Amit Sharma
Olton,Solihull
Summary
Over 20 years of experience in customer service, specialising in efficient resolution of queries and complaints. Proven ability to implement innovative techniques that enhance customer satisfaction and lead to positive feedback. Expertise in both telephonic and face-to-face interactions, with a strong focus on empathy and understanding customer needs. Committed to continuous learning and skill development to improve communication and problem-solving capabilities.
Overview
20
20
years of professional experience
Work history
Shift Manager
Tesco
Birmingham, West Midlands
2026.02 - Current
- Delivered excellent customer service by overseeing staff training programmes.
- Resolved customer complaints promptly to maintain high service standards.
- Honoured employee punctuality by creating fair rotas that respected their time off requests..
- Enhanced productivity through performance monitoring and constructive coaching sessions.
- Optimised shift schedules to improve operational efficiency.
Manager
Dixy Chicken and Roscoes
Birmingham, West Midlands
2023.01 - 2026.02
- Managed team dynamics by implementing conflict resolution strategies.
- Fostered a positive work environment with regular team-building activities.
- Identified growth opportunities through comprehensive market research.
- Recruitment and onboarding, setting goals, and fostering a positive culture
- Trained and coached new employees.
Customer service administrator
Point Four Properties
Hall Green, Birmingham
2013.10 - 2017.03
- Improved customer satisfaction by promptly responding to enquiries via telecom and emails.
- Offered constructive feedback during team meetings for improved operations.
- Maintained customer database, ensuring accuracy and confidentiality.
- Uploaded and managed rental and sales properties' data on our company website and other rental sites.
- Maintained many customer accounts for rent collection, rent contracts and sale memos.
- Helped with ledger maintaining and bank documentation.
- Dealt with internal audits and assessments.
- Dealt efficiently with customer complaints, promoting positive brand image.
- Managed challenging situations with tact and diplomacy, maintaining positive relations.
Team member/ Trainee team leader
Kfc
Hall Green, Birmingham
2010.10 - 2015.02
- Managed cash register transactions for accurate record keeping.
- Ensured workplace cleanliness with regular maintenance tasks.
- Provided excellent customer service to enhance business reputation.
- Handled difficult customers, resulting in conflict resolution.
- Maintained high standards of food hygiene, securing customer trust.
- Displayed teamwork skills to improve overall productivity.
- Responsible for the entire kitchen work area.
Technical Support Manager
IBM
Gurgaon, India
2007.05 - 2010.08
- Team leader/Manager
- Managed groups of 20-25 employees
- Worked diligently under pressure whilst maintaining a high standard of work, demonstrating resilience and dedication in demanding situations.
- Provided technical guidance to ensure smooth operations.
- Trained staff on new technologies, leading to better productivity.
- Assisted colleagues with IT queries for improved teamwork.
- Fostered positive client relationships through excellent communication skills.
Customer service executive
Saffron Global Services Ltd
Gurgaon, India
2006.07 - 2007.04
- Handled high volume calls whilst maintaining professionalism and composure.
- Assessed customer needs accurately, making relevant recommendations that fit their specific requirements.
- Enhanced brand reputation with excellent telephone etiquette.
- Conducted customer surveys to gather feedback on service experience improvement.
Education
Masters in Hospitality - Business and Tourism Management
University College Birmingham
Birmingham /2010 - /2012
Level 3 Certificate in Coaching and Mentoring - Civil Service
Release Potential Civil Service Programme
IndiaCertificate - First Aid and Hospitality
St John's Ambulance
India /2000 - /2001
Skills
- Microsoft office suite proficiency
- Product knowledge and integration
- Leadership in diverse environments
- Knowledge of regulatory standards
- Customer relationship management systems
- Ethical conduct
- Technical proficiency
- Mentoring and coaching
- Customer relationship management
- Safety consciousness
- Health and Safety Compliance
- Customer Service
- Team Leadership
- Teamwork
- Proactive problem solving
Languages
Hindi
Native
English
Fluent
Driving License
Full UK Manual Driving License
References
References available upon request.
Timeline
Shift Manager
Tesco
2026.02 - Current
Manager
Dixy Chicken and Roscoes
2023.01 - 2026.02
Customer service administrator
Point Four Properties
2013.10 - 2017.03
Team member/ Trainee team leader
Kfc
2010.10 - 2015.02
Technical Support Manager
IBM
2007.05 - 2010.08
Customer service executive
Saffron Global Services Ltd
2006.07 - 2007.04
Masters in Hospitality - Business and Tourism Management
University College Birmingham
/2010 - /2012
Certificate - First Aid and Hospitality
St John's Ambulance
/2000 - /2001
Level 3 Certificate in Coaching and Mentoring - Civil Service
Release Potential Civil Service Programme