Open to opportunities

Shalm Sardessai

@shalmsardessai

Message

CX Team Lead blending frontline support, coaching, and automation.

India

Message

What I'm looking for

I’m looking to lead CX outcomes end-to-end—coaching teams, tightening SLAs/FRT/AHT, and building practical automation (triage, escalation detection, QA tooling) that reduces operational drag while improving quality and speed.

I’m a CX Team Lead with 6+ years across CX operations, agent coaching, and frontline support. At Ultrahuman, I run a 9-hour shift to a team average FRT of 1.7 minutes and AHT of 11 minutes, using real-time queue management and structured QC to improve performance.

I bridge operations and engineering by building the automation my team relies on—like a two-tier escalation detection system in Google Apps Script that flags legal and social media risks before they go public. I also expand our CX tooling with email triage, dashboards, and bulk transcript analysis (including Playwright-based workflows), then translate what we learn into per-agent feedback cycles that drive measurable QC lifts.

Experience

Work history, roles, and key accomplishments

Current

CX Team Lead

Current

Ultrahuman

Aug 2022 - Present (3 years 11 months)

Led a 9-hour CX shift using queue management and agent guidance to achieve a team average FRT of 1.7 minutes and AHT of 11 minutes. Designed and shipped a two-tier escalation detection automation and improved QC scoring for email and chat through structured feedback cycles.

Program Advisor

Interview Kickstart

Dec 2021 - Feb 2022 (2 months)

Advised US-based software engineers on program fit and career path selection.

Inside Sales Executive

Easyops Technologies

Apr 2021 - Dec 2021 (8 months)

Demoed a SaaS product to prospects and built pipeline through outbound prospecting while qualifying inbound leads. Contributed to regional sales strategy and forecasting.

Product Support & Marketing Eng

Integrina Technologies

Jan 2020 - Feb 2021 (1 year 1 month)

Ran competitor research for an internal software product pre-launch and performed UAT through the SDLC. Documented feature suggestions based on research findings.

Business Development Executive

Invicta Esolutions

Aug 2019 - Dec 2019 (4 months)

Engaged prospects, resolved product queries, and supported converted leads through payment and onboarding.

Education

Degrees, certifications, and relevant coursework

Padre Conceicao College of Engineering

Bachelor of Engineering, Electronics & Telecommunication

2016 - 2019

Earned a Bachelor of Engineering in Electronics & Telecommunication, building a foundation in engineering fundamentals and applied technical learning during 2016–2019.