Sakshi Sharma
@sakshisharma5
Customer support and SME focused on fraud escalations, coaching, and quality in blended e-commerce.
IndiaWhat I'm looking for
I’m a customer support professional who has handled blended e-commerce and contact-center operations through multiple communication channels, including Live Chat, EMails, and Calls. At Tech Mahindra Pvt. Ltd. (Oct 2022–Jul 2023), I supported customers with order, delivery, account, and product-related queries while meeting performance targets.
As a Contact Centre Associate (SME) at Webhelp (Nov 2023–Jun 2024), I provided email support for a leading UK supermarket. I consistently handled queries such as adding points into top card, fraud, account issues, refunds, and healthcare—while meeting quality and productivity targets and earning SME selection to guide agent batches toward KPIs.
Currently, I work as a Subject Matter Expart (SME) at TaskUs (Oct 2025–Present), handling escalations related to fraud, disputes, chargebacks, and item/account queries. I mentor and support batches with process knowledge, performance coaching, and KPI guidance, while monitoring team performance to ensure quality and productivity targets are achieved.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert (SME)
TaskUs
Oct 2025 - Present (8 months)
Handles escalations involving fraud, disputes, chargebacks, and item/account-related queries while mentoring and coaching batches with process knowledge and KPI guidance.
Contact Centre Associate
Webhelp
Nov 2023 - Jun 2024 (7 months)
Provided email support for a UK supermarket client, managing queries related to top card points, fraud, account issues, refunds, and healthcare. Served as an SME for agent batches by delivering process guidance and supporting KPI performance.
Customer Advisor
Tech Mahindra
Oct 2022 - Jul 2023 (9 months)
Handled blended e-commerce customer support via live chat, email, and calls, resolving order, delivery, account, and product queries while meeting performance targets.
Education
Degrees, certifications, and relevant coursework
Himachal Pradesh Board of School Education
Completed 12th (Class 12) from Himachal Board. Year of passing: 2021.
Himachal Pradesh Board of School Education
Completed 10th (Class 10) from Himachal Board. Year of passing: 2019.
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
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