Neeru Sharma
Wattle Downs,New Zealand
Summary
IT sales professional with strong background in generating leads and closing deals within tech industry. Known for fostering collaborative environments and driving team success. Highly adaptable to changing market needs, with focus on delivering client-centric solutions. Proficient in CRM software and strategic sales planning.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Z Energy
Auckland
05.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining exceptional service standards.
- Trained new team members on company policies and customer service best practices.
- Implemented process improvements that enhanced response times and overall efficiency.
- Developed training materials to support ongoing staff development and knowledge sharing.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Mentored junior representatives, fostering a culture of excellence in customer interactions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
IT Sales Specialist
The Computer Warehouse
Manukau, Auckland
01.2019 - 04.2024
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Monitored IT use to maintain compliance with established processes, policies and guidelines.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
- Installed and supported desktop software titles and add-ons.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Developed self-help tools, user assistance documents and training initiatives to execute overall business technology plans.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Input customer service orders and tracked orders through to completion.
- Utilized automated systems to manage and track customer inquiries through to completion.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Developed and maintained strong client relationships to drive sales growth and customer loyalty.
- Analyzed market trends to identify opportunities for product positioning and competitive advantages.
- Managed sales pipeline, ensuring timely follow-ups and consistent communication with leads and clients.
- Implemented customer feedback mechanisms to refine service offerings and improve satisfaction levels.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problemsolving.
- Provided first-rate service to all customers and potential customers.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
- Managed sales pipeline effectively, prioritizing tasks to maximize revenue potential.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
- Implemented CRM tools to track client interactions, optimizing follow-up procedures for better results.
- Demonstrated product features, answered questions and persuasively overcame objections.
- Drafted, finalized and submitted paperwork to complete sales.
- Adapted selling approach based on each customer''s unique needs/preferences; tailoring product offerings accordingly.
- Increased sales revenue by developing and implementing strategic sales plans.
- Delivered engaging sales presentations, effectively communicating the value of products and services to prospective clients.
- Collaborated with cross-functional teams to deliver comprehensive solutions for clients'' needs.
- Stayed current on industry trends by attending workshops, seminars, reading trade publications; applying newly acquired knowledge into daily activities.
- Expanded customer base with targeted prospecting and lead generation efforts.
- Maintained current knowledge of evolving changes in marketplace.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Computer Technician
The Computer Warehouse
Manukau, Auckland
01.2017 - 12.2019
- Identified hardware issues caused by component failures using approved diagnostic tools.
- Configured computers to network drivers and connected to printers and other peripheral equipment.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Built and repaired all kind of computers according to schedule.
- Coordinated with hardware and software vendors to obtain warranty services, external technical support and replacement products.
- Notified appropriate personnel of equipment malfunctions, providing timeframes for potential remedial measures.
- Performed functionality testing on various systems and applications to confirm suspected faults and malfunctions.
Education
Post Graduate Diploma - Information Technology
Whitireia Community Polytechnic
Auckland10.2016
Master of Computer Science - Software
Kurukshetra University
Haryana05.2007
Skills
- Call Center Operations
- Customer support needs assessment
- Hardware diagnostics
- Technical Troubleshooting
- Hardware upgrades
- Application installations
- MS Office proficiency
- Good knowledge of handling retail operations
- Experience of handling POS (til)
- Customer service
- Customer relations
- Problem resolution
- Relationship building
- Microsoft Excel
- Complaint handling
- Client relations
- Payment processing
- Product knowledge
- Sales expertise
- Stock management
- Sales closing
LANGUAGES
English: Professional
Timeline
Customer Service Representative
Z Energy
05.2024 - Current
IT Sales Specialist
The Computer Warehouse
01.2019 - 04.2024
Computer Technician
The Computer Warehouse
01.2017 - 12.2019
Post Graduate Diploma - Information Technology
Whitireia Community Polytechnic
Master of Computer Science - Software
Kurukshetra University