Aakanksha Sharma

Experience

• 

  Ibm Pvt India Limited

  Jun 2016 - Jan 2020

  -Implemented Customer experience improvements to turn around theCommunication Parameter of Customer survey for a Critical Situation account usingSix Sigma YB techniques.-Resume Responsible for Data Representation of the team in WRMs and Client Calls.-Lead Operational Reviews and Process Delivery Reviews for the aligned respectiveaccounts. Worked on Training Team level responsibilities. Created VMP for the FloorSupport Training team for 6 months. Trained new Trainers on the daily KRA and dailywork.-Worked with Hiring groups to drive Campus Recruitment. Learned to conduct VoiceInterview round and screening Weniger anzeigen

  • Trainer

    Apr 2018 - Jan 2020

  • Sr. Technical Practitioner

    Jun 2016 - Apr 2018
• 

  Airbnb

  Jan 2020 - Jan 2020

  Product Trainer

  - Undertook assigned training projects, both regional and global, in collaborationwith teammates and stakeholders. Worked on an Agile project to improve CustomerSatisfaction in Covid by Daily Interventions, refreshers, reports.- Maintained up-to-date, functional knowledge of Airbnb products, as well as CXtools, systems, and workflow. Facilitated training, solo or with a co-trainer, followingapproved curriculum Collecting and communicating to the Training Lead feedbackon the effectiveness of the training program through training surveys and ongoingobservations. Weniger anzeigen

• 

  TeamViewer

  Jun 2022 - now

  Title: “Using Machine Learning for predicting customer behavior: Analyzing usage and commercial aspects of TeamViewer AR Glasses Remote assistance software" Description:• Investigated user churn dynamics in AR glasses applications for the deskless workforce.• Employed advanced statistical analysis and machine learning techniques, including logistic regression, decision trees, random forests, and deep learning algorithms.• Processed and analyzed data from four distinct AR product solutions, focusing on key performance indicators such as ARR, ROI, and feature engagement.Technologies Used:• Python (Scikit-Learn, TensorFlow)• Statistical AnalysisImpact:• Improved understanding of AR application usage patterns, leading to enhanced user retention strategies.• Empowered the company to proactively address potential churn scenarios, positively impacting customer satisfaction and business growth. Weniger anzeigen • Analyze customer data, including but not limited to product usage, customer interactions, and support ticket data, to derive meaningful insights.• Conduct exploratory data analysis to identify trends, patterns, and potential areas for improvement in customer engagement.• Analyze customer behavior within the SaaS platform to understand user journeys, feature adoption, and potential pain points.• Work closely with Customer Success Managers (CSMs) to provide data-driven insights that support customer engagement and retention strategies.• Collaborate on the development of customer health scores and early warning systems.• Used Looker for Data Visualization Weniger anzeigen

  • Junior Product Owner

    Jan 2024 - now

  • TeamViewer Master Thesis Student Data Analysis Customer Success Management

    Jan 2023 - Jan 2024

  • TeamViewer Working Student Data Analysis Customer Success Management

    Jan 2022 - Jan 2023

  • Working Student Technical Documentation and Product Management

    Jun 2022 - Nov 2022