Sharon Lynch

Synchronized complex calendars and international travel for four directors, reducing scheduling conflicts by ~40%, while serving as the board-to-department liaison for 5+ functions. Independently resolved 90%+ of CXO-level escalations before director review and built invoice tracking/cash flow reconciliations that reduced overdue follow-ups by 30%.

Acted as the sole SPOC for CXO-level client escalations, ensuring case closure within TAT and driving quarter-over-quarter NPS improvement. Maintained zero audit failures across security, compliance, and business continuity checks, and implemented 3+ process improvements to reduce resolution time and improve FCR.

Led a team of 15+ customer experience advisors, improving CSAT through structured performance reviews, coaching, and strict TAT adherence. Managed Music Launch operations coordinating 5 leads and 50 associates with full audit compliance (zero non-conformances) and negotiated social media agency partnerships to expand brand reach.

Handled banking queries with accuracy and empathy, including debit card replacements, balance transfers, and corporate account support. Improved NPS through effective communication and customer advisory on maximizing financial service benefits.

Managed 115+ customer accounts by preparing rate quotations and coordinating shipment follow-ups with overseas agents. Owned invoicing, documentation, and payment collections while supporting telesales for new and repeat business.

Managed customer queries and onboarding support, ensuring timely resolutions and professional follow-up communication. Supported new customer sales by guiding clients through the payment process and responding to inquiries to satisfaction.

Completed an MBA in Marketing at MET Institute of Management (University of Mumbai) in 2020.

Earned a Diploma in Foreign Trade Management from Garware Institute of Management (University of Mumbai) in 2015.

Completed a Bachelor's degree from St. Rocks College (University of Mumbai) in 2013.