Sharon Shaji

I’m a Customer Support Specialist with 3+ years delivering person-centered service in high-volume environments. I manage 40+ daily interactions with a 95%+ first-contact resolution rate and 98% SLA compliance, guiding customers through complex processes with calm, jargon-free communication.

I’m experienced in PHI handling, CRM documentation, and supporting customers across varying educational levels, disabilities, and communication styles. I’ve maintained 100% CRM documentation accuracy and delivered one-call resolution by diagnosing root causes quickly and translating technical issues into step-by-step guidance.

I directly improved support outcomes by reducing repeat inquiry volume by 20% through root-cause documentation improvements. I also reduced escalation rates by 15% using empathy-driven de-escalation, and I sustained zero PHI/compliance incidents across my tenure.

Beyond customer support, I’ve coordinated with internal teams to cut cross-functional resolution delays by 30% and supported retention-focused customer relations work—achieving 90%+ retention through proactive, personalized engagement. I bring a disciplined, customer-first mindset to every case I own.