Komal Sharma
@komalsharma3
I resolve customer concerns across phone, chat, and email while improving service quality and operational performance.
IndiaWhat I'm looking for
I'm currently supporting Flipkart customers through Tech Mahindra, resolving order, refund, delivery, and account concerns over inbound calls. I maintain service metrics including 70% CSAT, approximately 320-second AHT, an 85% quality score, and 100+ customer interactions.
Previously, I led customer service teams at KocharTech / Maxicus, handling escalations across phone, email, and support channels, coaching team members, and improving operational efficiency. I was recognized as Gem of the Month for six consecutive months.
I've also managed chat and email support, tracked issues through closure, and communicated accurately with customers in English, Hindi, and Punjabi.
Experience
Work history, roles, and key accomplishments
Handle inbound customer calls for Flipkart, resolving order, refund, delivery, and account-related concerns. Maintain service metrics including CSAT, AHT, and quality scores while documenting cases and coordinating with internal teams.
Team Leader, Operations
KocharTech / Maxicus
Oct 2023 - Apr 2025 (1 year 6 months)
Led customer service teams, monitored performance, and handled escalations via phone, email, and support channels. Provided coaching and improved operational efficiency, earning recognition as Gem of the Month for six consecutive months.
Customer Service Executive
KocharTech / Maxicus
Jan 2023 - Sep 2023 (8 months)
Managed customer interactions through chat and email support, resolving concerns and maintaining issue tracking until closure. Delivered accurate and professional customer communication.
Education
Degrees, certifications, and relevant coursework
Guru Nanak Dev University
Master of Business Administration, Marketing and Finance
Pursued an MBA with a focus on Marketing and Finance.
Guru Nanak Dev University
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce degree.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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