Aditya Sharma
Bengaluru
Summary
Dynamic International Client Professional with a proven track record at Lastminute.com, excelling in customer relationship management and issue resolution. Achieved an impressive 8.6 CSAT while leading a team to enhance customer retention strategies. Skilled in data analysis and cross-department collaboration, driving quality improvement and stakeholder engagement.
Overview
2026
2026
years of professional experience
Work History
International Client Professional
Lastminute.com
Bengaluru
2025 - Current
- First point of contact for all European and worldwide market.
- Tools: CRM Tiger, VTE Next, TVOX, Front office, Back office, Jira Rocketchat.
- Work management: Correct Issue tracking, Accurate Refund management, E2E query resolution, Excellence management, Client relationship management.
- Working efficiently & consistently with 8.6 CSAT and 4 NPS.
- Schedule punctuality with Calabrio management.
- Real time productivity monitoring.
- Data driven mindset with keeping the record of over many Airline, Hotel and Ancillary Policies.
- Leading European Travel Agency & Software Development
Quality Assurance/Customer Success - Team Lead
Oda class
Bengaluru
06.2024 - 08.2025
- Improved Customer retention rate by 60% by handling critical issues and providing a resolution to the issues within 24 hours via calls and emails.
- Managed a team of 5 customer support executives by helping them handle complex situations.
- Managed brand reputation by driving 20 to 25 daily 5-star reviews across Google by coordinating with long-term users and the team, and also moderating and responding to Facebook, Instagram, LinkedIn comments and DMs & responding to all the App Store and Play Store reviews.
- Been a core member and proven as a member with great ability to resolve complex stakeholder issues and rated as the best employee in increasing customer satisfaction by 80% issue resolution efficiency.
- Handling multiple tasks like customer issue resolution, alignment of Bajaj loans within the satisfaction of the customers, and handling social media internally.
- Retention: 2022-23 : 72% (handled Grade 7), 2023-24 : 68% (handled Grade 4), 2024-25 : 58 % (handled Grade 1 to 11 as a team lead).
- Analyzing the customer reviews and providing the feedback along with the ideas and suggestions to the business unit team for the future retention of the users and further improvement in the quality of the product.
- Providing technical support to the Business team in terms of generating revenue to the company.
- Maintaining and updating the weekly and monthly data using MS Excel, Google sheets and Documents and reporting the same to the Director of the Company.
- Successfully handled 10000+ customer issues with 8500+ being complex issues and giving 100% resolution to at least 6000+ issues.
- Collaborated with other departments to improve communication and efficiency.
- Provided feedback to team members to foster a positive work environment.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Delegated daily tasks to team members to optimize group productivity.
- Delegated tasks appropriately according to individual skill sets.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Developed strategies to increase team productivity and improve customer service levels.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Handled International clients from various countries like US, UK, Arab nations, Australia etc.
Quality Assurance Executive
Oda class
Bengaluru
08.2022 - 05.2024
- Handled Level 1 (Not so complex) issues like course transfer, class change, Teacher change for the first 6 months and have shown resolution efficiency to the management.
- Handled Level 2 (Mid- level) issues like fake promises given to the clients from the employee's side for the next 6 months and shown 85% resolution efficiency.
- Handled complex issues like refund, Consumer grievance cases for a year and retained a maximum 40% of both domestic and international customers (from Arab countries, US, UK, Korea, Japan and Australia) by giving a guarantee in the quality and the delivery of the classes.
- Maintained the data of the customer mails and calls received and analyzed the severity of the issues and handed a rough document to the Business Unit Team for the future business needs.
- Provided support to educators, students, and administrators facing technical issues with educational software or platforms.
- Identify and escalate complex issues to higher-level support or technical teams when necessary.
- Keep up to date with the latest technologies, tools, and trends in the EdTech sector to provide informed support.
Education
Master of Science - Life Science
University Of Rajasthan
Rajasthan12.2022
Bachelor of Science - Biology
University of Rajasthan
Rajasthan12.2020
Skills
- Customer relationship management
- Data analysis
- Technical support
- Quality assurance
- Issue resolution
- Team building
- Cross-department collaboration
- Strategic planning
- Stakeholder engagement
- Effective communication
- Customer retention strategies
- Product management
- Conflict resolution
- Complaint resolution
- Risk management
- Documentation and reporting
- Team supervision
- Complex Problem-solving
- Quality improvement
- Sales expertise
- Leadership
- MS Excel management
- Product improvement feedback
- Complex problem solving
- Report analysis
- Customer service
- CRM software
- Customer needs assessment
- Customer relations
- Salesforce
- Jira
- Rocket chat
Languages
- English
- Hindi
- English
Timeline
Quality Assurance/Customer Success - Team Lead
Oda class
06.2024 - 08.2025
Quality Assurance Executive
Oda class
08.2022 - 05.2024
International Client Professional
Lastminute.com
2025 - Current
Master of Science - Life Science
University Of Rajasthan
Bachelor of Science - Biology
University of Rajasthan