KSKshitiz Sharma
@kshitizsharma
Experienced customer care representative with strong technical troubleshooting skills.
IndiaWhat I'm looking for
With over 7 years of dedicated experience in customer service, I have honed my ability to troubleshoot technical issues and provide exceptional support. My tenure at American Express, where I spent 2.5 years, allowed me to develop a robust skill set in diagnosing transaction failures and resolving complex payment issues for US-based cardmembers. I thrive in fast-paced environments, utilizing my problem-solving skills to efficiently assist users in overcoming challenges.
Throughout my career, I have worked with various systems and customer-facing roles, which has sharpened my ability to deliver solutions effectively. My experience spans across multiple organizations, including iEnergizer and Fareportal, where I tackled payment processing issues and technical glitches in real-time booking systems. I am passionate about streamlining workflows and enhancing user experiences, and I am eager to bring my technical expertise and customer-first approach to a dynamic team.
Experience
Work history, roles, and key accomplishments
Sr. Customer Care Representative
American Express India Pvt. Ltd.
Jan 2022 - Jul 2024 (2 years 6 months)
Provided technical troubleshooting and payment resolution support for US-based cardmembers, diagnosing transaction failures and fraud escalations. Assisted customers at US airports during graveyard shifts, ensuring payment authorizations. Created internal documentation to reduce ticket resolution time and increase team efficiency.
Credit Card Specialist
iEnergizer (CreditOne Bank)
Feb 2021 - Feb 2022 (1 year)
Troubleshot payment processing issues and online banking errors for US-based customers. Investigated technical concerns related to two-factor authentication and account suspensions, ensuring compliance with banking security protocols.
Senior Travel Executive
Fareportal India Pvt Ltd (CheapOAir)
Sep 2019 - Jan 2021 (1 year 4 months)
Assisted customers with technical troubleshooting of flight booking errors and payment failures. Provided guidance for resolving third-party tool integration issues and recommended automation improvements in backend workflows.
Senior Customer Relations Executive
Vodafone Shared Services
May 2019 - Aug 2019 (3 months)
Provided technical and account support for Vodafone customers, troubleshooting billing discrepancies and service outages. Created internal documentation to streamline resolution processes for common issues.
Technical Advisor
Concentrix Daksh Pvt. Ltd.
Jan 2017 - Apr 2019 (2 years 3 months)
Delivered technical support for broadband and internet services, troubleshooting connectivity issues and hardware conflicts. Used remote access tools to assist customers with advanced configurations.
Education
Degrees, certifications, and relevant coursework
Greenway Modern School
Senior Secondary Education, General Education
2010 - 2015
Completed Senior Secondary Education with a focus on Class 12 (SSC) curriculum, developing foundational knowledge and skills necessary for further academic pursuits.
Greenway Modern School
High School Education, General Education
2008 - 2012
Completed High School Education with a focus on Class 10 (HSC) curriculum, laying the groundwork for future studies and personal development.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
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