Keshav Mohan Sharma

Delivered exceptional customer support in German via phone, email, and live chat for Agoda's products (Hotels, Flights, Activities). Promoted self-service options and implemented strategies to enhance service quality. Achieved individual KPIs and team goals while identifying and recommending process improvements to leadership

Managed German advertiser accounts, overseeing onboarding, portfolio management, and offboarding while aligning client goals through strategic meetings. Optimized Amazon campaigns for performance and ROI by effectively utilizing budgets and leveraging upselling and cross-selling strategies based on product trends and regional insights.

Oversaw premium vendor accounts for top brands like L'Oreal, Puma, and Samsung in the German market, optimizing product listings on Amazon.de to boost sales and customer experience. Collaborated with cross-functional teams to resolve issues and utilized data insights to drive improvements and innovative solutions.

Provided outstanding support to German customers on Amazon.de via phone and live chat, addressing orders, payments, and shipping inquiries. Consistently exceeded KPIs by resolving issues efficiently and ensuring high customer satisfaction. Prepared detailed reports and leveraged product expertise to enhance service quality. Introduced innovative solutions to improve processes, technology, and team performance.