Focused Team Manager bringing productive years of experience in customer service industry. Skilled at mentoring and leading target-driven and hardworking teams to deliver exceptional customer service. Qualified Six Sigma Green Belt individual with extensive expertise in resource, stake holder and customer service management.
Hi, I’m
Anurag Sharma
Operations
Bangalore
Summary
Overview
9
years of professional experience
1
Certification
Work History
Nreach Technology Pvt. Ltd
Team Manager
04.2022 - 12.2022
Job overview
- Lead team of 50 Order Management Analysts, SMEs and AM's.
- Order Processing which includes changes, Order fulfillment and Hold Order monitoring.
- Lead internal and external governance for team performance and process health Perform assigned responsibilities as per defined timelines and accuracy parameters of process.
- Drive operational excellence and responsible for people and performance management.
- Creation of purchase orders for early floor sets and monitor shipping to ensure on time deliver.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity
Taskus India Pvt. Ltd
Team Leader
04.2021 - 04.2022
Job overview
- Lead team of 30 Order Management Analysts, SMEs.
- Order Processing which includes changes and Order fulfillment.
- Assisted agents on handling CN and DN.
- Creating SOP's and DTP's for team.
- Submitted daily reports providing status updates on my team members' performance, updated on different cases covered
- Outlined team's goals for next day
- Activities within TAT through continuous support, development and positive reinforcement
- Coaches team in order to ensure quality of key deliverables meet appropriate standard
- Measures and manages team to meet performance targets
- Disseminate information in timely, relevant and accurate manner to all team members
- Participate in recruitment of Agents
- Conduct regular scheduled team briefs (Pre + Post shifts)
- Ensures feedback is given to Agents with regards to their performance
- Ensures all relevant business communications are cascaded in a simple and timely manner
- Reporting and Administration Review and track team attendance and schedule adherence
- Working with WFM team in shift scheduling and attendance issues.
Mouser Electronics
Customer Service Supervisor
01.2019 - 01.2021
Job overview
- Managed and supervised a team of 15 agents that were responsible for different issues related to the customers order's placed online.
- Supervised processing of PO's with multiple line orders as per sales guidelines and instructions.
- Assisted agents with questions and kept agents up to date on process changes and company updates.
- Submitted daily reports providing status updates on my team members' performance, updated on different cases covered
- Outlined team's goals for the next day
- Communicated updates for the different projects that my team was responsible for to senior management
- Measures and manages the team to meet performance targets
- Disseminate information in a timely, relevant and accurate manner to all team members
- Participate in the recruitment of Agents
- Conduct regular scheduled team briefs (Pre + Post shifts)
- Ensures feedback is given to Agents with regards to their performance
- Ensures all relevant business communications are cascaded in a simple and timely manner
- Reporting and Administration Review and track team attendance and schedule adherence
- Update, track and record performance of team members
- Compile and send out reports to relevant internal (Service provider) and external (Company's) stakeholders.
Cargill Business Services
Sr. Analyst
11.2016 - 01.2019
Job overview
- Edit customer's orders, help them track their orders and answer any questions they have about products or shipping
- Provided accurate and appropriate information in response to customer inquiries
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Helped their customers with placing online orders as well as tracking them, we also made sure that customers information was up to date in our system as well
- Handled inbound and outbound calls with a variety of requirements and compliance needs
- Provide service to customer requests within the departmental guidelines
- Answer incoming calls from customers to take orders, answer inquiries and questions
- Apply the elements of building a positive rapport with different types of customers/clients over the phone
- Assisted agents with questions and kept agents up to date on process changes and company updates
- Submitted daily reports providing status updates on my team members' performance, updated on different cases covered.
Capgemini Business Services
Process Associate
04.2015 - 10.2016
Job overview
- Edit customer's orders, help them track their orders and shipping status.
- Coordination with sales team to receive the expected flow of volume from sales team.
- Deals with customer and internal inquiries relating to invoicing.
- Manage and execute global internal orders for all regions in current ERP system.
- Helping in creating templates to create SO's in SAP system.
- Work on GR/GI's for the global orders.
- Track shipment of orders.
Oracle
Order Analyst
05.2013 - 03.2015
Job overview
- Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards and identify any hazardous contents.
- Processed and handled customer complaints, answering questions and providing alternative solutions.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Informed supervisors and coworkers of inventory needs and double-checked supplies before completing customer orders.
Education
St. Aloysius College Jabalpur
B. Com from Accounting & Computer Applications
03.2013
University Overview
St.Joseph's ConventJabalpur
High School Diploma
04.2010
University Overview
Skills
- Managing Operations and Efficiency
- Corrective Actions
- KPI Monitoring
- Process Improvement Initiatives
Accomplishments
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of transactions
- Improved quality reviews by successfully handling customer complaints and implementing monthly staff training
- Recognized by management for quality improvement projects and scrum related projects delivering outstanding outcome with respect to client servicing and process.
- Worked on business process transition projects for both inhouse and international.
Certification
- Six Sigma Green belt certified by AIGPE.
- MS- Excel Certification by Udemy.
- Scrum and Agile Methodology certified by Udemy.
Timeline
Team Manager
Nreach Technology Pvt. Ltd
04.2022 - 12.2022
Team Leader
Taskus India Pvt. Ltd
04.2021 - 04.2022
Customer Service Supervisor
Mouser Electronics
01.2019 - 01.2021
Sr. Analyst
Cargill Business Services
11.2016 - 01.2019
Process Associate
Capgemini Business Services
04.2015 - 10.2016
Order Analyst
Oracle
05.2013 - 03.2015
St. Aloysius College
B. Com from Accounting & Computer Applications
St.Joseph's Convent
High School Diploma
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