Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Aditya Sharma

Bengaluru

Summary

Dynamic Quality Assurance/Customer Success Team Lead at Oda Class, recognized for enhancing customer retention by 60% and resolving over 6,000 complex issues. Expert in data analysis and conflict resolution, I excel in fostering team collaboration and driving product improvements, ensuring exceptional customer satisfaction and loyalty.

Overview

3
3
years of professional experience

Work History

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, andhandling social media internally.
  • Analyzing the customer reviews and the 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.
  • Identified the needs of customers promptly and efficiently.

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% users 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
Rajasthan
01.2022

Bachelor of Science - Biology

University of Rajasthan
Rajasthan
01.2020

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

Languages

  • Hindi, First Language
  • English, Advanced

Timeline

Quality Assurance/Customer Success - Team Lead

Oda class
06.2024 - 08.2025

Quality Assurance Executive

Oda class
08.2022 - 05.2024

Master of Science - Life Science

University Of Rajasthan

Bachelor of Science - Biology

University of Rajasthan

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Aditya Sharma