Nikhil Sharma

Experience

1. Customer Support Executive

   iEnergizer

   Jun 2025 — Present · Noida, IN

   Customer Interaction:Handle inbound customer queries promptly and professionally across multiple channels (phone, email, chat, social media).Conduct outbound calls/emails for follow-ups, feedback collection, issue resolution, and customer retention. • Issue Resolution:Diagnose and resolve customer complaints or issues effectively, escalating complex cases to the relevant department when necessary. • Product/Service Knowledge:Maintain thorough knowledge of company products and services to provide accurate information and guidance to customers. • Documentation:Accurately document all customer interactions, transactions, and feedback in the CRM or ticketing system. • Customer Feedback:Gather customer feedback and insights to help improve service quality and product offerings. • Adherence to Process:Follow company policies, procedures, and quality standards consistently to deliver excellent customer service. • Team Collaboration:Work closely with sales, technical support, and other teams to ensure smooth resolution of customer issues and enhance customer experience. • Performance Metrics:Meet or exceed key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and call quality standards. • Continuous Learning:Participate in ongoing training sessions and workshops to improve product knowledge, customer handling skills, and adapt to new tools and technologies.

Education

• Stepping Stones Intermediate College - India

  Intermediate

  2015 — 2017

• PSIT Kanpur (Pranveer Singh Institute of Technology)

  Bachelor of Technology - BTech

  2017 — 2021