Indu Sharma

[email protected] 9654142227 Sri Ganganagar, INDIA

PROFESSIONAL SUMMARY

With experience in banking and insurance, I have excelled as a trainer and team coach, demonstrating expertise in imparting knowledge and leading teams. Following a career break due to motherhood, I have transitioned into the role of an Admin Executive. I bring a strong understanding of banking and insurance practices alongside a passion for training and team leadership. I am now seeking opportunities to leverage my diverse skill set and contribute effectively to a progressive organization.

WORK EXPERIENCE

Customer Service Respersantative
01/2025 - 06/2025
Teleperformance , Jaipur
Resolved over 50 customer inquiries daily via email, achieving a 95% customer satisfaction rating through timely and accurate responses
Streamlined email response templates, reducing average handling time by 20% and improving team efficiency
Collaborated with cross-functional teams to escalate and resolve complex issues, enhancing first-contact resolution rates by 15%
Maintained detailed records of customer interactions, contributing to data-driven improvements in service delivery
Executive Administrator
04/2024 - 09/2024
Av3 Solutions
Developed and maintained databases to optimize data organization and retrieval efficiency
Conceptualized and crafted compelling social media posts to increase audience engagement and brand visibility
Composed marketing content for properties to attract potential buyers and lessees
Generated agreements and formulated sales proposals to facilitate smooth transactions
Managed email correspondence and organized inbox to ensure timely and efficient communication
Orchestrated online advertising campaigns for properties to enhance market exposure and lead generation
Conducted proactive cold calling initiatives to identify potential clients and expand outreach efforts
Excelled in providing exemplary client management to ensure high satisfaction levels and repeat business
Utilized proficiency in Canva, PDFs, MS Word, PowerPoint, Excel, and Outlook to support various administrative tasks
Handled correspondence and managed social media accounts to maintain professional communication and brand representation
Prepared detailed reports to provide insights and support decision-making processes
Delivered exceptional customer service to address inquiries and resolve issues effectively
Maintained meticulous files and records to ensure easy access to information and compliance with regulations
Managed data in spreadsheets and reports to support accurate record-keeping and informed decision-making
Organized and scheduled meetings and events to facilitate seamless coordination and productive discussions
Managed technical issues in the area of expertise to ensure operational continuity and user support
Carried out clerical duties, including answering phones and preparing documents, to streamline office operations and support team members
Process Developer
01/2014 - 10/2017
GENPACT India Private Limited
Communicated with clients daily through emails and calls to address escalations and queries, ensuring timely resolution
Trained and mentored new team members, facilitating their upskilling and integration into the team
Prepared Knowledge Assessment tests and conducted them to evaluate the team's knowledge and skills
Implemented Training Need Indicator (TNI) for the team on a monthly basis to identify and address skill gaps
Coached and supported team members to enhance their performance and productivity
Generated Work in Progress reports and allocated tasks to team members, ensuring smooth workflow and task management
Conducted random quality checks to maintain and improve service quality standards
Verified documents in the UK Mortgage Banking Process, ensuring accuracy and compliance with regulations
Prepared monthly Error Analysis reports, identifying and addressing errors to improve team performance
Maintained and updated the team tracker to monitor and track team activities and progress

EDUCATION

MS/M.Sc(Science)
01/2011
maharaja ganga singh university,bikaner
B.Sc
01/2009
maharaja ganga singh university,bikaner

SKILLS

Technical Skills: MS Office, Report Tracking, Back Office Operations, Administrative Support, Production Maintenance
Soft Skills: Team Coaching, Team Leadership, Training Delivery, Communication, Problem Solving
Tools: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, CRM Software
Other: UK Mortgage Knowledge, International BPO Experience, Operations Management, Administrative Management

CERTIFICATIONS

O level
Generative AI Mastermind
09/2025
Outskill
O level
Deoacc Society

ACHIEVEMENTS

Awarded Best Employee