Shubham Sharma

2+ years of work experience

Sep 20232 yrs 1 moSep 2025

Sales Executive – Dyson (2 Years) Customer Support & Sales Operations Delivered personalized consultations and after-sales support, ensuring premium customer experience and retention. Consistently exceeded monthly sales targets through strong product expertise and solution-based selling. Built lasting customer relationships by understanding needs and recommending tailored Dyson products. Maintained a customer-first approach across all interactions, driving satisfaction and brand loyalty. Handled inquiries, escalations, and product demos with professionalism, accuracy, and empathy. Subject Matter Expert (SME) – 6 Months Served as process and escalation expert, guiding agents on complex issues to maintain service quality and KPI performance. Conducted refresher trainings and coaching to strengthen product knowledge and communication skills. Collaborated with Quality and Ops teams to identify gaps and drive corrective actions. Ensured adherence to process standards and key metrics (CSAT, AHT, FCR). Supported new hire onboarding, nesting, and certification readiness. Created and maintained updated process guides, FAQs, and reference materials. Quality Analyst (QA) – 6 Months Audited calls, chats, and emails to ensure compliance with process and client standards. Delivered actionable feedback and coaching to improve accuracy, communication, and customer satisfaction. Conducted RCA on defects and aligned improvement plans with Ops and Training teams. Maintained quality dashboards, reports, and trackers to monitor performance trends. Ensured consistent achievement of QA metrics (CSAT, AHT, QA scores, FCR). Facilitated calibration sessions to ensure unbiased scoring and standardization. Recognized for audit accuracy, process insight, and driving a culture of quality excellence.

20222 yrs2024

Managed inbound and outbound US customer interactions, resolving product queries, complaints, and service requests with a focus on first-call resolution. Maintained consistently high customer satisfaction (CSAT) scores by delivering empathetic and solution-oriented support. Used Salesforce CRM to log, track, and follow up on customer cases, ensuring accurate records and timely resolution. Identified account discrepancies and coordinated with relevant teams to resolve issues within defined SLA timelines. Maintained thorough documentation of every interaction, ensuring data integrity and audit readiness. Consistently met and exceeded daily productivity, quality, and AHT targets in a structured US process environment.