Open to opportunities

Nisha Sharma

@nishasharma3

Message

Empathetic Customer Service Specialist with 4+ years of experience.

Canada

Message

What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for growth in a collaborative environment.

I am an empathetic and solutions-driven Customer Service Specialist with over four years of experience in high-volume call centers. My expertise lies in resolving complex customer issues and leveraging CRM tools like Salesforce to enhance client satisfaction and retention. I consistently exceed performance metrics by delivering timely, customer-focused support and fostering strong client relationships.

In my current role at Flora Graphics and Printing Inc., I manage over 80 daily customer inquiries, achieving a 95% satisfaction rate. I have improved data accuracy by 30% through effective use of Salesforce and have successfully resolved escalated complaints, reducing repeat issues by 15%. My previous experiences have equipped me with the skills to coordinate logistics, handle customer escalations, and contribute to sales growth, all while maintaining a high standard of customer service.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

Flora Graphics and Printing Inc.

Mar 2022 - Present (3 years 4 months)

Managed 80+ daily customer inquiries via phone and email with a 95% satisfaction rate. Utilized Salesforce to maintain and update over 1,200 client records, improving data accuracy by 30%. Resolved escalated complaints within SLA targets, reducing repeat issues by 15%.

Customer Relationship Management Salesforce Conflict Resolution Data Entry

Customer Service Representative

Furdeco

Jan 2021 - Present (4 years 6 months)

Coordinated with logistics teams to track and resolve delivery issues, improving on-time delivery by 20%. Updated CRM system with real-time delivery and customer interaction data, enhancing reporting accuracy. Handled customer escalations and provided solutions, achieving a 92% first-contact resolution rate.

Logistics Coordination CRM Customer Escalation Conflict Resolution Data Entry

Customer Support Advisor

Teleperformance

Mar 2020 - Present (5 years 4 months)

Delivered technical support via web chat for SiriusXM radio systems, averaging a 4.8/5 satisfaction score. Upsold service plans based on customer needs, driving a 12% increase in average order value. Documented customer feedback to inform product improvements, leading to two feature enhancements.

Technical Support Upselling Customer Feedback

Customer Success Associate

Mindnext Solution

Aug 2019 - Present (5 years 11 months)

Processed 50+ design service orders weekly, coordinating with designers and clients for timely delivery. Resolved client disputes and revisions efficiently, achieving a 98% post-resolution satisfaction rate. Maintained accurate billing, refunds, and order records in CRM per company policies.

Order Processing Dispute Resolution Billing CRM

Education

Degrees, certifications, and relevant coursework

Punjab Technical University

Bachelor of Computer Applications, Computer Applications

Obtained a Bachelor of Computer Applications, building a foundational understanding of computer science principles. Developed skills in software applications, database management, and system analysis.

Lovely Professional University

Master of Computer Applications, Computer Applications

Completed a Master of Computer Applications, focusing on advanced topics in computer science and software development. Gained expertise in various programming languages, algorithms, and data structures.