Lalit kumar sharma

Operations Associate

Delhi, India3 yrs 1 mo experience

Most Likely To Switch

Key Highlights

Achieved 90% first-call resolution rate.
Maintained 95% customer satisfaction score.
Demonstrated strong conflict resolution skills.

Stackforce AI infers this person is a Customer Support Specialist with expertise in B2C service environments.

Contact

Skills

Core Skills

Customer Relationship Management (crm)Customer ServiceCustomer Experience

Other Skills

Customer SatisfactionCommunicationConvenienceBusiness DevelopmentNegotiation and Conflict ResolutionInterpersonal CommunicationCustomer RetentionProblem SolvingProblem ManagementTime ManagementMultitasking

Experience

3 yrs 1 mo

Total Experience

1 yr 6 mos

Average Tenure

1 yr 9 mos

Current Experience

Cashify

Operation

Aug 2024 – Present · 1 yr 9 mos · Hybrid

Assigning customer leads to different partners.
Coordinating with the Partner FE to visit the customer on time.
Taking care of Escalation take necessary action|| Timely check of reschedule cancellation of leads performed
by FE is done only after customer consent.
Maintain FEs grooming which includes wearing dress, responding with greeting, soft spoken, etc.
Creating different reports as per required by the ZM also send performance report to partner

Customer Relationship Management (CRM)Customer Satisfaction

Uber

Customer Support Executive

Apr 2023 – Aug 2024 · 1 yr 4 mos · Gurugram, Haryana, India · Remote

.Managed various rider concerns and issues, effectively navigating and resolving escalation points to ensure a
smooth and satisfactory experience for both riders and the company.
Utilized strong communication skills to address payment discrepancies, rider feedback, and account-related
matters,ensuring quick and efficient solutions.
Collaborated with Uber Support to escalate critical issues when necessary, consistently maintaining a
professional demeanor and advocating for the best outcomes.
Demonstrated adaptability and resilience in addressing technical challenges, navigation problems, and safety
concerns, fostering a reputation for reliable and responsive service.

Customer ServiceCustomer Relationship Management (CRM)

Dishtv

Customer Support Executive

Feb 2022 – Apr 2023 · 1 yr 2 mos

Handled 80+ customer inquiries daily on DISHTV products, achieving a 90% first-call resolution rate.
Troubleshot technical and billing issues, reducing average call handling time by 20% (from 6 to 4.8 minutes).
Maintained a 95% customer satisfaction score through clear, proactive communication.
Resolved 100% of escalated cases within 24 hours, lowering repeat contacts by 30%

CommunicationCustomer Experience