Roopali Sharma Talreja
@roopalisharmatalreja
I scale global 24x7 customer support operations and improve enterprise retention.
IndiaWhat I'm looking for
At ApplyBoard, I formed and scaled a 40+ person Customer Success and Support team across Southeast Asia, China, Nigeria, and Canada, delivering 24x7 support for global enterprise and institutional accounts.
I build SLA governance, KPI dashboards, escalation and RCA practices, and scalable workflows using Salesforce, Zendesk, Jira, and HubSpot. My work has helped exceed 95% SLA targets, reduce response times, and drive a 66% higher retention rate for at-risk accounts.
Previously, I led specialty services at Marriott International and quality assurance at Starwood Hotels & Resorts, supporting VIP customers, strengthening service standards, and coaching globally distributed teams.
Experience
Work history, roles, and key accomplishments
Scaled and managed a global team of 40+ support professionals across multiple regions, ensuring 24x7 coverage. Established SLA frameworks and KPI dashboards, led RCA protocols, and improved retention by 66%.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
Master of Commerce, Commerce
Pursued a Master of Commerce degree from Indira Gandhi National Open University.
University of Delhi
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce degree from the University of Delhi.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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