Ashima Sharma
Gurgaon
Summary
Operations management professional prepared for role with keen eye for process optimization and workflow enhancement. Known for fostering collaborative team environments and driving results through strategic planning and resource management. Reliable and adaptable, consistently aligning operations with organizational goals. Adept in strategic planning and stakeholder management, driving impactful results through collaboration and innovative solutions. Excel in training and mentoring, fostering a culture of continuous improvement.
Overview
12
12
years of professional experience
Work History
Deputy Operations Manager
MakeMyTrip Pvt Ltd
12.2024 - Current
- Manage sales and revenue reporting across corporate travel LOBs (train, visa, flight, hotel).
- Prepare and present comprehensive sales revenue dashboards for business heads and leadership.
- Oversee MIS, attendance tracking, and vendor submission processes ensuring accuracy and compliance.
- Handle escalations from corporate clients, ensuring swift and satisfactory resolutions.
- Conduct training sessions for new team members, enabling faster onboarding and process adherence.
- Collaborate cross-functionally with finance and vendor teams to resolve discrepancies and optimize reporting workflows.
- Implemented process improvements to reduce errors, increase accuracy, and improve overall operations quality.
Operations Customer Service Manager
Isango Pvt Ltd
02.2024 - 10.2024
- Introduced innovative tools and technologies to enhance the overall customer experience while increasing employee productivity levels.
- Evaluated employee performance on an ongoing basis providing constructive feedback and implementing personalized development plans.
- Developed comprehensive training programs for new hires, ensuring seamless integration into the team and increased productivity.
- Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
Risk Management, Vendor Management
Expedia Group
08.2021 - 01.2022
- Conducted risk assessments and implemented mitigation strategies across travel booking operations.
- Developed policies, incident response frameworks, and compliance protocols.
- Coordinated with internal/external stakeholders for fraud prevention and industry compliance.
- Delivered risk trend reports and presented to senior management.
Priority Escalations, Tier 3
Expedia Group
04.2019 - 08.2021
- Owned executive escalations, including CEO, legal, and media-related cases.
- Managed crisis communication with press, social media, and influencers.
- Acted as final decision authority for complex cases, balancing business and customer satisfaction.
- Advocated customer feedback for process improvements and escalation trend analysis.
Senior Sales & Customer Experience Specialist
Isango Pvt Ltd
02.2016 - 04.2019
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
Customer Service Executive (Amazon Pilot Process)
Concentrix
07.2014 - 01.2016
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Trainee (Internship)
Defence Research And Development Organisation
10.2013 - 01.2014
Education
Bachelor of Technology - Applied Electronics
Kurukshetra University
04.2014
Skills
- Customer engagement
- Operational efficiency
- Training and mentoring
- Staff training and development
- Stakeholder management
- Customer Relationship Management (CRM)
- Excel & Data Analysis
- Project & Operations Management
- Strategic planning
- Strategic planning & execution
- Teamwork and collaboration
- Problem-solving abilities
Websites
Timeline
Deputy Operations Manager
MakeMyTrip Pvt Ltd
12.2024 - Current
Operations Customer Service Manager
Isango Pvt Ltd
02.2024 - 10.2024
Risk Management, Vendor Management
Expedia Group
08.2021 - 01.2022
Priority Escalations, Tier 3
Expedia Group
04.2019 - 08.2021
Senior Sales & Customer Experience Specialist
Isango Pvt Ltd
02.2016 - 04.2019
Customer Service Executive (Amazon Pilot Process)
Concentrix
07.2014 - 01.2016
Trainee (Internship)
Defence Research And Development Organisation
10.2013 - 01.2014
Bachelor of Technology - Applied Electronics
Kurukshetra University