Akshay Sharma

Senior Customer Care and Social Media Support Executive with 4+ years of progressive experience in international BPO environments. Specialist in Online Reputation Management (ORM), managing brand presence across Twitter/X, Facebook, and LinkedIn — including sentiment monitoring, negative review handling, public complaint de-escalation, and crisis response. Consistently achieved 100% customer satisfaction across omnichannel platforms. Fluent in English with a neutral accent.

Senior Customer Care & Social Media Support Executive - Netimpact Solutions Pvt Ltd - Noida, India

(2023-12)

• Managed end-to-end ORM across Twitter/X, Facebook, and LinkedIn — monitoring brand mentions, responding to public complaints, and protecting brand reputation.
• Maintained 100% customer satisfaction rate across chat and social media channels through empathetic, on-brand communication.
• Handled negative review management and public complaint de-escalation, converting dissatisfied customers into brand advocates.
• Monitored brand sentiment in real time, escalating critical issues to senior stakeholders before they escalated publicly.
• Identified process gaps in social support workflows and implemented solutions that improved average response time.
• Provided technical support via chat, troubleshooting hardware and software issues for a diverse customer base.

Senior Customer Care Executive - Ienergizer Pvt Ltd - Noida, India

(2022-07 - 2023-11)

• Managed customer queries and complaints on Facebook and Twitter/X, ensuring timely, brand-aligned responses that improved public perception.
• Conducted outbound calls for account information, service assessments, and customer retention.
• Reduced customer wait times and complaint volumes by redesigning task prioritization workflows across voice and digital channels.
• Captured and reported social media feedback to product and operations teams, driving service improvements.
• Maintained accurate customer data in CRM systems, ensuring data integrity across all interactions.

Senior Customer Care Executive - Teleperformance Global Services Pvt Ltd - Noida, India

(2020-12 - 2022-07)

• Delivered empathetic, solution-focused customer support across voice and digital channels for international clients.
• Achieved consistently high first-call resolution (FCR) rates, contributing to strong team CSAT scores.
• Converted inbound service inquiries into scheduled appointments, supporting business revenue goals.
• Collaborated with team leads to refine scripts and support processes, improving overall team performance.

Bachelor of Computer Applications - BCA - Sikkim Manipal University (2014 - 2017)

12th Grade - C.B.S.E Board (2012 - 2013)

10th Grade - C.B.S.E Board (2010 - 2011)