Pratiksha Sharma
@pratikshasharma2
Technical support professional driving customer success and fraud reduction.
IndiaWhat I'm looking for
I am a results-driven technical support executive with hands-on experience resolving high volumes of customer queries and improving product outcomes. I consistently delivered a 95% first-contact resolution rate while handling 60–80 queries daily.
At Teleperformance I helped reduce fraudulent charges by 50% and contributed to increased sales through improved product recommendations. I have worked across multiple CRM and support platforms including Salesforce Service Cloud, Oracle CRM, Zoho Desk, and Zoho CRM.
I have supported SaaS clients with billing, API configurations, ticket categorization, and documentation updates, focusing on quick turnaround and accurate ticket resolution. My background in mass media complements my communication and customer-facing skills.
I bring strong problem-solving, management, leadership, and communication abilities, and I am fluent in Hindi, Marathi, and Marwari with professional proficiency in English. I seek to apply my technical support expertise to roles that value customer success and operational improvements.
Experience
Work history, roles, and key accomplishments
Technical Support Executive
Teleperformance
Apr 2023 - Sep 2024 (1 year 5 months)
Resolved 60–80 customer queries daily with a 95% first-contact resolution rate, reduced fraudulent charges by 50%, and improved product recommendations to increase sales.
Technical Support Executive
Teleperformance
Jun 2021 - Mar 2022 (9 months)
Categorized and resolved support tickets with quick turnaround, assisted SaaS clients on Zoho Desk and Zoho CRM, and supported billing, API configurations, and documentation updates.
Education
Degrees, certifications, and relevant coursework
Pillai HOC College of Arts, Science and Commerce
Bachelor of Mass Media, Mass Media
Grade: CGPI: 6.62
Completed a Bachelor of Mass Media (BMM) from the University of Mumbai, focusing on mass media studies and related coursework.
Janata Junior College
Higher Secondary Certificate, Science
Completed higher secondary education in the Science stream at Janata Junior College.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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