Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Akarshan Sharma

Senior Operations Manager
Gurgaon,HR
Akarshan Sharma

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 Delhi
New Delhi

Bachelor of Arts
04.2001

St. Xavier's Higher Secondary School
Bettiah, India

High School Diploma
04.2001

Skills

Operations Management

Project Management & Transition

Business Transformation

Vendor 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
Akarshan SharmaSenior Operations Manager