Muskan Sharma

I’m a Client Experience & Operations Support Specialist with over 3 years of experience across industries such as hospitality, finance, and consulting. My career has been defined by my ability to improve customer satisfaction, manage stakeholder communication, and optimize backend operations through data, process mapping, and CRM systems.

I most recently served as a Client Retention Manager at Provitt Consultants, where I worked closely with cross-functional teams to streamline service workflows, enhance onboarding, and drive customer satisfaction through proactive support and reporting. I also contributed to lead generation through targeted email campaigns and customer behavior analysis.

Prior to that, I was an Account Manager at Encore Capital, handling U.S.-based consumer portfolios. I specialized in escalation management, repayment strategy development, and compliance communication—coordinating with legal and finance teams to ensure both customer satisfaction and regulatory adherence.

At The Oberoi Group, I managed CRM & Loyalty operations for elite members, driving personalized engagement strategies and maintaining high service consistency across communication channels. I worked closely with marketing and finance teams, analyzed guest data, and improved service KPIs through structured reporting.

Across these roles, I’ve used tools like Salesforce, Opera, and Excel to document workflows, track performance, and support internal transitions. I’ve also trained junior staff and led documentation efforts to improve operational efficiency.

I’m currently upskilling in Advanced Excel and Python for data automation to further enhance my analytical and reporting capabilities. I bring a structured, people-first approach to solving problems and aligning business goals with customer success.

I’m looking for remote opportunities where I can contribute to client retention, operations support, or CRM-based functions—especially in growing companies that value cross-team collaboration and scalable processes.