Sharan Raj

I am an experienced Customer Support Manager with a strong track record in driving performance, optimizing processes, and achieving operational excellence. My expertise lies in people management, strategic decision-making, and KPI structuring, all aimed at enhancing customer satisfaction and retention. I am committed to developing top talent and fostering cross-functional collaboration for continuous improvement.

In my current role at Deriv Services, I oversee global support team operations, driving process improvements and strategic KPI planning aligned with business objectives. I have successfully increased customer satisfaction by 25% through targeted strategies and streamlined workflows, improving first-contact resolution by 27%. My leadership style focuses on setting clear objectives, coaching underperforming team members, and resolving complex customer escalations directly.

Previously, I served as the Head of Office, where I provided strategic leadership to a cross-functional team, maintained a 0% turnover rate among high-performing employees, and significantly improved employee satisfaction. My journey in customer support has equipped me with a comprehensive skill set, allowing me to effectively manage teams and enhance customer experiences.