Avni Sharma
Carnegie,VIC
Summary
Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Solutions Coordinator
The Good Guys
01.2023 - Current
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Played key role in rebranding efforts, coordinating between design teams and marketing to ensure cohesive and impactful launch.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
Ad Policing Manager
Amazon Development Centre India
07.2022 - 10.2022
- Quick in analysing large set of data and interpreting insights
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization
- Bring in thought process while setting new SOPS and reporting mechanisms and set them up with high efficiency
- Monitor real time service levels and schedule adherence
Manager-Voice of Customer
IndiaMART InterMESH
04.2015 - 07.2022
- Handling Customer escalation process for all functions and sources, aiming to provide timely and accurate resolution.
- Developed and implemented strategies to improve call centre performance, including reducing wait times and increasing customer satisfaction.
- Evaluating the efficiency of established processes, developing improvement strategies and facilitating changes
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Regular identification of Prospect customer opportunities and providing quality leads to Sales team
Assistant Manager-Operations
First Source Solutions Limited
08.2010 - 01.2014
- Responsible for smooth functioning of inbound operations and achieve client SLA's.
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Assisted in recruiting, hiring and training of team members.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
Education
MBA - Human Resources Management
Apeejay Institute of Management
India06.2010
Bachelor of Commerce - Commerce
Apeejay College of Fine Arts
India06.2008
Skills
Relationship Building
Work Planning and Prioritization
Process Improvement
Strategic Planning
Operations Management
Project Management
Multitasking and Organization
Microsoft Office
Certification
- [Name of Certification] [Issuing Organization] [Year Month]
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional
Timeline
Customer Solutions Coordinator
The Good Guys
01.2023 - Current
Ad Policing Manager
Amazon Development Centre India
07.2022 - 10.2022
Manager-Voice of Customer
IndiaMART InterMESH
04.2015 - 07.2022
Assistant Manager-Operations
First Source Solutions Limited
08.2010 - 01.2014
MBA - Human Resources Management
Apeejay Institute of Management
Bachelor of Commerce - Commerce
Apeejay College of Fine Arts
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