Hi, I’m
Kiran Sharma
Customer Support Team Leader
Solan,HP
Summary
Results-driven Customer Support Agent and Team Leader with 5+ years in customer service and team management. Led support teams in resolving complex issues and optimizing service delivery. Skilled in customer experience management, technical troubleshooting, and process improvement, with additional expertise in English-Hindi translation, data annotation, transcription and content localization. Committed to enhancing customer experiences and driving team performance.
Overview
2
Languages
9
years of professional experience
Work History
Freelancer
Customer Support Team Leader
01.2026 - Current
Job overview
- Promoted to Team Leader in January 2026 with the same employer where I started working as a customer support executive in January 2023, in recognition of strong performance, customer service excellence, and operational expertise within a high-pressure customer support environment.
- Led, mentored, and supervised a team of customer support agents, providing coaching, performance feedback, quality reviews, and real-time assistance to ensure service excellence and achievement of departmental KPIs.
- Managed escalated customer cases, complex payment and account-related issues, and cross-functional coordination with Payments, KYC, Marketing, Product, and Operations teams to drive timely and effective resolutions.
- Acted as a key point of contact for affiliate partners and internal stakeholders, supporting partner inquiries, optimizing communication workflows, and contributing to operational efficiency, team productivity, and customer satisfaction goals.
Freelancer
Customer Support Agent
01.2023 - 12.2025
Job overview
- Delivered exceptional customer support for a high-volume online gaming and casino platform, handling customer inquiries related to deposits, withdrawals, betting activities, account issues, promotions, and technical concerns through multiple communication channels.
- Resolved complex customer complaints and escalations efficiently while maintaining a customer-first approach, demonstrating empathy, professionalism, and strong problem-solving skills to ensure high levels of customer satisfaction.
- Collaborated closely with cross-functional teams, including Payments, KYC, Marketing, Product, Operations, and Country Management teams, to investigate issues, expedite resolutions, and enhance the overall customer experience.
- Managed and tracked support requests through Jira and Trello, ensuring timely ticket resolution, accurate documentation, and adherence to service-level agreements (SLAs) in a fast-paced environment.
- Consistently met and exceeded key performance indicators (KPIs), including response time, resolution time, customer satisfaction, and quality standards, while working effectively under pressure and handling multiple priorities simultaneously.
- Supported business operations beyond customer service by assisting with website content reviews, promotional material localization, English-Hindi translations, partner communications, and knowledge sharing with team members to improve operational efficiency.
Freelancer
Social Media Handler
02.2022 - 12.2022
Job overview
- Managed multiple social media accounts for a UAE-based organization across Facebook, Instagram, X (Twitter), and YouTube, supporting brand visibility and digital communication objectives.
- Developed and executed content strategies by creating engaging posts, captions, and multimedia content tailored to target audiences and platform-specific requirements.
- Conducted community management by monitoring user engagement, responding to comments and messages, addressing negative narratives, and fostering positive audience relationships to strengthen brand reputation.
Freelancer
Data Annotator
09.2021 - 12.2021
Job overview
- Collaborated with international clients on data annotation and AI training projects, ensuring high-quality deliverables, and adherence to project guidelines.
- Accurately annotated, classified, and extracted information from images and text datasets to support the development and training of artificial intelligence and machine learning models.
- Maintained exceptional quality standards, achieving high accuracy rates, and successfully completing projects with strong client satisfaction and timely delivery.
Freelancer
English-Hindi Translator
02.2020 - 06.2021
Job overview
- Delivered high-quality English-to-Hindi and Hindi-to-English translation services for international clients across diverse industries, ensuring linguistic accuracy, and cultural relevance.
- Translated and localized a wide range of content, including books, educational materials, e-learning courses, websites, government projects, audiobooks, movies, web series, and business documents.
- Performed human translation, post-editing of machine-translated content (PMTE), proofreading, and quality assurance reviews to maintain consistency, accuracy, and adherence to project requirements.
Freelancer
Transcriber
12.2018 - 12.2019
Job overview
- Assisted clients globally, including Google and Microsoft, with transcription projects.
- Provided accurate transcription services, with timestamps and speaker identification.
- Handled diverse accents, including English and Hindi, ensuring clarity and precision.
- Transcribed audio files with high accuracy, adhering to clients' specific formatting requirements, to deliver quality transcripts.
- Transcribed audio from various sources, listening attentively to deliver correct, actual dictation.
Q-Connect Business Solution Limited
Customer Care Executive
03.2017 - 11.2018
Job overview
- Managed inbound customer service calls, emails, and chats, and efficiently resolved queries and complaints to uphold satisfaction levels.
- Utilized communication skills to address customer inquiries and resolve issues promptly, ensuring a high standard of service.
- Assisted customers with product-related questions, feedback, and complaints.
- Maintained product knowledge, effectively addressing customer concerns and inquiries.
- Assisted in implementing new service protocols, resulting in improved operational efficiency.
Education
HP UniversityShimla, India
Bachelor of Computer Applications from Computer And Information Systems
04.2001
University Overview
- The Kalpna Chawla Scholarship Scheme, 2013 from HP Government
Skills
Customer Service & Customer Relationship Management
Team Leadership & People Management
Complaint Resolution & Escalation Handling
Problem Solving & Conflict Resolution
KPI Monitoring & Performance Management
Jira & Trello Ticket Management
English-Hindi Translation & Localization
Data Annotation & Quality Assurance
Social Media Management & Community Engagement
Time Management & Multitasking
Communication & Interpersonal Skills
Timeline
Customer Support Team Leader
Freelancer
01.2026 - Current
Customer Support Agent
Freelancer
01.2023 - 12.2025
Social Media Handler
Freelancer
02.2022 - 12.2022
Data Annotator
Freelancer
09.2021 - 12.2021
English-Hindi Translator
Freelancer
02.2020 - 06.2021
Transcriber
Freelancer
12.2018 - 12.2019
Customer Care Executive
Q-Connect Business Solution Limited
03.2017 - 11.2018
HP University
Bachelor of Computer Applications from Computer And Information Systems
04.2001
Hobbies & Interests
- Avid reader with a passion for novels, poetry, and personal development literature.
- Music enthusiast with an appreciation for diverse musical genres.
- Continuous learning and skill development through reading, research, and language-related activities.