Amit Sharma
Team Operations Manager
Summary
Lead the organization towards achieving its full potential and personal fulfillment through exceeding goals.
Seasoned Strategic MDP Certified Leader with 20+ years of experience driving operational excellence, fostering organizational development, and cultivating a high-performing workforce through employee engagement initiatives, training leadership, and workforce management expertise, Customer Retention strategist, Digital Customer Champion through webchat experience.
Customer Experience Champion | Driving Retention, FCR, and NPS Improvement
Process Optimization Expert | Streamlining Telecom Operations for Efficiency and Customer Satisfaction
Proven ability to lead high-performing teams in optimizing process operations. Extensive experience developing procedures and service standards that drive business excellence.
Award-Winning People Leader with a Proven Track Record in Employee Engagement
Results-Oriented Operations Leader | Proven Ability to Drive Efficiency and Quality Exposure to Audits & Standards, Led and participated in audits against COPC and BS-7799, ensuring compliance.
Telecom Training & Process Optimization Leader where I developed, delivered, and lead industry-specific training programs for the telecom sector. Additionally, i spearheaded the process optimization initiatives to streamline telecom operations.
As an SLA Management Expert analyzed operational metrics and identified areas for improvement. Implemented initiatives to drive operational excellence and achieve ambitious performance targets.
Demonstrated Chief Operations Officer offering extensive knowledge in business development and strategic planning. Adept at analyzing data and performance metrics to obtain a complete business overview.
Highly-skilled Chief Operations Officer with extensive experience overseeing operations and employees. Dedicated to promoting the company culture and enhancing brand awareness to increase client bases and profitability.
Overview
20
20
years of professional experience
Work History
TEAM Operations Management
Tech Mahindra
05.2023 - Current
- Trusted Advisor & Retention Expert | Liaison to Senior Management Partners overseas
- Focused on Collaboration Retention Collaboration Expert | Resolving Cross-Functional Challenges and Optimizing Processes
- Customer Champion | Exceeding Retention Benchmarks (by delivering 110% NPS) Across Mumbai & Pune
- Sales Performance Leader | Driving Results Through 6 High-Performing Teams (70+ Agents) "Increased operational efficiency in Upgrades by 20% through targeted training programs." "Reduced average handle time (AHT) across multiple queues by 30% with customized development plans." "Empowered teams to achieve [specific operational goal] through tailored training interventions." "Implemented learning solutions to enhance cross-functional collaboration, resulting in streamlined operations."
- Coordinated emergency response plans for various scenarios, ensuring preparedness across all levels of the organization.
Team Leader -VF Retentions
04.2018 - 06.2023
- Performance driving and Building High-Performing Team for Balanced Success by achieving Key Performance Metrics (AHT, NPS, Save % etc.) with 15 plus specialist
- Accelerated Team Onboarding | Mentored New analyst & Boosted Team Performance Leadership Pipeline Builder by developing & Integrating Newly Promoted Team Leaders and also helping existing team members get mobility and growth
- Reduced Time to Proficiency for New Team analyst by 50% Through Targeted Mentoring
TMBS as Team Leader – Webchat
12.2015 - 05.2018
- Led a team of 18 members; imparting training to the team on the process & behavior
- Trained New Recruiters and maintained high level of employee engagement leading to lowest attrition in Team
- Responsible for complete Efficiency Management – AHT, Quality Assurance/ Call Listening – Feedback
- Training the new employees to meet the performance goals and reducing the learning curve.
Agile Process LLP as Bus. Dev Manager
06.2017 - 03.2018
- Managing & replying sales enquiries – in collaboration with Business Partner Act as the driving force behind generating new sales leads/contacts Following up new business new sales leads/contacts and setting up meetings Planning, preparing & maintaining promotional material (emails, brochures, presentations, videos, websites, social media marketing
- Filter capable prospective clients based on investment capability & interest Manage sales meetings including primary discussions at office, visit to office and manufacturing facility Generated business worth 19 lacs within a span of 10 months from new idea I.e
- Feasibility Study assignments Played vital role in communicating with international clients and explaining the capabilities, arranging meetings in India and finalizing deals.
TMBS as Team coach – VF Upgrades
07.2011 - 11.2015
- Assessing the customer satisfaction surveys results
- Supporting a team of 15 advisors, imparting training to the team on the process & behavior
- Managing escalations on the Operations Floor; identifying training needs for team members for career growth
- Monitoring calls and identifying process gaps and customer attributes and ensuring a good quality score is delivered by the team.
TMBS as Senior Advisor – VF Upgrades
09.2008 - 06.2011
- Overseeing the retention of “high value” customers for the business and selling “customized solutions” for customers
- Ensuring that not only the customer stays with VF but also, resigns with VF for another 12-24 months
- Delivering the highest Customer Satisfaction Scores on SMS Surveys and an FCR is given to the customer on such calls.
Education
MCP certified for Exchange server 2008 -
PGDBM in Operation Management - undefined
Welingkar Institute of Mumbai
Bachelor in Computer Science - undefined
Skills
MS Officeundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
HybridOn-SiteRemoteImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsTeam Building / Company RetreatsFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPaid time offPersonal development programsPaid sick leave4-day work weekTimeline
TEAM Operations Management
Tech Mahindra
05.2023 - Current
Team Leader -VF Retentions
04.2018 - 06.2023
Agile Process LLP as Bus. Dev Manager
06.2017 - 03.2018
TMBS as Team Leader – Webchat
12.2015 - 05.2018
TMBS as Team coach – VF Upgrades
07.2011 - 11.2015
TMBS as Senior Advisor – VF Upgrades
09.2008 - 06.2011
MCP certified for Exchange server 2008 -
PGDBM in Operation Management - undefined
Welingkar Institute of Mumbai
Bachelor in Computer Science - undefined
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