Pooja Sharma
Strathtulloh
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Enterprise Customer/NOC Support
2 Degrees Mobile
10.2017 - 10.2023
- Providing customer service support to international roamers and corporate & government sector customers.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.
- Perform level 1 trouble-shooting and resolution tasks for Service Requests in accordance with defined Standard Operating Procedures.
- Liaise with external partners as required, which includes but not limited to roaming partners, government entities e.g. Police, other telecommunication providers and vendors.
- Actively taking part in the procedures improvement process as well as drafting new procedure to improve Team's knowledge base.
Customer Care Specialist
Mobile New Zealand
06.2015 - 10.2017
- Assisting pay monthly, prepaid and business customers through inbound calls and e-mails.
- Share my expertise of our 2degrees products and services.
- Handle difficult customers and provide the best resolution in the call.
- Following the 2degrees values and ensuring the desired customer experience is provided to our customers.
- Help in gaining and retaining customers. Manage service, product and billing inquiries and complaints.
- Cross sell by upgrading various product and services like broadband.
- Manage service, product and billing inquiries and complaints.
- Conduct customer satisfaction surveys and generate business through follow up.
Education
Diploma - Business Management
The Concordia Institute of Business
Diploma Level - IT
International College of Auckland
Skills
- Call Center Customer Service
- Customer Relationship Management
- Quality Assurance
- Problem-solving skills
- CRM Navigation
- Brand representation
- Patience Maintenance
- Empathy Display
Accomplishments
- I was top Customer care agent of the Quarter for several times throughout my tenure.
- I was awarded with the Voice of the customer award.
- I was rewarded with the Wall of the fame award for throughout excellent performance in the entire customer care
- Worked as Nesting Coach got various nominations for my work in this role.
Timeline
Enterprise Customer/NOC Support
2 Degrees Mobile
10.2017 - 10.2023
Customer Care Specialist
Mobile New Zealand
06.2015 - 10.2017
Diploma - Business Management
The Concordia Institute of Business
Diploma Level - IT
International College of Auckland
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