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.