Sharon Mathews

Operations Associate

India4 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in enhancing customer experience in EdTech.
Proven track record in managing key accounts in Fintech.
Strong analytical skills with an MBA background.

Stackforce AI infers this person is a Customer Experience Specialist with expertise in EdTech and Fintech sectors.

Contact

Skills

Core Skills

Customer ExperienceCustomer SupportCustomer Relationship Management

Other Skills

Microsoft OfficeCommunicationEscalations ManagementCustomer SatisfactionCustomer RetentionCustomer Relationship Management (CRM)Labor and Employment LawTeam ManagementInterpersonal SkillsTeamworkCustomer LoyaltyCustomer InsightCustomer EngagementHuman Resources Information Systems (HRIS)Microsoft Excel

About

Our team at Cuemath thrives through my ability to deliver personalized support and resolve complex issues, ensuring customer satisfaction and retention. With a focus on streamlining customer service workflows, I've collaborated with cross-functional teams, contributing to tangible improvements in the customer journey. Holding an MBA with expertise in SQL, I bring analytical skills and a drive for efficiency to my role. My educational background in Business Administration complements my professional commitment to optimizing service levels and fostering customer loyalty in a dynamic educational technology environment.

Experience

4 yrs 9 mos

Total Experience

2 yrs 4 mos

Average Tenure

4 yrs 4 mos

Current Experience

Cuemath

Senior Customer Experience Associate

Feb 2022 – Present · 4 yrs 4 mos · Bangalore Urban, Karnataka, India · On-site

As a Senior Customer Experience Associate at Cuemath, I was responsible for ensuring an exceptional and seamless experience for students, parents, and educators. I handled escalations, improved support processes, and worked closely with cross-functional teams to enhance customer satisfaction across the Cuemath platform.
Addressed complex or escalated queries from parents and students related to subscriptions, classes, teacher performance, and platform usage.
Provided resolution via email, phone, and chat with a focus on empathy and high-quality service.
Ensured customer satisfaction while balancing company policies and customer needs.
Identified recurring issues and suggested process changes or automation to reduce friction in the customer journey.
Shared actionable customer feedback with product and operations teams to drive platform enhancements.
Trained new team members on tools and resolution strategies.

Microsoft OfficeCommunicationCustomer SupportEscalations ManagementCustomer SatisfactionCustomer Retention+1

Paytm

Key Account Manager

Aug 2021 – Jan 2022 · 5 mos · Bengaluru, Karnataka, India · On-site

Managed and nurtured relationships with key merchants, ensuring consistent usage and satisfaction with POS services.
Oversaw deployment and activation of Paytm POS devices, ensuring timely onboarding and merchant training.
Achieved monthly targets for transaction volume (GMV), active devices, and revenue generation.
Identified cross-selling opportunities for additional Paytm offerings such as QR, Soundbox, loans, and insurance.
Provided first-level tech support and resolved escalations to ensure smooth merchant experience.
Collected merchant feedback and collaborated with internal teams for product improvement.
Maintained compliance with KYC and regulatory norms across assigned accounts.

Microsoft OfficeCommunicationCustomer Relationship Management (CRM)Customer Relationship Management