Ashish Sharma

Lead end-to-end management of beta device testing programs and feature launches for Alexa, orchestrating global operations across multiple markets and languages.

Key Responsibilities:

• Drive strategic planning and execution of unlaunched Beta devices/Standard feature testing from inception to market launch
• Manage comprehensive testing frameworks including participant recruitment, device distribution, and engagement strategies
• Oversee prototype security management and inventory control across multiple locations
• Lead cross-functional stakeholder engagement and program governance
• Develop and implement strategic roadmaps for program scalability and efficiency
• Direct SIM (Tester issues) management and resolution processes
• Establish and monitor program metrics, quality standards, and operational efficiency

Key Achievements:

• Spearheaded Echo Pop (Churro) device launch program across EN/HI locales, managing end-to-end testing and market readiness
• Optimized operational efficiency by reducing SIM aging from 74 to 24 days and resolve age from 15 to 8 days
• Achieved 100% audit accuracy in prototype security management across 3 locations with 5000+ devices
• Drove significant growth in Standard Feature Testing (SFT) premium program:
• 13x revenue increase from $6,500 (2023) to $90,000 (2024)
• Managed 155+ testing activities vs 13 in previous year
• Maintained 100% achievement of N=50 participant goal for all premium activities
• Led recruitment and engagement for 8+ programs across 13 locales, managing 15,021 participants
• Improved operational efficiency by 38%, managing additional 200 hours per program without headcount increase
• Successfully onboarded 3 major stakeholders, generating approximately $375,000 in cost savings

Led large-scale seller support operations with a team of 108 members, including 96 associates and 12 leadership staff, driving excellence in seller experience and operational metrics.

Key Responsibilities:

• Managed end-to-end operations for seller support and retention initiatives, overseeing performance metrics and service level agreements
• Led workforce planning, talent development, and performance management for a diverse team
• Developed and implemented strategic improvement initiatives to enhance seller experience
• Orchestrated change management programs and communication strategies across the site
• Directed recruitment, training, and career development programs
• Established performance metrics and quality standards for team operations

Key Achievements:

• Successfully managed 15 unique skills across SOA, FBA, MFN Local, Vernacular, and High-Value Seller programs
• Spearheaded ESAT initiative for 255 HC, implementing innovative programs like Early Warning System, connections, and talent management
• Led Career Internship Program (CIP) core committee, managing end-to-end execution for multiple batches
• Created 6 L4 positions through successful pilots of SG AM, MFN, and High-Value Seller programs
• Established 5 Mentor positions to enhance career development and leadership pipeline
• Achieved significant improvement in employee satisfaction and retention through structured development programs
• POC for Connections initiative for Bangalore Hub, creating OP1 charter and monthly performance tracking
• Managed onboarding of 45,000 sellers on IN platform through ASSR in 2022

Led a team of 30 plus Seller Support Associates, driving performance excellence and seller satisfaction through effective coaching, process improvement, and operational management.

Key Responsibilities:

• Managed daily operations and performance metrics for seller support team
• Conducted regular coaching sessions and performance evaluations through 1:1 meetings
• Developed and implemented action plans to address performance barriers
• Collaborated with workforce management for optimal staffing and scheduling
• Led process improvement initiatives through daily Kaizen events
• Performed quality audits of seller interactions and provided targeted feedback
• Monitored and maintained service level agreements and quality metrics

Key Achievements:

• Ownership and bias for action: Created site-level tracker for high aging cases, evolved into dedicated Case Manager team, reducing high aging cases to
• Reduced Associate Errors from 13.75% to 11% through implementation of site-level scorecard
• Led Ungating team for IN and AU marketplace, maintaining 97% SOP adherence
• Served as Engagement SPOC for site, managing events, fun activities, and CSR initiatives including PULSE and Blood donation drives
• Improved team productivity through effective schedule management and capacity planning
• Developed and implemented Associate Deviation Dashboard incorporating CAG guidelines
• Successfully managed associate development program resulting in multiple internal promotions
• Consistently achieved service level targets through effective resource management

Led customer support operations for Google My Business, managing multi-channel support team and driving performance excellence through effective coaching and process optimization.

Key Responsibilities:

• Managed customer support operations across phone, email, and chat channels
• Led team performance management and development initiatives
• Implemented process improvements and monitoring systems
• Conducted workforce planning and talent development

Key Achievements:

• Maintained 94%+ CSAT scores across all channels
• Achieved 90%+ resolve rate consistently
• Enhanced team productivity through process optimization
• Built high-performing team culture with focus on consultative approach
• Established effective performance management framework

Led a 70-member customer service team, managing end-to-end operations including recruitment, training, performance management, and retention strategies.

Key Responsibilities:

• Managed end-to-end customer service operations and team metrics
• Oversaw recruitment, training, and development initiatives
• Implemented retention strategies for high-revenue accounts • Developed performance monitoring and reporting systems

Key Achievements:

• Achieved 64% retention rate for high-value accounts
• Enhanced team performance through systematic monitoring • Improved operational efficiency through streamlined reporting
• Reduced customer complaints through targeted training programs
• Optimized workforce scheduling and resource utilization

Led comprehensive training programs for voice-based customer service and sales operations, focusing on performance improvement and capability development.

Key Responsibilities:

• Designed and delivered training programs for new hires and existing staff
• Conducted Training Needs Analysis and developed learning curriculum
• Managed post-training transition and quality calibrations
• Created training materials and performance monitoring frameworks

Key Achievements:

• Successfully implemented end-to-end training curriculum for voice programs
• Led new hire transitions as interim Team Lead during 15-day learning curve
• Established systematic training needs analysis and feedback process
• Enhanced operational efficiency through targeted training initiatives
• Maintained consistent achievement of training quality metrics

Led quality assurance and performance improvement initiatives for customer service operations, focusing on call quality, retention metrics, and process enhancement.

Key Responsibilities:

• Conducted quality assessments and generated performance analytics for 50 associates
• Mentored associates and implemented improvement plans
• Developed and delivered quality and technical training programs
• Analyzed key metrics: retention rates, defect percentage, quality compliance
• Led calibration sessions and process improvement initiatives

Key Achievements:

• Created comprehensive quality monitoring and reporting framework
• Implemented performance improvement programs reducing defect rates
• Enhanced team performance through structured coaching and training
• Established effective quality compliance and defect prevention systems
• Improved operational efficiency through data-driven process improvements

Led insurance sales operations of 10 insurance advisors, focusing on team development and business growth.

Key Responsibilities:

• Managed insurance consultant recruitment and development
• Led sales initiatives and new channel development
• Conducted product demonstrations and client consultations
• Oversaw lead generation and prospect management
• Key Achievements:
• Developed new sales channels and partnerships
• Met monthly sales targets consistently
• Enhanced team performance through structured training
• Established effective sales tracking processes

Led quality assurance for AOL accounts through call monitoring, coaching, and training initiatives.

Key Responsibilities:

• Conducted call calibrations and agent feedback
• Led quality training for new and existing teams
• Managed NICE & Citrix quality monitoring tools

Key Achievements:

• Maintained high quality standards across teams
• Implemented client quality policies effectively
• Enhanced agent performance through structured coaching

Handled AOL Member Retention through inbound customer service and sales support.

Key Responsibilities:

• Managed customer retention and service inquiries
• Executed telesales and promotional campaigns
• Processed billing and account management

Key Achievements:

• Met retention goals and customer satisfaction targets
• Achieved sales and service level agreements
• Certified in AOL customer service processes