Sharon Lynch
@sharonlynch
Customer Experience and Operations leader driving NPS/CSAT improvements through strategy-to-execution.
IndiaWhat I'm looking for
I’m a results-driven Customer Experience and Operations professional with 8+ years bridging board-level strategy and front-line execution. I’ve consistently led high-performing teams, managed CXO-level escalations, and delivered measurable customer and business impact through disciplined operational systems.
At Tata Consultancy Services (TCS), I served as the sole SPOC for CXO-level client escalations, closing cases within TAT while driving program NPS improvement quarter-over-quarter. I monitored NPS trends, implemented corrective actions, and maintained zero audit failures across security, compliance, and business continuity checks.
Previously, at WhiteHat Education Technology, I grew CSAT by leading and coaching a 15+ member team with strict TAT adherence. I also managed large-scale operations for Music Launch—coordinating 5 team leads and 50 associates—while delivering full audit compliance with zero non-conformances and strengthening partnerships that supported student pipeline growth.
In my current role as Director's Secretary at Vijay Exports, I govern CX at the highest escalation level, independently resolving 90%+ of cases before they reach the Directors. I’m now exploring senior leadership opportunities in customer experience and operations—where I can build systems, align stakeholders, and keep customer outcomes at the center.
Experience
Work history, roles, and key accomplishments
Customer Experience & Operations Lead
Vijay Exports
Mar 2025 - Apr 2026 (1 year 1 month)
Owned the CXO-level escalation lifecycle, triaging, investigating, and independently resolving 90%+ of high-stakes client cases before Board involvement. Governed cross-functional operations and implemented payment reconciliation to reduce overdue follow-ups by 30%.
Senior Process Associate - CX Escalation
Sep 2022 - Jan 2025 (2 years 4 months)
Served as sole SPOC for CXO-level client escalations, closing every case within TAT and driving quarter-over-quarter NPS improvement for 2.5 years. Monitored NPS trends, identified root causes, implemented corrective actions, and maintained zero-audit-failure performance.
Manager - Customer Experience
WhiteHat Education Technology Pvt. Ltd.
Jun 2020 - May 2022 (1 year 11 months)
Led a 15+ advisor team to improve CSAT through structured 1-to-1 coaching, performance reviews, and TAT enforcement. Directed Music Launch operations end-to-end with 50 associates and ensured zero audit non-conformances across the campaign.
Senior Customer Service Associate
Intelenet Global Services Pvt. Ltd.
Feb 2018 - Feb 2019 (1 year)
Handled UK banking queries including debit card replacements, balance transfers, and corporate accounts, improving NPS through accurate and empathetic advisory. Delivered first-call resolution to support timely customer outcomes.
Customer Service Executive
Teamglobal Logistics Pvt. Ltd.
May 2014 - Jun 2015 (1 year 1 month)
Managed 115+ client accounts end-to-end, including rate quotations, shipment follow-ups, invoicing, documentation, payment collections, and telesales. Maintained customer service operations for timely processing and updates.
Handled inbound customer queries and supported new sales onboarding and payment guidance. Delivered timely resolutions and strong customer satisfaction outcomes.
Education
Degrees, certifications, and relevant coursework
MET Institute of Management
Master of Business Administration (MBA), Marketing
Completed an MBA in Marketing at MET Institute of Management (University of Mumbai) in 2020.
Garware Institute of Management
Diploma in Foreign Trade Management, Foreign Trade Management
Earned a Diploma in Foreign Trade Management from Garware Institute of Management (University of Mumbai) in 2015.
Garware Institute of Management
Diploma, Foreign Trade Management
Completed a Diploma in Foreign Trade Management at Garware Institute of Management, University of Mumbai in 2015.
St. Rocks College
Bachelor's Degree
Completed a Bachelor's degree from St. Rocks College (University of Mumbai) in 2013.
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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