Shivani Sharma

Customer Success Manager

India4 yrs 2 mos experience

Highly Stable

Key Highlights

Over 8 years of project management experience.
Proven track record in CSR initiatives.
Expert in stakeholder communication and business analysis.

Stackforce AI infers this person is a Project Management professional with expertise in CSR and customer service operations.

Contact

shivani.shanu.66@gmail.com LinkedIn

Skills

Core Skills

Customer Service ManagementProject Management

Other Skills

LeadershipMicrosoft ExcelCustomer ServiceCRM toolsClient RelationsProject PlanningBudget ManagementMySQLJiraOperations ManagementHR OperationsEmployee EngagementReportingResearchEmployee Relations

About

Accomplished Project Coordinator with over 8 years of experience in managing complex projects, regulatory compliance, and business analysis across diverse industries. I specialize in leading CSR initiatives, with a proven track record of driving strategic projects that make a significant social impact. As a professional, I am adept at coordinating cross-functional teams, maintaining high standards of accuracy, and ensuring successful project execution from inception to completion. My technical skills include proficiency in project management tools like MS Project, Agile management, and CRM systems, which I use to enhance operational efficiency and stakeholder satisfaction. Currently, I am working as a Customer Service Manager at Walmart, where I lead a team of associates, manage customer service operations, and implement process improvements that drive customer satisfaction and operational success. I am passionate about leveraging my skills in project management, stakeholder communication, and business analysis to contribute to impactful projects. I am always open to connecting with like-minded professionals and exploring opportunities that align with my expertise and passion.

Experience

4 yrs 2 mos

Total Experience

4 yrs 2 mos

Average Tenure

Current Experience

Walmart

2 roles

Customer Success Manager

Promoted

Nov 2023 – Jan 2026 · 2 yrs 2 mos · On-site

Ensure adherence to safe work processes and emergency procedures, encompassing safe lifting techniques, area cleanliness, evacuations, register downtime management, emergency code execution, and theft prevention.
Address and handle customer and associate concerns promptly, providing guidance as necessary to maintain a positive and professional customer service environment.
Monitor all Front End associates to ensure optimal coverage, coordinate breaks efficiently, and offer assistance to outlying registers, fostering a cohesive and well-supported team.
Provide thorough training to associates on systems and company procedures, covering scanning accuracy, productivity enhancement, company programs and initiatives, discounts, EAS system operation, and safety protocols.
Oversee purchase, return, and exchange transactions, actively correcting errors when necessary, obtaining approvals, and verifying processes to align with company guidelines.
Ensure all EAS systems function to established standards, including responsibilities such as cashier deactivation oversight, addressing greeter-related issues appropriately, and maintaining accurate logs of "Failure to Deactivate" incidents.
Prepare registers for daily opening and closing, support cashiers with change as needed, maintain front-end cash levels, and contribute to operational efficiency by conducting regular audits on register accuracy.
Oversee and actively promote all company-sponsored programs and initiatives, including credit card services, Walmart protection plans, charity initiatives, and discount programs, fostering customer engagement and loyalty.

LeadershipCustomer Service Management

Customer Service Associate

Nov 2021 – Nov 2023 · 2 yrs · On-site

● Provide friendly and helpful customer assistance, addressing inquiries, locating products, and offering product information.
● Efficiently handle cash register and POS systems to process purchases, including cash and card transactions, and issue receipts.
● Manage customer returns and exchanges according to store policies, aiming to resolve issues promptly and professionally.
● Develop a deep understanding of store products to offer accurate guidance to customers and assist them in making informed purchasing decisions.
● Work collaboratively with other associates and departments, ensuring smooth store operations and a positive shopping experience for customers

Buddy4study

Project Manager – Youth Engagement & CSR

May 2018 – Jun 2020 · 2 yrs 1 mo · Noida Area, India

Acted as the primary liaison, managing communication and relationships between clients and internal teams to confirm project requirements and ensure all stakeholders were regularly updated on project progress.
Led the management of private and government scholarship projects for prominent organizations like HCL and HP, overseeing end-to-end execution, documentation, and quality control to meet defined criteria and standards.
Worked with internal teams to deliver custom reports, system enhancements, client onboarding implementations, and other client management initiatives, ensuring project alignment with client objectives.
Utilized CRM tools to manage project workflows, shortlist candidates, and maintain vendor databases for efficient operations.
Conducted candidate interviews to identify suitable scholars and collaborated with cross-functional teams (tech, content, media, and social media) to ensure seamless project execution.
Held project kick-off meetings and regular touchpoints with clients throughout the onboarding and implementation stages, ensuring clear communication of objectives and requirements.
Documented project requirements, tracked progress across each stage, and maintained comprehensive project management records to support operational efficiency.
Executed digital marketing campaigns to boost brand awareness and user engagement, reviewed operations to identify improvements, and managed project plans, timelines, budgets, and staff performance.

Microsoft ExcelCustomer ServiceProject Management

Digicots interactive pvt. ltd

Business Development Manager

May 2017 – Apr 2018 · 11 mos · Noida, Uttar Pradesh, India · On-site

● Conduct market research and competitor analysis to identify industry trends and opportunities.
● Analyze marketing data from various sources and develop comprehensive digital marketing strategies aligned with company goals to optimize marketing strategies.
● Plan, execute, and monitor digital marketing campaigns across multiple channels.
● Track campaign performance, analyze KPIs, and generate regular reports.
● Utilize relevant software and tools like Google Analytics, social media management platforms, email marketing platforms, SEO tools, and CRM systems.

Info edge india limited. (naukri.com group)

Client Relationship Executive

Sep 2016 – Apr 2017 · 7 mos · Noida, Uttar Pradesh, India · On-site

Managed premium client onboarding, profile optimization, and personalized matchmaking to deliver high-quality client experiences.
Handled ongoing client communication, issue resolution, and coordination of meetings between prospective clients.
Contributed to revenue growth through B2C sales, upselling premium services, and relationship building.
Maintained MIS reports and ensured adherence to operational processes and service standards.

Aditya birla fashion and retail ltd.

Internship Trainee

Jun 2016 – Aug 2016 · 2 mos · Delhi, India · On-site

Training in human resource operations. A study on welfare services provided in Aditya Birla retail group with regards to employee satisfaction and to review and observe their engagement level.

Microsoft ExcelCustomer Service