Summary
Overview
Work history
Education
Skills
Languages
Work availability
Timeline

Rhyme Sharma

London
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse

Summary

Well-qualified Customer Support Executive / Tech Support Executive proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organised with team-orientated mentality and dedication to customer satisfaction and business goals bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviours, understanding customer desires, and providing customized solutions to build loyalty. Hardworking Operations Associate adapting to office and operations support tasks for well rounded assistance in dynamic, fast paced environment.

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work history

Technical support executive

SINCH
09.2021 - 08.2023
  • Understood and analysed operational requirements to produce suitable recommendations for clients.
  • Built and maintained customer trust by maintaining ongoing communications until resolution.
  • Attended service liaison meetings with customer representatives to raise awareness and update policies and strategies.
  • Utilised ticketing system to track timeline and resolution of problems.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.

Operations associate

Authbridge
12.2020 - 07.2021
  • Assisted with day-to-day operations of facility, including scheduling and customer service.
  • Compiled operational data and prepared reports, presentations and correspondence.
  • Assisted with resource allocation to meet forecasted business needs.
  • Alerted senior staff of upcoming critical tasks and deadlines.
  • Kept files organised and up-to-date for accurate record-keeping purposes.
  • Created and maintained client profiles, files and archives with stringent adherence to data security requirements.
  • Handled in-person, email and mailed correspondence.

Project associate

DATAFLOW
11.2019 - 03.2020
  • Defined project scope, milestones and task allocation to establish and maintain clear progress plans.
  • Led and motivated talented project teams, achieving targets within stipulated deadlines.
  • Drove client retention through quality project execution.
  • Secured new business opportunities by conducting research and networking.
  • Built relationships with stakeholders through outstanding client management skills.

Senior associate

AUTHBRIDGE
10.2016 - 03.2019
  • Customised letters, contracts and documents to meet client needs.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Offered prompt solutions to maintain customer satisfaction.
  • Participated in staff meetings to discuss new developments.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Registered and updated accurate customer information on database.
  • Recorded customer communications to maintain proper documentation.
  • Resolved complaints with proactive problem-solving and analysis.
  • Handled complaints with calm and diplomatic manner.
  • Upheld data integrity by ensuring key account details and actions logged in CRM software.

Senior Executive - Customer Support

AEGIS
06.2015 - 08.2016
  • Provided customers with outstanding service, extending relationships for future business opportunities.
  • Spearheaded development and delivery of product initiatives based on in-depth market research.
  • Cultivated strong work culture and high standards to drive employee retention and performance.
  • Maintained smooth operations through careful management of office workflow and administrative processes.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Maintained compliant documentation on CRM software for reliable company records.

Education

Bachelor of Arts - English Literature

Delhi University, INDIA
05.2010 - 05.2013

Skills

  • Adaptive team player
  • Customer service expert
  • Microsoft Office
  • System implementation
  • 70 wpm typing speed
  • Zendesk
  • Excel proficiency
  • Written and verbal communication skills
  • Telephone skills
  • Google Workspace
  • Communication skills

Languages

English
Fluent

Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline

Technical support executive - SINCH
09.2021 - 08.2023
Operations associate - Authbridge
12.2020 - 07.2021
Project associate - DATAFLOW
11.2019 - 03.2020
Senior associate - AUTHBRIDGE
10.2016 - 03.2019
Senior Executive - Customer Support - AEGIS
06.2015 - 08.2016
Delhi University - Bachelor of Arts, English Literature
05.2010 - 05.2013

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Rhyme Sharma