Sanjay Sharma

About Sanjay Sharma

As a seasoned customer care professional with over 16 years of experience, I have honed my expertise in delivering exceptional service across diverse industries, including travel, finance, and technology. Currently, I excel as a Senior Customer Care Representative at Webhelp, where I provide outstanding support to clients such as Adidas, Vodafone UK, Nectar, and Curry’s, consistently surpassing performance targets and earning recognition for my dedication and skill. My journey has equipped me with a deep understanding of customer requirements, technical troubleshooting, and quality assurance. At Vodafone UK, I transitioned from technical support to account management and was promoted to Interim Quality Analyst, where I monitored and evaluated service performance, ensuring top-notch customer experiences. Previously, I served as a Senior Travel Consultant at Southall Travel Ltd, managing inbound UK travel processes and resolving complex customer complaints. My role as Head of Operations at Genie Travels Private Limited further solidified my leadership and operational management skills, particularly in handling air reservations, hotels, and car rentals worldwide. My foundational years at American Express provided me with invaluable experience in technical support and customer service for US-based clients, navigating and troubleshooting complex systems. With a Bachelor of Arts from Delhi University, I possess a strong academic background that complements my professional experience. I am passionate about delivering high-quality service, fostering strong client relationships, and continuously improving processes to achieve excellence.

Experience

1. Senior Customer Care Representative

   Webhelp

   Oct 2020 — Present · Gurugram, IN

   Working as a senior customer care representative at Webhelp, delivering support to the customers of Adidas in 13 different countries and languages via the email process for 1.5 years.During this time, I have honed my communication skills and developed a deep understanding of Adidas products and customer requirements. I have consistently met and exceeded performance targets, earning recognition for my exceptional customer service. Then I was internally posted to the voice process with Vodafone UK in the pilot batch of the mobile tech process, assisting customers with technical issues and troubleshooting.Then I moved onto account management at Vodafone UK, where I continued to excel in customer service and relationship building. I was then promoted to interim quality analyst, where I monitored and evaluated the performance of customer service representatives to ensure high quality service.I then moved onto another role within webhelp in collaboration with Nectar (another UK client), serving in the voice process and assisting customers with their inquiries and concerns.Currently, within Webhelp I\'m assisting customers of another UK client known as Curry\'s, which deals in all kinds of electronic goods. My role involves resolving customer queries and complaints

Education

• Delhi University

  Bachelor of Arts - BA