Abhishek Sharma

Customer service and back office professional with 3+ years experience as an Associate CS and Back Office Executive handling customer support and chat operations. Skilled in Chat Support Operations, Refunds, Returns & Replacements, Record Management, and Problem Solving to resolve issues and maintain operational records. Strong communication, team collaboration, and proficiency with MS Office enable efficient documentation and cross-functional coordination.

Associate CS at Sutherland Global Services Pvt. Ltd. (2025-09 – Present)

Payroll: CIEL HR Services Pvt. Ltd.

• Delivered chat-based Customer Support to Amazon customers on product queries, resolving issues and ensuring satisfaction.
• Processed refunds, replacements, returns, and order-related resolutions via chat.
• Managed 60–80+ customer chats daily while meeting quality standards.
• Maintained service records and customer interaction reports to preserve case history.
• Coordinated with internal teams to escalate and close complex issues promptly.
• Consistently maintained Average Handle Time (AHT) below 8.32 minutes, improving throughput.

Back Office Executive at DHL Express (I) Pvt. Ltd. (2022-11 – 2025-05)

Payroll: Anand Agency

• Managed day-to-day back-office operations to ensure accurate documentation and process compliance.
• Maintained and organized records and reports with consistent accuracy to support audits and operations.
• Coordinated with internal departments to resolve issues and streamline workflow across logistics functions.
• Supported operational activities and ensured timely completion of assigned tasks to maintain service continuity.

B.Sc. in Information Technology – Mumbai University (2022)

H.S.C. – Maharashtra State Board (2017)

S.S.C. – Maharashtra State Board (2015)