Anshuman Sharma

• Cultivating leads, delivering sales presentations, and highlighting value and features of Club Mahindra
memberships to prospective clients.
•
Acquired new members for Club Mahindra holiday membership packages. Facilitated communication between
company and potential customers to enhance engagement.
• Built a substantial network of HNI customers through seamless and prompt services to existing customers,
thereby obtaining successful references from them.
• More than 60% of the total businesses done are generated through references from existing customers.

• Meeting prospects and delivering presentations of Club Mahindra membership. Understanding prospects
holiday patterns and convincing them to enrol in the membership.
• Convincing existing customers to upgrade their membership. Generating quality references from existing
customers by delivering exceptional service to their queries, requests, and complaints (if any).
• Retaining customers amid membership cancellation requests.
•
Address escalation issues and resolve them to the satisfaction of customers.

• Managed a team of 25 customer support executives across calls, chats, and emails. Delivered pre-shift
communications to ensure clarity in objectives and expectations. Assigned tasks and monitored progress to
resolve escalated matters effectively. Identified and reported major behavioral issues to uphold professional
standards. Fostered a healthy work environment to enhance team morale.
• Conducted regular team meetings to evaluate performance metrics, tackle challenges, and cultivate a culture of
continuous improvement among staff members.

• Led a team of 15 associates in Vodafone customer care support. Monitored service levels and quality to ensure
compliance with standards. Coached team members regularly to enhance performance and skills. Delivered
pre-shift communications and provided floor support. Handled escalation calls to resolve complex customer
issues. Evaluated performance matrix reports and offered daily feedback to team members.
• Processed mortgage applications for Lloyds Bank customers, sanctioning or disapproving loans based on
established criteria. Conducted process tests to identify areas for improvement and enhance efficiency.
Coached underperforming team members to elevate overall performance standards. Provided training for new
employees and cross-skilling workshops for existing staff. Evaluated process improvement suggestions and
collaborated with clients for implementation.

• Managed enquiries from prospective postpaid customers, generating valuable leads for Tata Teleservices.
Conducted team briefings and provided essential floor support for ongoing operations.
• Handled escalation calls to resolve complex customer issues efficiently. Shared process updates with team members, clarifying queries to enhance understanding.