vikas Sharma

I’m a customer-focused operations professional with 1+ year of experience in technical support, CRM-based case management, and service delivery at a global ISP. I resolve complex customer issues via chat and email while keeping interactions documented and accurate.

At TELUS Digital India, I handled 100+ weekly customer cases, resolving technical issues including software, hardware, fiber migration, and number porting with high first-contact resolution. I documented every interaction and solution in Salesforce CRM to ensure precise tracking, reporting, and smooth handoff to the right teams.

I’ve consistently maintained 95+ audit quality scores every quarter and ranked among the top 3 performers on my team. I also collaborated with US-based teams to escalate complex issues and improve support workflows, reducing repeat contacts—while creating standardized response templates and process guides adopted team-wide.

Before this role, I supported data accuracy and reporting as a Data Operations Intern—building Power BI dashboards and writing SQL queries—and I sharpened revenue-focused execution as a B2B Sales Intern by closing CODEIF’s first cloud-based ERP subscription through data-driven negotiation. I’m now seeking an Associate or Agent role at a high-performance BPO environment where I can deliver quality, speed, and measurable customer outcomes.