Open to opportunities

Sharadha Venkat

@sharadhavenkat

Message

I am a customer service supervisor and trainer with 13 years' experience improving CX and leading teams.

India

Message

What I'm looking for

I seek a managerial customer-service role where I can lead and coach teams, improve CX and quality metrics, manage escalations, and implement processes that reduce churn and raise satisfaction.

I am an experienced customer service supervisor and trainer with over 13 years in telephone customer service, technical support, and customer care. I have led and managed multiple teams, set up new processes and pilot projects, and trained staff to scale operations from small pilots to 50+ and 100+ seat centres.

My strengths include strong customer-focus, analytical problem solving, escalation management and quality auditing; I have driven measurable improvements such as reducing cancellations and delivering high client satisfaction while working with international clients and onsite stakeholders.

Experience

Work history, roles, and key accomplishments

Team Leader

Allstate

Jan 2023 - Jan 2025 (2 years)

Managed two teams in an Auto Finance claims process, led two pilot projects and achieved successful transitions while maintaining strong customer service under pressure.

Team Leadership Customer Service Claims Processing Conflict Resolution Analytical Skills

Team Leader

Wipro

Jan 2018 - Jan 2022 (4 years)

Set up the NBN pilot project in Pune, trained staff and scaled operations from 50+ to 100+ seats, and collaborated directly with Melbourne-based clients to deliver service targets.

Process Setup Training NBN Team Management Customer Experience Escalation Management Nbn

Senior Executive

Wipro

Jan 2016 - Jan 2018 (2 years)

Supported Telstra Cable care handling 25–30 calls daily, progressed to HFC licensing and became trainer for cable care and HFC while managing escalations and technical troubleshooting.

Technical Troubleshooting Modem Activation Training Customer Support Remote Assistance

Customer Relations Advisor

Tech Mahindra

Jan 2015 - Jan 2016 (1 year)

Provided mobile broadband support for Three UK, performed remote troubleshooting and connectivity assistance, and focused on FTR and CSAT to improve customer outcomes.

Mobile Broadband Customer Service CSAT Connectivity Diagnostics

Customer Care Representative

RRD

Jan 2007 - Jan 2014 (7 years)

Handled 30+ calls daily, advanced to Senior Executive and SME, managed a 22-person team and implemented a retention tactic that reduced cancellations by 5%.