Karan Sharma
@karansharma9
I resolve complex customer issues, retain customers, and drive high-quality support across digital and healthcare services.
IndiaWhat I'm looking for
I've delivered customer support at Telus International, Teleperformance India, and Concentrix India, resolving technical, billing, eligibility, claims, delivery, returns, and refund inquiries across voice, chat, and CRM environments.
At Telus International, I maintained an 82% first-contact resolution rate and achieved 20 revenue-generating units through needs-based upselling. I also maintained a 95% NPS score while resolving 40+ daily cases at Teleperformance and mentored junior agents during nesting.
Experience
Work history, roles, and key accomplishments
Delivered end-to-end support for digital services, resolving technical, billing, and plan inquiries. Maintained an 82% First-Contact Resolution rate and achieved sales targets of 20 RGUs.
Provided high-quality service to U.S. healthcare insurance members, resolving eligibility, claims, and process queries. Maintained a 95% NPS score and mentored junior agents.
Assisted customers via live chat with delivery, order, billing, returns, and refunds. Handled multiple chats simultaneously and documented interactions in CRM systems.
Education
Degrees, certifications, and relevant coursework
Delhi University
Bachelor of Arts (Hons.), Economics
2023 -
Pursuing Bachelor of Arts (Hons.) in Economics from Delhi University, School of Open Learning.
Kamal Public Senior Secondary School
Class 12th
Completed Class 12th through CBSE board.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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