Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
References
Timeline
Generic

VAIBHAVI SHARMA

Timmins,ON

Summary

Experienced IT professional with over 5 years of expertise in Information Systems and SaaS. Skilled in customer engagement, project management, and the software development life cycle. Enhanced operational efficiency through cloud-based enterprise systems. Demonstrated leadership in retail management by improving team productivity and customer service.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Department Supervisor - Customer Service

The Home Depot
Ontario, Canada
02.2023 - Current
  • Led customer service initiatives to sustain 95% satisfaction at The Home Depot.
  • Assessed Weekly Dashboard reports, achieving 30% decrease in support calls and generating $37,000 average weekly revenue
  • Improved order fulfillment processes, achieving 85% LTSA metrics.

Jr. Project Manager

RapidOps Solutions Pvt Ltd
Gujarat, India
09.2022 - 11.2022
  • Managed project progress and client communication.
  • Tracked project deliverables, keeping assignments on task and on budget.
  • Maximized client on-time deliverables at 80%, with project development life cycle accomplishing 90% task completion

Product Manager

Hex Wireless Pvt Ltd
Gujarat, India
03.2022 - 08.2022
  • Identified customer needs through user interviews, surveys, and focus groups.
  • Supervised SLAs and escalations, ensuring operational fluidity and sustaining 78% network stability among 120 clients.
  • Developed product roadmaps to help guide the development of new products.

Service Assurance Manager

Hex Wireless Pvt Ltd
Gujarat, India
03.2021 - 02.2022
  • Facilitated service assurance processes to enhance customer satisfaction to 88.5%.
  • Promoted application upgrades across 120 international client accounts, achieving 70% product version compliance.
  • Conducted risk evaluations to assess potential operational impacts.

Technical Support Executive

Hex Wireless Pvt Ltd
Gujarat, India
06.2019 - 02.2021
  • Served as the first point of contact for customers using the ticketing system.
  • Designed a comprehensive on-the-job training structure to enhance employee on-boarding.
  • Established continuous improvement initiatives to achieve KPIs.

Education

PG - Project Management

Northern College of Applied Arts & Technology
Canada
04.2024

PG - Information Systems and Business Analysis

Northern College of Applied Arts & Technology
Canada
09.2023

BTech - Electronics & Communication Engineering

Parul University
India
05.2019

Skills

  • Sprint execution
  • Agile methodologies
  • Cloud migration and service delivery
  • Network security
  • Microsoft Office applications
  • Google APIs and email integration
  • Technical troubleshooting
  • Client relationship management

Certification

  • Agile Project Leadership by LinkedIn
  • What is Scrum by LinkedIn
  • Project Management & Leadership by Coursera
  • Fundamentals of Agile & Waterfall by PMI
  • Project Management Professional in progress (PMP)
  • Certified Scrum Master in progress (CSM)
  • CCNA in progress

Accomplishments

  • Student Ambassador at Northern College
  • Bravo – Day Ops Associate of the month
  • Because of You - awarded, 2021
  • Volunteering at Anti-Hunger & Food Bank

References

References available upon request.

Timeline

Department Supervisor - Customer Service

The Home Depot
02.2023 - Current

Jr. Project Manager

RapidOps Solutions Pvt Ltd
09.2022 - 11.2022

Product Manager

Hex Wireless Pvt Ltd
03.2022 - 08.2022

Service Assurance Manager

Hex Wireless Pvt Ltd
03.2021 - 02.2022

Technical Support Executive

Hex Wireless Pvt Ltd
06.2019 - 02.2021

PG - Project Management

Northern College of Applied Arts & Technology

PG - Information Systems and Business Analysis

Northern College of Applied Arts & Technology

BTech - Electronics & Communication Engineering

Parul University

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