Yash

YASH SHARMA
[open contact info](look above in the "contact info" section)

[open contact info](look above in the "contact info" section)
Customer Support/Retention
Mumbai, Maharashtra, India

SUMMARY
Dedicated and customer-focused support professional with experience in handling live chat and email queries in
the iGaming industry. Skilled in providing prompt and accurate assistance, ensuring high customer satisfaction
and retention. Adept at managing multiple interactions efficiently while maintaining quality standards and
adhering to company policies. Proven track record of meeting and exceeding key performance indicators (KPIs)
such as response time, resolution rate, and customer satisfaction scores. Strong problem-solving abilities with a
keen eye for detail, issue escalation, and documentation to improve overall support processes.

EDUCATION PROFESSIONAL EXPERIENCE
St. Andrews College of Arts, Science &
Customer Support Agent (May 2023 - Feb 2025)
Commerce
NDA (Gambling & Betting)
Bachelor of Commerce ( Banking and Finance)
2012 – 2015
Responded to customer inquiries via live chat and email,
ensuring quick and accurate resolution to enhance customer
SKILLS satisfaction.
Managed 120+ live chats daily, efficiently resolving customer
queries related to betting, payments, and promotions.
Customer Chat Support & Retention
Identified and escalated complex issues to relevant departments
Sales & Upselling Strategies
while maintaining detailed records of customer interactions for
Process Optimization & Productivity
future reference.
Enhancement
Consistently met and exceeded key performance indicators
Conflict Resolution & Customer
(KPIs), including response time, resolution rate, and customer
Satisfaction
satisfaction scores.
Cryptocurrency
Performance Management
Retention Specialist (Dec 2021 - March 2023)
NDA (Gambling & Betting)

Handled customer retention strategies, engaging clients via calls
to promote products, offers, and bonuses.
Resolved escalated customer issues, improving customer loyalty
and satisfaction rates.
Provided feedback and coaching to enhance team performance
in upselling and problem resolution.

Customer Service Representative (Oct 2018 - Nov
2021)
Paysense India Pvt Ltd.

Assisted customers via chat, email, calls, and tickets, ensuring
timely query resolution.
Maintained a strong focus on customer satisfaction and
retention, contributing to business growth.