Utkarsh Sharma

Associate Consultant

Gurugram, Haryana, India3 yrs 1 mo experience

Key Highlights

  • Expert in resolving high-severity customer experience escalations.
  • Proficient in root cause analysis and operational reliability.
  • Strong background in customer experience and risk operations.
Stackforce AI infers this person is a Customer Experience and Operations Specialist with expertise in risk management and dispute resolution.

Contact

utkarshsharma.fiet@gmail.comLinkedIn

Skills

Core Skills

Root Cause AnalysisDispute ResolutionBusiness Development

Other Skills

TeamworkGoogle SheetsThird-Party Logistics (3PL)Distribution LogisticsSprinklrSocial MediaOperations Process ImprovementGlitch detectionProduct InnovationProduct Life CycleWorkflow AnalysisBreakpointsEmployee TrainingQuality AuditingCustomer Satisfaction (CSAT)

About

Customer Experience, Escalations & Risk Operations professional with experience managing high-severity cases, disputes, and service recovery through policy-aligned judgment and root-cause analysis. Focused on fair outcomes, trust, and protecting business and compliance interests.

Experience

3 yrs 1 mo
Total Experience
1 yr 5 mos
Average Tenure
2 mos
Current Experience

Wm

Senior Analyst - WMHS

Mar 2026 – Present · 2 mos · Gurugram · On-site

Zomato

Associate CDP1

Dec 2024 – Mar 2026 · 1 yr 3 mos · Gurugram · On-site

  • Resolved high-severity CX escalations across payments, fraud, and delivery, including legal and executive-level cases.
  • Did RCA with product, logistics, and ops to resolve systemic issues and improve quality and reliability at scale.
Root Cause AnalysisDispute Resolution

Prometric

Analyst

Apr 2023 – Dec 2024 · 1 yr 8 mos · Gurugram · On-site

  • Supported global test delivery operations by resolving technical and operational incidents across NAM , EMEA , APAC regions within SLA.
  • Worked with cross-functional and regional teams to analyze root causes, restore services quickly, and prevent recurrence.
  • Improved operational reliability through proactive issue identification, monitoring, and process adherence.
Business DevelopmentTeamwork

Sembcorp energy india limited

Internship

Sep 2021 – Dec 2021 · 3 mos · Gurugram · On-site

  • E - TAG Device Installation Use Case Understanding.

Education

Dr. A.P.J. Abdul Kalam Technical University

Bachelor of Technology — Computer Science

Aug 2018 – Jun 2022

Alma Mater School

Class 12th — PCM

Mar 2017 – Mar 2018

Alma Mater School

High School — Science

Mar 2015 – Mar 2016

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