Operations & Customer Success Leader, Escalations & SLA Management
Resume:
ADITYA SHARMA
CUSTOMER SUCCESS TEAM LEADERSHIP OPERATIONS
ESCALATIONS MANAGEMENT BUSINESS EXCELLENCE SALES Noida, India
Open to Remote & Global
Relocation
*************@*****.***
LinkedIn Profile
PROFESSIONAL SUMMARY
Process-driven and highly adaptable Operations and Customer Success professional with 7+ years of experience supporting global enterprise clients and marketplace sellers. Proven track record in international client handling, end-to-end escalation management, and maintaining brand reputation across fast-paced, dynamic environments. Strongly KPI-focused with a deep understanding of SLA delivery, cross-functional coordination, and workflow optimization using tools like JIRA and advanced CRM systems. An agile multitasker recognized for clear business communication, consultative sales capability, and a commitment to operational business excellence. CORE COMPETENCIES
Client & Comm: International Client Handling • Global Business Communication • Reputation Management Operations & Support: Escalation Management • SLA & KPI Adherence • Process-Driven Problem Solving Tools & Ecosystems: JIRA • Salesforce & CRM Platforms • Slack & Freshdesk • Multi-Channel Ticketing PROFESSIONAL EXPERIENCE
Ecommerce Group Lead (M-03 Level) LUMINA DATAMATICS
(WALMART US)
Feb 2023 – Feb 2024 Mumbai,
India
Hired directly to oversee escalated seller support operations, managing high-stakes compliance and account appeals for the Walmart US marketplace.
Utilized JIRA workflows to track, prioritize, and resolve seller appeals, pricing investigations, and high-priority account bottlenecks.
Served as the primary operational liaison between India-based delivery teams and US corporate stakeholders, ensuring seamless cross-border communication.
Authored standardized SOPs and onboarding documentation to streamline training and maintain consistent team quality benchmarks.
Monitored daily KPI and quality reports, providing targeted coaching to team members to boost overall SLA performance.
Senior Customer Service Executive TELEPERFORMANCE Aug 2022 – Jan 2023 Mumbai, India Delivered multi-channel support (email, chat, and CRM ticketing) for international clients, adapting seamlessly to a high-volume, dynamic workflow.
Consistently met and exceeded key performance metrics, including productivity, quality scores, and CSAT targets.
Owned escalation resolution pathways, documenting ticket updates accurately within the CRM to maintain a clean audit trail.
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Marketing & Sales Executive MAPLE BEAR CANADIAN PRESCHOOL Feb 2015 – Dec 2019 Noida, India Managed end-to-end admissions and consultative sales, serving as the primary point of contact for parent engagement and relationship management.
Multitasked across administrative operations, event planning, and performance reporting to support regional growth.
TECHNICAL SKILLS & TOOLS
Ticketing & Workflows: JIRA, Salesforce, Freshdesk, CRM Platforms, Walmart Systems Collaboration & Productivity: Slack, Zoom, Google Workspace, Microsoft Office (Excel, Word) EDUCATION
Bachelor of Business Administration (BBA) — Sam Higginbottom University
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