Summary
Overview
Work History
Education
Skills
Timeline
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Aman Sharma

Faridabad

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

7
7
years of professional experience

Work History

LEAD

IBM
03.2022 - Current
  • Managing a team size of 40 people
  • Take client call every day to discuss about daily performance.
  • Audit tickets to authenticate the process followed.
  • Take pre-shift and post-shift meetings every day and share new updates with the team.
  • Share the team progress every day (Closure count, pending tickets status, SLA and team Shrinkage)
  • One on one session with every employee once in a week for employee engagement to understand their thought process.
  • Take care of absenteeism and make sure team is working on weekend if required.
  • Share EWS (Early warning system) with manager once in a week.
  • Motivate the team for growth and prepare them for IJP.
  • Monitor 25 tickets per day.
  • Check emails on regular basis for escalations and share feedback to avoid any miss.
  • Take team huddle twice a week to improve the quality.

Senior Technical Associate

Tech Mahindra
Noida
02.2019 - 02.2022
  • Handled inbound and outbound customer calls, resolving queries and providing accurate information.
  • Maintained a high customer satisfaction rate through effective communication and problem-solving.
  • Managed daily call targets and maintained call logs as per company standard.
  • Coaching and Checking for all agents through client tool.
  • Check emails on regular basis for escalations and share feedback to avoid any miss.

Education

Master of Computer Applications - Information Technology

DAV College of Management
Faridabad
04-2020

Bachelor of Computer Applications - Information Technology

B.S.A.I.T.M
Faridabad
04-2015

Skills

  • Team management
  • Process auditing
  • Performance tracking
  • Ticket resolution
  • Client communication
  • Customer relationship management
  • Quality assurance
  • Employee engagement
  • Effective communication
  • Teamwork and collaboration

Timeline

LEAD

IBM
03.2022 - Current

Senior Technical Associate

Tech Mahindra
02.2019 - 02.2022

Master of Computer Applications - Information Technology

DAV College of Management

Bachelor of Computer Applications - Information Technology

B.S.A.I.T.M

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Aman Sharma