Karan Sharma

Background

About Karan Sharma

Results-oriented leader with 10+ years’ experience specialising in client services, project management and performance management. • Proven track record in building strong client relationships, driving team performance, and optimizing processes through innovative solutions. • Skilled in leveraging organizational and problem-solving abilities to deliver results and drive continuous improvement. Led various projects and processes aimed at enhancing the customer experience, including: o Spearheaded the universal credit automated verification process for the council, resulting in an 4 FTE saving. o Collaborated on chatbot AI projects, reducing handle time by 4 minutes and deflecting volume. o Reduced bug ticket cycle time from 27 days to 15 days o Enhanced and optimized ticket responses by automating Salesforce CRM features, improving average first response time from 24 hours to 2 hours. o Led a reporting automation project, creating over 20 templated reports using automation and RPA to minimize manual report dependencies. o Revamped the training process, cutting onboarding duration from 6 weeks to 3 weeks.