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Dharmendar Sharma

@dharmendarsharma

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I lead fintech customer operations teams, improving payment dispute resolution, KPIs, and customer satisfaction.

India

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What I'm looking for

I’m looking for a customer or payment operations leadership role where I can improve KPIs, develop teams, streamline dispute and escalation workflows, and deliver stronger customer experiences.

At Teleperformance, I lead 25+ customer support associates across payment transactions, disputes, chargebacks, fraud, KYC, and escalations. I’ve delivered 95%+ SLA, 4.5/5 Quality, 125%+ productivity, and 75%+ CSAT while resolving 99% of payment disputes and chargebacks within 24 hours.

I use coaching, KPI reporting, root-cause analysis, and process improvements to strengthen service delivery and team performance. I’ve reduced repeat escalations by 30%, resolution time by 25%, and helped improve employee retention by 25%.

Experience

Work history, roles, and key accomplishments

Team Leader

Teleperformance

Jul 2023 - Mar 2026 (2 years 8 months)

Led a team of 25+ customer support associates, achieving 95%+ SLA, 4.5/5 Quality, 125%+ Productivity, and 75%+ CSAT targets. Managed 10,000+ payment transactions, resolving 99% of payment disputes and chargebacks within 24 hours.

SLA Management Quality Assurance Productivity Management CSAT Payments and Transactions Payment Disputes Chargebacks Coaching Performance Management Data Analysis Process Improvement Stakeholder Collaboration Customer Escalation Onboarding Knowledge transfer Mentorship Employee Retention

Customer Care Executive

Teleperformance

Nov 2021 - Jan 2023 (1 year 2 months)

Managed international customer interactions via calls, chat, and email to ensure high customer satisfaction. Resolved queries related to orders, payments, refunds, and account issues.