Yashica Sharma

Associate Consultant

Delhi, Delhi, India3 yrs 6 mos experience

Key Highlights

Proven ability to manage and train teams effectively.
Strong skills in escalation management and quality auditing.
Experienced in handling social media customer interactions.

Stackforce AI infers this person is a skilled professional in customer service and operations within the Fintech industry.

Contact

Skills

Core Skills

Escalation ProcessTeam LeadershipQuality AuditingTeam Management

Other Skills

Microsoft WordCommunicationMicrosoft ExcelAdobe PhotoshopProduction TrackingSocial MediaFreshdeskVideo SurveillanceMicrosoft PowerPointTwitterSocial Media LawProblem SolvingSalesWork AloneReconciling Reports

Experience

3 yrs 6 mos

Total Experience

1 yr 9 mos

Average Tenure

Current Experience

Paytm

2 roles

Associate

Sep 2021 – Jul 2024 · 2 yrs 10 mos

1.Handle the escalation case.
2.Provided on the job training to newly hired workers and team members.
3.Working with the EDC service team in order to get the pendencydown by analysing their tracker and highlighting the gap.

Microsoft WordEscalation ProcessCommunicationTeam Leadership

Associate

Sep 2021 – May 2024 · 2 yrs 8 mos

Microsoft ExcelAdobe Photoshop

One97 communications pvt. ltd. (paytm)

Operational Specialist

Sep 2021 – Jul 2024 · 2 yrs 10 mos

Worked with the EDC service team in order to get the pendency down by analysing their tracker and highlighting the gaps. Managed a team of 10 associates and did the audit of the team performance by various tools (Quality Analysis, Production tracker, Salesforce, Freshdesk). Creating and maintaining reports of business data for higher management. Handling the Social Media escalation case (Twitter, LinkedIn, Facebook). Identifying process and system gaps and developing potential solutions. Handling the escalation case. Provided on-the-job training to newly hired workers and team members.

Quality AuditingProduction TrackingSocial MediaFreshdeskTeam Management

Rbl bank

Associate

Dec 2020 – Aug 2021 · 8 mos · Gurugram, Haryana, India

Working in video verification department.
Handle the customer on video callforthe credit card verification.
For absence for manager handle the floor support.
Achieved personaltargets in line with KPI objective.

Microsoft WordVideo Surveillance

Globiva services pvt. ltd. (rbl payroll)

Operational Specialist

Dec 2020 – Aug 2021 · 8 mos

Working in video verification department. Handle the customer on video call for the credit card verification. For absence for manager handle the floor support. Achieved personal targets in line with KPI objective.

Video Surveillance