Nidhi Sharma

NIDHI SHARMA CS Team Lead - - linkedin.com/in/nidhisharma27 Cultivated a robust career spanning nearly 7 years, specializing in Operations, Customer Support, and Community Management, with a particular emphasis on the Fintech and Cryptocurrency domains. Aiming to leverage expertise in Business Process Improvement and Operational Excellence within Financial and Investment Banking organizations. Core Competencies Customer Experience Management Operational Excellence Team Performance Optimization Community Engagement Strategies Process Improvement Methodologies User Experience Enhancement Market Research and Analysis Client Management Data Analysis & Reporting Risk Management Profile Summary Demonstrates a robust skill set in customer experience management, operational excellence, and strategic communication, effectively utilizing these competencies to enhance team dynamics and drive organizational success in the FinTech sector. Direct a multilingual customer service team, ensuring outstanding service delivery across multiple markets while fostering a culture of excellence and high performance. Realized significant accomplishments in the current position by upholding quality assurance standards above 98% and achieving customer satisfaction scores that surpass 80%. Showcased exceptional leadership capabilities by inspiring and guiding teams to secure top performance ratings, establishing a reputation for excellence within the customer support division. Onboarded 40+ new merchants and delivered tailored platform training, fostering strong one-on-one relationships with 180+ merchants across India & Pakistan for personalized support. Utilized business intelligence tools to conduct thorough data analysis and reporting, generating actionable insights that drive informed strategic decisions. Led initiatives that successfully enhanced community engagement and user retention, achieving a notable increase of 25% through targeted strategies and effective execution. Holds extensive expertise in community management best practices, focusing on user engagement strategies and the development of compelling content for various platforms. Change Management Directed initiatives that culminated in a substantial 20% improvement in team performance ratings, reflecting the effectiveness of leadership and management strategies. Asset Management Support Work Experience Client Account Management Risk Assessment & Mitigation Financial Data Analysis Reporting & Dashboards Data Management & Governance Technical Skills Zendesk Intercom JIRA MS Office (Word, Excel & PowerPoint) Education Bachelor of Commerce in Accounting & Business from Jamshedpur Women’s College in 2019 OKX, Bangalore (Remote) | Since September 2018 Growth Path: Community Manager — India September 2018 to December 2020 Operations Manager - CS & Community, South Asia January 2021 to July 2021 Operations Manager P2P, South Asia August 2021 to December 2021 Social Media Representative January 2022 to August 2022 Customer Service Representative - APAC September 2022 to September 2023 CS Team Lead (Multilingual) Since October 2023 Key Result Areas as CS Team Lead (Multilingual): Spearheading a diverse, high-performing team of 25 across multiple language verticals, ensuring consistent service excellence and seamless support delivery in global markets. Managing full recruitment cycles, including candidate selection, screening, and interviews, to build a skilled and high-performing customer support team. Optimizing KYC and A&S operations by identifying inefficiencies and implementing SOP enhancements, resulting in significant improvements in workflow and service delivery. Motivating and developing the team, achieving top performance ratings (SS & S), establishing the team among the highest-performing units in Customer Support. Collaborating cross-functionally with Sanctions, CDD, P2P, and Operations Excellence teams to drive process improvements across multiple regions and time zones. Administering scheduling and KPI tracking, ensuring precise shift allowance calculations and accurate reporting for APAC and remote teams with zero discrepancies. Partnering with L&D and QA teams to develop relevant learning materials, closing knowledge gaps and enhancing agent capabilities. Key Result Areas as Customer Service Representative - APAC: Managed customer inquiries in Hindi and English via live chat and email, delivering prompt, effective solutions to enhance user experience. Extracurricular Activities Binance | May'18 to Aug'18 Binance Angel - India (Volunteer) Managed the official Telegram community and addressed user queries. Collaborated with marketing to execute community events and represented Binance at the Internal Blockchain Conference 2018 in India. Led Binance’s first offline meet-up in India. QS marketing Corp. | Apr'18 to Aug'18 Community Management Managed Telegram communities for Alive Casino, Peru Coin, and Bolt Coin, driving community growth. Worked with the social media team to boost Twitter engagement and develop engagement programs for Telegram. Secured global influencer partnerships, enhancing project reach. Moderated official channels on Bitcoin Talk, Altcoin Talk, and Reddit. Hosted AMAs and online meet-ups. Coindelta — India | Apr'17 to Mar'18 Community Management Lead Managed the Telegram community, responding to user queries via social media. Created and updated Help Center FAQs and articles. Identified bugs on the website and assisted in platform optimization. Participated in internal feature testing, documenting findings. Hosted AMAs and online events. Personal Details Contributed to product optimization efforts, including SMS testing for the Indian market and translating content to improve local language support and user experience. Provided comprehensive support to the Peer-to-Peer (P2P) team, effectively resolving over 850 P2P disputes, ensuring smooth operations. Key Result Areas as Social Media Representative: Managed customer inquiries across key social media platforms, including Telegram, Discord, Twitter, Reddit, and app store reviews, ensuring swift resolutions. Achieved the highest volume of inquiries, consistently managing a significant number of customer interactions while maintaining quality support. Provided actionable optimization suggestions, all of which were successfully implemented, contributing to the improvement of customer support processes. Key Result Areas as Operations Manager P2P, South Asia: Managed 2,000+ merchant dispute cases, managing the Asia P2P Telegram community to enhance user experience and improve dispute resolution efficiency. Identified and mitigated high-risk fraud cases, including the BitBns scam and INR money laundering networks, proposing proactive strategies for early fraud detection and prevention. Contributed to the planning and execution of exclusive, high-impact P2P merchant events, driving increased engagement and transaction volumes within the community. Conducted competitor analysis and created data-driven reports to guide product enhancements and refine operational strategies for competitive advantage. Provided actionable insights to optimize the P2P user journey, enhancing overall service quality and driving continuous improvements in customer satisfaction. Key Result Areas as Operations Manager - CS & Community, South Asia: Managed South Asian Telegram communities, ensuring high user satisfaction and sustained engagement across platforms through proactive communication and timely support initiatives. Supported South Asia product localization, contributing to OKX Academy, SMS testing, and user interviews to inform product feedback and enhance regional experience. Collaborated with Social Media teams to execute regional content calendars and Twitter strategies tailored for Indian and Pakistani markets, amplifying reach and engagement. Key Result Areas as Community Manager — India: Planned and executed high-impact campaigns, including bounty events, OKX 101 learning sessions, and engagement initiatives to drive sustained community growth and participation. Conducted multiple online AMAs with project leaders, fostering transparency, building user trust, and enhancing community interaction and awareness. Forged partnerships with top Indian influencers, enabling successful online AMAs and collaborative events that expanded reach and strengthened brand presence. Hosted an offline community meet-up in Mumbai, securing speakers at zero cost, while boosting local engagement and brand visibility. Created engaging content and visuals for Indian social media handles, aligning with brand tone and regional preferences to increase platform traction and visibility. Date of Birth: 27th August 1995 Languages: English & Hindi Address: Bangalore, India Achievements Across Career Launched Pakistan Telegram community, achieving organic growth to 4,000+ users in three months through strategic engagement and localized community-building efforts. Spearheaded the launch and growth of India’s official Telegram community, scaling it organically from inception to 3,000+ engaged members through strategic community-building efforts. Awarded an “S” rating for exceptional KPI performance in the- review cycle and achieved the highest “SS” rating in the- mid-year review. Recognized with the “Crushing It” rating for outstanding contributions in both the- and- review cycles. Ranked as a top performer within the social media team, maintaining 100% Customer Satisfaction (CSAT) and consistently meeting service level agreements (SLAs). Led recruitment and onboarding of 20+ moderators from India and Pakistan; conducted training, set KPIs/OKRs, and drove performance excellence across community operations. Enhanced user support metrics, reducing average dispute resolution time from 24 hours to 8 hours through process optimizations and prompt first responses. Drove 42.99% growth in Indian user base, improving conversions by 15% and boosting engagement metrics: active (54%), online (105%), new users (28%). Designed daily engagement campaigns and educational sessions like "Class 101," maintaining 74% active user rate and 500+ daily messages with a 25% conversion rate.