaction scores by 15% through effective communication and resolution
Consistently met 100% productivity and quality targets Reduced average handling time (AHT) by 10–12% while maintaining quality
Recognized for consistent performance and reliability in a high-pressure environment
Managed 80–100+ leads per week, driving customer
engagement and conversions also NRI customers over the chat
Achieved 20–25% conversion rate, exceeding team averages Increased repeat business/referrals by 15% through strong relationship management
Consistently met and exceeded monthly sales targets by 10– 15%
CORE SKILLS TECHNICAL SKILLS
Customer Experience Management
Sales & Lead Conversion
Client Relationship Management
Problem Solving & Conflict Resolution
Communication & Negotiation
Team Collaboration
Process Improvement
CRM & Customer
Support Tools
Amadeus GDS
MS Office (Excel, Word,
PowerPoint)
Chat & Email Support
Systems
July 2025 – August 2026
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