Pratiksha Sharma
Bengaluru
Summary
Support and product operations professional with over 7 years of experience driving support readiness, cross-functional collaboration, and customer experience improvements. Currently at Vimeo, where I act as a bridge between product, engineering, and support teams, ensuring smooth rollouts, streamlined processes, and faster resolution of escalations. Skilled at analyzing customer insights, data trends, and feature requests to influence product decisions, and improve operational efficiency. Strong expertise in escalation management, enablement programs, and knowledge systems, with a proven record of reducing resolution times and enhancing team preparedness.
Overview
7
7
years of professional experience
Work History
Support Product Lead
Vimeo Technologies
Bengaluru
06.2021 - Current
- Lead support readiness programs for new product releases and updates by building documentation, training, and enablement resources.
- Act as the liaison between support, product, and engineering, ensuring customer needs and recurring issues are translated into product and process improvements.
- Create and deliver insight reports on feature requests, bug trends, and data-driven patterns to inform product roadmaps.
- Oversee escalation management, collaborating with engineering for faster resolution, and stronger knowledge sharing.
- Revamped internal knowledge base articles and SOPs to ensure accuracy and accessibility for global teams.
- Maintained up-to-date knowledge base of relevant industry trends that could impact product strategy.
- Conducted workshops and mentorship sessions, reducing onboarding time, and increasing technical expertise within support.
- Strengthened cross-functional collaboration, reducing time to resolution, and aligning customer support with product priorities.
Customer Support Associate
Infosys BPM
09.2018 - 05.2021
- Delivered high-quality support for Optus (telecom) via inbound/outbound calls and email.
- Trained new joiners in product knowledge, call handling, and customer communication.
- Leveraged ServiceNow to track ticketing and resolutions efficiently.
Education
Bachelor of Arts - History
Loreto College
Kolkata01.2018
Skills
- Support readiness and enablement
- Stakeholder and cross-functional collaboration
- Customer insights and trend analysis
- Escalation and incident management
- Data-driven decision making
- Customer support operations
- Zendesk
- JIRA
- Confluence
- ServiceNow
- Knowledge base management
- Bug trend analysis
Languages
- English, C2 – Proficient
- Hindi, C2 – Proficient
- Assamese, C2- Proficient
Personal Information
Hobbies: Writing short stories, Singing, Crafting, Watching anime
Timeline
Support Product Lead
Vimeo Technologies
06.2021 - Current
Customer Support Associate
Infosys BPM
09.2018 - 05.2021
Bachelor of Arts - History
Loreto College