Aakriti Sharma
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Account Manager at Kindred
Delhi, India
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Résumé
Jobs
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Account ManagerKindredMar 2026 - Current (6 months)- Senior Operations AnalystAdobeOct 2023 - May 2025 (1 year 8 months)• Collaborate on stakeholder management with internal teams, partners, and leadership and handle all the escalation management. • Coordinated end-to-end workflow operations, acting as a bridge between customers and cross- functional teams. • Managed customer escalations and queries, ensuring quick resolution and improved customer satisfaction scores. • Developed process documentation and knowledge bases to streamline client self-service and reduce ticket volume. • Led data-driven client reviews using dashboards, performance reports, and trend analysis to demonstrate ROI. • Develop and maintain interactive Power BI dashboards and reports to provide real-time visibility into key performance indicators, sales metrics, and project statuses. • O
- Business AnalystLearningMateMar 2021 - Sep 2023 (2 years 7 months)• Collaborated daily with end-users and internal stakeholders via Jira and Zendesk to gather, clarify, and document detailed business requirements—translating them into actionable functional and technical specifications for every production release. • Maintained and improved agent efficiency by analyzing support workflows in CRM and ticketing platforms (Salesforce Service Cloud, Zendesk)—streamlining knowledge bases and enabling self-service support. • Conducted process improvement reviews across ticketing, chat, and call workflows— identifying automation opportunities to reduce manual tasks and increase agent efficiency. • Collaborated daily with end-users and internal stakeholders via Jira and Zendesk to gather, clarify, and document requ
- Sales and Marketing ExectiveSmart MakerzSep 2019 - Feb 2020 (6 months)Demonstrated automation products and solutions to customers, addressing technical and functional queries to ensure clarity and confidence in purchase decisions. • Completed comprehensive training with channel partners to build deep product knowledge and ensure alignment on solution offerings. • Handled CRM platforms like LeadSquared, Trello, ZOHO, and PandaDoc for lead management, project tracking, and documentation workflows. • Developed and implemented marketing strategies and targeted campaigns to boost brand visibility and generate quality leads via platforms like LeadSquared and Instagram Ads. • Conducted market research to identify evolving customer needs, market trends, and competitor offerings, using findings to guide product positi
- System AdministratorDXC TechnologySep 2015 - Feb 2018 (2 years 6 months)Worked on SMARTS, Lejnsm, Tivoli, Jira, and consoles to monitor client environments, manage alerts, and ensure timely issue resolution, reducing impact on end-users. • Monitored Unix jobs using the EM console and proactively reported performance delays, ensuring clients were informed and workflows stayed on track. • Handled a new account during a merger and conducted knowledge transfer (KT) sessions for client teams, enabling smooth onboarding and reducing transition challenges. • Managed alerts on Windows and Linux servers using SMARTS and Lejnsm consoles, ensuring incidents were tracked, prioritized, and communicated transparently to stakeholders. • Performed ONB (overnight batch) processing and NAP status reporting daily, providing clien
Education
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- Post Graduation Diploma in Management, MarketingSVKMs Narsee Monjee Institute of Management Studies NMIMSJan 2017 - Jan 2019 (2 years 1 month)
- Bachelor's degree, Bachelor in Computer ApplicationsJagan Institute Of Management StudiesJIMS RohiniJan 2012 - Jan 2015 (3 years 1 month)
- Master's degree, PsychologyIndira Gandhi National Open University