Open to opportunities

Muskan Sharma

@muskansharma7

Message

I optimize operations and client support to boost retention and streamline processes.

India

Message

What I'm looking for

I'm seeking an operations or client-success role where I can lead process improvements, manage CRM and client lifecycles, collaborate cross-functionally, and grow into long-term management while delivering measurable retention and efficiency gains.

I am an Operations & Client Support Specialist with 3+ years' experience driving cross-functional coordination, CRM-driven loyalty operations, and account management for high-volume portfolios. I have streamlined service workflows, led CRM transitions, and improved customer retention through data-driven segmentation and targeted outreach.

I excel at stakeholder communication, compliance-focused escalation handling, training teams, and delivering governance and KPI reporting to accelerate operational improvements.

Experience

Work history, roles, and key accomplishments

Client Retention Manager

Provitt Consultants

Mar 2025 - May 2025 (2 months)

Streamlined service workflows by aligning Sales, Product, and Finance to ensure timely resolution and high-quality support. Managed onboarding, CRM-driven communications, and monthly client strategies to improve retention and satisfaction.

CRM Onboarding Workflow Optimization Escalation Management Data Analysis Email Support Customer Segmentation

Account Manager

Encore Capital Group

Sep 2023 - Jan 2025 (1 year 4 months)

Managed a portfolio of U.S. consumers with focus on regulatory compliance and escalation handling, improving recovery outcomes while maintaining service integrity. Coordinated with legal, finance, and compliance teams and delivered monthly reports highlighting trends and recommendations.

Regulatory Compliance Payment Processing Client Communication Financial Analysis Negotiation Reporting CRM

Senior Associate, CRM & Loyalty

Oberoi Group

May 2022 - Aug 2023 (1 year 3 months)

Oversaw CRM relationship management for elite loyalty members, designing targeted engagement strategies and leveraging data to improve retention and guest satisfaction. Supported CRM transitions, testing, documentation, and cross-functional reporting to reduce response times for high-value clientele.

Data Analysis Cross Functional Collaboration Communication Reporting