SHARLI ARORA Contact: 91- 7568153313| E-Mail: sharliarora3313@gmail.

com
PROFILE SUMMARY
CX strategy professional with a passion for enhancing customer experiences. Skilled in analyzing data, identifying customer insights, and
developing strategies to drive customer satisfaction. Strong attention to detail and a collaborative mindset, focused on contributing to
the growth and success of customer-centric organizations.

CAREER HIGHLIGHTS & RESPONSIBILITIES

SME, CX Strategy- Infra.Market Sept’22-Till now
● Executed projects to drive higher Interaction CSAT and NPS scores
● Envisaged customer journey across touchpoints to enable Omni-channel experience
● Built processes, and structured systems in a 0-1 CX journey
● Onboarded tech solutions and worked with cross functional teams to ensure effective integration
● Created Zendesk customer flows for a seamless customer support flow
● Contributed to CX roadmap in sync with cross functional teams
● Customer VOC Research & Insights – Conducted multiple FGDs, surveys to capture the voice of our customers, thus bringing
valuable actionable insights
● Part of the core- team in Building Customer First Culture with in the CX 0-1 Journey at Infra.Market

Customer Experience Associate (CEO’s Office)- Cars24 Apr’21 – Sept’22

● Responded to customer inquiries and resolved escalations with in-depth RCA to fix core issues
● Program managed stakeholders to ensure timely issue resolution
● Identified multiple improvement areas through gap analysis to drive higher efficiency in CX operations
● Contributed to CX strategy to drive superlative customer experience through multiple initiatives
● Prepared operational plans in line with business goals
● Identified improvement areas thus implementing adequate measures to drive customer satisfaction
● Monitored unsafe base; forecasted churn and implemented operating strategy to retain customers
● Involved in the verification of GST invoices and approving the payments at an L2

Lead Academic Coordinator- Boosters Edutech (Rancho IIT), Noida Aug’20 – Apr’21
● Mentored and Trained Students enrolled in technical programs
● Developed EdTech website in coordination with Tech Team
● Doctored Website content and managed social media communication initiatives to drive program visibility
● Lead process improvement Initiatives with focus on maximizing efficiency and Student ease
● Developed Contextual Student Individual development plans (IDP) to maximize learning outputs
● Conducted assessments and evaluations to identify students' strengths, weaknesses, and suggest areas of improvement, thus
enabling targeted guidance and academic planning
● Utilizes Edtech platforms for virtual counseling and monitoring student progress.
● Recommends online courses based on student's career goals

Sr. Executive Academics- Motion Education Pvt. Ltd., Kota Dec’17 – Aug’20
● Responsible for scheduling classes and batch allotment
● Bridged the gap between the Head office and PAN India franchise centers.
● Facilitated alignment of 40 franchise centers with HO for the enrolment procedures
● Managed the faculties of the center and post-admission procedures
● Builds strong relationships with students and parents for effective communication

ACADAMIC DETAILS

Qualification Year Board/University Institute CGPA/%

MBA (Operations & 2017 Rajasthan Technical Rajasthan Technical University, Kota 73.3%
IT) University
B.Tech (Mechanical 2014 Deemed Mody University, Lakshmangarh 6.78
Engineering)

XII 2010 CBSE Sir Padampat Singhania School 60.8%

X 2008 CBSE Sophia Girls School 72.4%
SHARLI ARORA Contact: 91- 7568153313| E-Mail: sharliarora3313@gmail.com

PROJECTS AND ACHIEVEMENTS S

Zendesk ● Preparing detailed scope document for v1 release and subsequent creation of BRD (Business Requirement
Onboarding Document)
● Setting up of a ticketing flow sequence with automation, triggers, and channel
● Creating a detailed SOP for type, sub-type level mapping based on complaint categories
● Integrating Cloud telephony, Social media handles & Field service Application (Zuper) with Zendesk
● Training Customer Support team on ticket management features, including ticket creation, assignment,
and prioritization

Cloud Telephony ● Detailed out the SOW for telephony keeping in mind planned business requirements
Implementation ● Setting up disposition level codes and mapping them Ticketing systems
● Integrating Telephony with Zendesk application
● Training Customer Support teams on softphone dialing in both progressive and manual dialing

ERP Launch -Credit ● Created end to end customer journey map for Return, Refund & Exchange (RRE) process
Note Process ● Worked with product teams to stitch existing RRE Policy with ERP Systems
Mapping ● Training Support team on ERP and incident management through its interface

Zuper Integration ● Setting up Field Service support processes and systems to enable transparency of operations and to drive
superlative customer experience
● Integrating Zuper application with Zendesk in Bi-directional data flow interface
● Worked with product teams to stitch existing IM Elevate App with Zuper Application

TOOLS EXPOSURE & COMPETENCIES S

● Ticketing Platform- Zendesk, Freshdesk
● CRM- Kapture, Unicommerece, ERP
● Cloud Telephony- Ozonetel, KnowlarityOLS EXPOSURE & COMPETENCIES

ONGOING PROJECTS
● Professional Certification in Product Management from SP Jain, Mumbai
S
POSITION OF RESPONSIBILITIES S
● Senior Member, ENGINIUM, Literary Club, Mody University, 2014
● Event Head, Aaratrika, Cultural Club, Mody University, 2014
● Head (Rang Manch), Literary Committee, Mody University, 2013

EXTRA-CURRICULAR ACTIVITIES S
● Winner, Debate Competition organized by Literary Council, 2013

KEY INTERESTS S
● Travel Buff with a zest of exploring new places and culture