KSHITIJ SHARMA

Crafted & developed two distinctive editions of the Hindi magazine 'British-Samiksha' for the British High Commission in New Delhi.

Orchestrated the leadership of a ten-member team and spearheaded the creation of Computer-Based Tutorials focusing on subjects like Engineering Drawing, Engineering Mathematics, and Elements of Electronics Engineering, designed for the Maharashtra State Board of Technical Education.

Initiated and autonomously spearheaded the successful execution of various projects, including conceptualizing, visualizing, and editing advertising films for Endura Food Product, Vimal Gutka, and Pan Masala, designing and editing audio and video presentations for the Social Welfare Department, Government of Delhi, and engineering an interactive CD dedicated to Guru Gobind Singh.

Conceptualized and crafted captivating print layouts for renowned companies including Philips India Pvt Ltd. and Meena Bazaar.

• Optimizing and streamlining support processes to ensure their efficient operation
• Formulating and disseminating support metrics (NPS, CSAT, SLA) to quantifiably gauge the organization's triumph in providing world-class customer service
• Also working as Customer Success Manager for key customers which involves Customer Onboarding, Account Health Check meetings (Case Review Meetings, Monthly Catchups and QBRs), keep track of open customer queries and their renewals
• Sustaining client relationships through follow-up and collecting regular feedback
• Leading culturally and functionally diverse teams working across time zones
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
• Coordinating team-wide customer initiatives and partnering with CS leadership to drive key team initiatives
• Aligning with the leadership of different departments to standardize and continuously refine the Customer Support Policy in response to evolving customer needs
• Continuing synchronization with the VP of Engineering and the VP of Marketing and Sales to strategize and execute efficient support strategies for both Enterprise and Desktop customers.