Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rahul Sharma

Winnipeg,MB

Summary

Results-driven professional with over 8 years of experience in customer service, technical support, and business development. Skilled in coordinating and managing tasks in fast-paced environments, with a strong ability to multitask, prioritize, and meet deadlines. Experienced in building and maintaining client relationships, collaborating with teams to drive business objectives, and utilizing software tools to streamline operations. Proven leadership and training capabilities, with a track record of enhancing processes and improving team efficiency. Proficient in Microsoft Office programs and adept at using technical tools to support business operations and maintenance activities.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Support Advisor

IntouchCX
Winnipeg, MB
11.2022 - Current
  • Responded to customer inquiries in a timely manner while adhering to service level agreements.
  • Created and shared knowledge base articles with the customers for commonly encountered issues and their possible solutions for future reference.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Handled customer service issues by providing guidance or escalating for advanced support.

Assistant Manager Business Development

Growth Natives
Chandigarh, India
02.2022 - 07.2022
  • Set up potential client contacts, cultivated relationships and followed through on service needs.
  • Collaborate with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
  • Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
  • Improved marketing plans and sales strategies processes to maximize business development.

Senior Lead Generation Executive

Beyond Codes Inc.
Chandigarh, India
07.2019 - 03.2022
  • Engaged with prospects to identify decision-makers, timelines and product or service needs.
  • Conducted cold calls to initiate contact or follow-up with prospects and qualify leads based on the company's criteria.
  • Researched and targeted prospective clients to support business development objectives.

Senior Associate Technical Support

Tech Mahindra
Chandigarh, India
11.2020 - 01.2022
  • Opened service tickets for clients, documenting user information and description of the problem.
  • Served as first point of contact for incoming technical service calls and emails.
  • Escalated service tickets to next level of support for immediate and faster resolution.

Courier Success Specialist

Skip The Dishes
Winnipeg, MB
02.2018 - 01.2019
  • Adjust courier schedule on a weekly basis based on the current business needs.
  • Provide accurate assistance on the app features and resolving app issues over the phone.

Baker and Store Front

Tim Hortons
Winnipeg, MB
11.2017 - 01.2019
  • Maintained current store, product and promotional knowledge to drive consistent sales.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.

Customer Service Representative

Biotrust Nutrition
Chandigarh, India
10.2016 - 07.2017
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Upheld quality control policies and procedures to increase customer satisfaction.

National Account Manager

Vodafone India Pvt Ltd.
Chandigarh, India
06.2015 - 05.2016
  • Generated new sales opportunities through Inbound lead follow-up and outbound calls and emails.
  • Negotiate contracts and close agreements to maximize company profits.

Technical Support Analyst

Eclerx Services Ltd.
Chandigarh, India
11.2013 - 05.2015
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.

Education

Applied Business Management -

University of Manitoba
09.2018

Bachelor's of Information And Technology -

Punjab Technical University
08.2013

3 Year Diploma in IT -

PSBTE & IT
06.2010

Skills

  • Multitasking and Technical Proficiency
  • Work Planning and Prioritization
  • Multitasking and Time Management
  • Interpersonal Skills and Innovative thinking
  • Detail-Oriented
  • Exceptional customer service
  • Written and oral communication skills
  • Teamwork and Collaboration
  • Data Entry and Management

Certification

  • Valid Class 5 License with clean record.

Timeline

Technical Support Advisor

IntouchCX
11.2022 - Current

Assistant Manager Business Development

Growth Natives
02.2022 - 07.2022

Senior Associate Technical Support

Tech Mahindra
11.2020 - 01.2022

Senior Lead Generation Executive

Beyond Codes Inc.
07.2019 - 03.2022

Courier Success Specialist

Skip The Dishes
02.2018 - 01.2019

Baker and Store Front

Tim Hortons
11.2017 - 01.2019

Customer Service Representative

Biotrust Nutrition
10.2016 - 07.2017

National Account Manager

Vodafone India Pvt Ltd.
06.2015 - 05.2016

Technical Support Analyst

Eclerx Services Ltd.
11.2013 - 05.2015

Applied Business Management -

University of Manitoba

Bachelor's of Information And Technology -

Punjab Technical University

3 Year Diploma in IT -

PSBTE & IT

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Rahul Sharma