Divanshu Sharma
Customer Service & Operations Specialist | 4+ Yrs | Voice, Chat & Email | International Support Expert · India
Contact details — on requestProof of Work — on request
Experience
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Customer Service Specialist
Beem - India · Aug 2025 – Feb 2026
- Provide customer support via email and inbound/outbound calls, ensuring clear communication and timely resolution of user issues.
- Handle queries related to cash advance eligibility, withdrawals, repayment issues, and transaction status, ensuring accurate guidance and transparency.
- Support customers with account status checks, KYC status information, and documentation-related updates in line with internal policies.
- Investigate account restrictions, failed withdrawals, and eligibility-related concerns by reviewing user data and system indicators.
- Assist users with app features such as balance insights, advance limits, repayment schedules, and general app navigation.
- Maintain accurate and detailed case documentation in FreshDesk to ensure proper tracking, follow-ups, and audit readiness.
- Escalate complex technical or account-related issues through JIRA, coordinating with internal teams via Slack until resolution.
- Refer to Confluence SOPs and internal documentation to ensure consistent process adherence and compliance.
B
Customer Experience Associate
Beem · Aug 2025 – Feb 2026
T
Member Support Agent
Tide · Oct 2023 – Jul 2025
T
Support Representative
Tide - New Delhi, India · Oct 2023 – Jul 2025
- Provided customer support primarily via chat and voice calls, with occasional email support, ensuring timely and accurate assistance.
- Handled account-related and transaction queries, including payments, refunds, cashback, card issues, and promotional offers.
- Supported customers with account status checks, verification-related information, and general digital banking queries in line with internal policies.
- Resolved disputes and escalations by collaborating with finance, product, and technical teams.
- Documented all customer interactions accurately in Kustomer CRM to ensure proper case tracking and follow-ups.
- Worked with a specialized task team to label, tag, and categorize tickets in Kustomer, improving ticket routing and workflow efficiency.
- Coordinated with internal teams using Slack and JIRA to track escalations and issue resolution.
- Monitored Google Play Store reviews and escalated actionable feedback to relevant teams.
- Prepared daily and weekly reports using Google Sheets and Excel to track volumes, trends, and customer feedback.
- Referred to Confluence for SOPs, process updates, and policy documentation.
Senior Customer Service Agent
Webhelp · Jan 2023 – May 2023
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Senior Operations Executive
Webhelp India Private Limited - Gurugram, India · Jan 2023 – May 2023
- Handled customer queries via voice calls and emails, ensuring clear communication and effective issue resolution.
- Addressed customer concerns related to orders, deliveries, refunds, and store-related inquiries in line with service guidelines.
- Escalated complex or unresolved cases to appropriate departments for timely resolution.
- Coordinated with ASDA store teams to resolve customer complaints and ensure accurate information sharing.
- Updated and maintained customer records accurately in internal systems while ensuring data confidentiality.
- Followed established SOPs and service standards to maintain consistent service quality.
- Supported additional operational tasks as required to improve overall team efficiency.
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Customer Service Specialist
Teleperformance - Gurugram, India · Sep 2020 – Nov 2022
- Provided customer support via voice calls, ensuring clear and empathetic communication with users.
- Delivered real-time call captioning with high accuracy to support accessibility for hard-of-hearing customers.
- Managed customer inquiries, service requests, and escalations while maintaining service quality standards.
- Coordinated appointment scheduling and service-related requests, maintaining accurate and up-to-date records.
- Documented customer interactions and updates accurately in internal systems.
- Collaborated with internal teams to support process improvements and service efficiency.
- Followed data privacy and confidentiality guidelines while handling customer information.
Customer Service Representative
TP · Sep 2020 – Nov 2022
Skills 0 proven through work
Also works with
Team SupervisionCustomer Issue ResolutionMentoring and Peer CoachingDaily Operational ReportingCustomer De-escalationAsking Good QuestionsListening AttentivelyResponse Standardization for Common QueriesCustomer Support ToolingEmail Correspondence ManagementTelephone Communication
Proof of Work
Proof of Work
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Education
Bachelor of Arts, ENGLISH LANGUAGE AND LITERATURE/LETTERS
Indira Gandhi National Open University (IGNOU)
Contact details
Contact details
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