Hi, I’m
Akarshan Sharma
Senior Operations Manager
Gurgaon,HR
Summary
Operations I Management Experience - Highly skilled and customer obsessed. Operations, Customer Experience, Digital Transformation & Product Executive with a diverse background in Tech, Banking, FinTech, Telco & Digital Marketing industries with specialty in customer experience management and digital transformation.
Leadership I High Performing Teams - Proven in building and retaining high performing teams with multiple Fortune 50 and mid-market cap companies with 7+ years of management experience. Recognized by peers and senior leaders as an influencer who possesses judgement skills, has bias for action and consistently delivers results for company and customers.
Proven Results - Recognized as a Top Tier employee (Top 10%) in every qualifying year at FIS for exceptional recommendation from Executives.
Overview
14
years of professional experience
Work History
FIS
Senior Operations Manager
07.2021 - Current
Job overview
Client Engagement - Relationship management, client goal delivery, transformation and RPA opportunities for continuous value addition
End User Satisfaction - Metrics delivery such as TNPS, RTF, CSAT, FCR, Complaints Reduction, Quality & Compliance
Leading Multisite Operations - Gurgaon, Mumbai
Vendor Management - Transition, Staff Augmentation, Business Continuity, Improved Performance & Efficiency
Lead operations, project implementation for multiple LOBs for financial services, digital marketing, healthcare & telecom processes
Working in champion challenger model for telecom process - primary goal as FCR and Complaint reduction
Creating staffing plans & adhering to client staff demand
Month on month service delivery and quality control
Handling visits for both new and existing clients as well as FIS leadership
Providing metrics improvement & cost efficiencies through projects
Migration and implementation of new skills/products
FIS
Operations Manager
01.2019 - 06.2021
Job overview
Meeting all client SLAs - Critical & Non Critical
Meeting all objective KPIs listed in SOW - CSAT, Quality, Utilization, AHT, Shrinkage
Staffing & Scheduling review & adherence to align with customer requirements
Managed Google Ads - North America account for high end spend segment
Managing client relationship - generating new opportunities
FIS
Team Member to Team Leader
09.2010 - 12.2018
Education
University of DelhiNew Delhi
Bachelor of Arts
04.2001
St. Xavier's Higher Secondary SchoolBettiah, India
High School Diploma
04.2001
Skills
Operations Management
Timeline
Senior Operations Manager
FIS
07.2021 - Current
Operations Manager
FIS
01.2019 - 06.2021
Team Member to Team Leader
FIS
09.2010 - 12.2018
University of Delhi
Bachelor of Arts
04.2001
St. Xavier's Higher Secondary School
High School Diploma
04.2001
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