Mayank Sharma

About Mayank Sharma

An extremely hard-working and friendly individual enjoys communicating with others from different cultures and backgrounds. My professional value lies in excellence, integrity and punctuality. I am a self-motivated, organized person who loves to go for new challenges and to complete an organization’s objectives. My specialties include taking care of Customer relations. Please feel free also to connect with me here on LinkedIn or by email at m••••••••@gmail.com.

Experience

1. Customer Relationship Management Associate

   Byju\'s

   Dec 2021 — Present · Bengaluru, IN

   Communicating with customer by providing quality service for customer satisfaction being POC following SOP On-board 700 - transitioned Lead’s over call to pursue academic and personal excellence. Follow up student’s academic and strategizing their improvements based on the progress report. Governed multiple implementation campaigns, ensuring successful, on time completion, while maintaining compliance with all scope which contributed to continuous process improvement for further product development on regular intervals. Taking feedback for adapting new features made in the product. Strive for quick complaint resolution; detail-oriented problem solver with effective L1 and L2 troubleshooting skills on the initial call and avoid escalation of issues for prompt customer satisfaction within established TAT and ensure SLA are met Liaise between customer and L3 Technical/ Logistic/ Retention/ Finance teams for further escalations. Document customer interactions, reports and logs. Confirm required customer details for delivery process to Order Management Team Train and mentor team members. Working on the project of Net promoter score (NPS) with full responsibility of data collection and calculating the rating and taking care of detractor leads issues and trying to resolve effectively in time.Tools: Salesforce, Ameyo, UX Achieve, Orderhive, UxOS, OMS, LeadSquared and Freshdesk

Education

• Board Of Secondary Education,Madhya Pradesh

  Diploma in Elementry Education, Educational Leadership and Administration, General

  2016 — 2018

• Jiwaji University

  Bachelor's degree, Sociology & Public/Applied History

  2015 — 2018

• Madhya Pradesh Bhoj (Open) University (MPBOU)

  Master's degree, Indian Culture & World and Indian (Economic & Cultural) History , Finance

  2019 — 2021

• Makhanlal Chaturvedi National University of Journalism and Communication, Bhopal

  Diploma in Computer Application, Computer Technology/Computer Systems Technology

  2018 — 2019

• Jain (Deemed-to-be University)

  Master of Business Administration - MBA, Marketing & Finance, A

  2021 — 2023