Saloni Sharma
Glasgow
Summary
Digital marketing and social media management professional with strong expertise in market research and CRM systems. Proficient in Canva and WordPress, with a proven track record in written communication and customer service. Experienced in team leadership, email administration, and social media engagement strategies. Knowledgeable in VoIP technologies and familiar with tools such as Mercury, Help Shift, Qualtrics, Acme, 4Front, Bancs, and Google Sheets, dedicated to driving business growth and enhancing customer satisfaction.
Overview
7
7
years of professional experience
4034
4034
years of post-secondary education
1
1
Certification
Work history
Customer service representative
Diligenta
Stirling, Scotland
2025.09 - 2026.02
- Oversaw operational processes and customer service functions to ensure efficiency.
- Championed accuracy compliance and optimised case handling timelines.
- Drove process improvements while maintaining high service standards.
- Participated in team meetings sharing best practices for improving service delivery.
- Facilitated customer loyalty programmes to enhance customer retention.
- Collaborated with sales team to maximise product visibility and sales.
- Managed over 50 customer calls per day
- Increased sales by 10%
Senior analyst
eClerx Services Ltd
Chandigarh, India
2019.01 - 2022.01
- Facilitated team training and coaching sessions to enhance skills.
- Supported colleagues in meeting client KPIs through performance improvement.
- Encouraged collaborative efforts and process enhancements among peers.
- Maintained order during high-traffic periods to ensure smooth operations.
- Handled escalated calls to resolve issues effectively and diffuse tension.
- Identified customer retention opportunities during onboarding process.
- Received best employee award three times.
- Increased sales by 3.5% and earned incentives.
Education
BA - Mass Communication
Kurukshetra University
India Mar 2015 - 2018.03
SCQF Level 6 - Science
Sophia Girls Senior Secondary School
India Jan 2014 - 2015.02
Skills
- Digital marketing and social media management
- Market research and data analysis
- Canva and WordPress proficiency
- CRM systems expertise
- Customer service excellence
- Team leadership
- Written communication skills
- Email administration
- Social media engagement strategies
- Telephone etiquette
- Knowledge of VoIP technologies
- Proficiency in tools including Mercury, Help Shift, Qualtrics, Acme, 4Front, Bancs, Google Sheets
- Microsoft Office suite expertise
Languages
English, Hindi, Punjabi
Beginner
Awards
- Employee of the Year (2021), - Best Floor Support Award, - First Stack Ratings for Two Consecutive Years
Certification
Certificate for Generative AI, Social media influencer, tools for social media, AI tools
Timeline
Customer service representative
Diligenta
2025.09 - 2026.02
Senior analyst
eClerx Services Ltd
2019.01 - 2022.01
BA - Mass Communication
Kurukshetra University
Mar 2015 - 2018.03
SCQF Level 6 - Science
Sophia Girls Senior Secondary School
Jan 2014 - 2015.02