Open to opportunities

Pinky Sharma

@pinkysharma

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Operations and escalation leader driving SaaS customer experience and operational excellence.

India

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What I'm looking for

I seek a role leading escalation and customer operations in a collaborative, process-driven company where I can mentor teams, improve CSAT, and scale operational workflows.

I am an accomplished operations and escalation management leader with over a decade of experience across SaaS platforms, customer service, risk and compliance, and digital commerce. I consistently drive customer satisfaction, operational improvements, and process optimization to protect brand reputation.

I led high-priority escalations at a global SaaS company, partnering with Product, Risk, and Compliance to identify root causes and implement corrective actions that improved CSAT and reduced repeat issues. I also designed and delivered training programs to upskill teams and institutionalize best practices.

I founded and operated an end-to-end direct-to-consumer e-commerce business, managing product sourcing, inventory, fulfillment, and data-driven digital marketing across social channels to grow the brand and improve customer retention. I built scalable workflows and post-sale processes to ensure consistent delivery and high repeat purchase rates.

Earlier roles in account management, customer delight, tax consulting, and tax research sharpened my stakeholder communication, compliance accuracy, and analytical problem-solving. I hold certifications in Generative AI, Enterprise Risk Management, and a Six Sigma Green Belt, and I seek opportunities where I can lead cross-functional initiatives and mentor teams to elevate customer experience.

Experience

Work history, roles, and key accomplishments

Founder & Business Owner

VogueDeals

Nov 2023 - Jan 2025 (1 year 2 months)

Conceptualized and launched an end-to-end e-commerce platform, overseeing product sourcing, inventory, order fulfillment and digital marketing to drive customer retention and repeat purchases.

E Commerce Operations Digital Marketing Inventory Management order fulfillment Customer Lifecycle Management CRM

Escalation Lead

PayPal

Jan 2020 - Nov 2023 (3 years 10 months)

Led resolution of high-priority customer escalations in a global SaaS environment, partnered with Product, Risk and Compliance to implement corrective actions and improved CSAT and stakeholder communication.

Escalation Management SaaS Operations Stakeholder Management Root Cause Analysis Training Development Risk & Compliance CSAT

Account Manager

Udaan

Apr 2019 - Dec 2019 (8 months)

Managed a portfolio of strategic accounts to drive platform adoption, coordinated with product and support teams to resolve operational issues and translated client feedback into product insights.

Account Management Client Relationship Management

Customer Delight Analyst

Swiggy

Apr 2018 - Jan 2019 (9 months)

Provided multi-channel customer support and escalations, achieved top-performer recognition for exceeding resolution and satisfaction targets and contributed to operational improvements.

Customer Support Customer Escalation Service Recovery CSAT Cross Functional Collaboration

Tax Consultant

Ernst & Young

Sep 2015 - Jan 2018 (2 years 4 months)

Prepared U.S. individual tax returns and contributed to process improvements that enhanced quality and turnaround times during peak seasons, recognized for accuracy during audits.

Tax Compliance Quality Assurance Client Communication Audit Support Process Improvement

Tax Researcher

Cognizant

Jun 2012 - Sep 2013 (1 year 3 months)

Researched U.S. tax liabilities and penalties, liaised with IRS representatives to negotiate claims and prepared detailed reports maintaining high compliance standards.

IRS Liaison Report Preparation Compliance Documentation

Education

Degrees, certifications, and relevant coursework

Sir M. Visvesvaraya Institute of Technology

Master of Business Administration, Finance

2014 - 2015

Completed a Master of Business Administration with a specialization in Finance, focusing on advanced financial management and corporate finance topics.