Avishkar Sharma

In my role as Lead Business Analyst at IBM, I was responsible for defining Functional Requirements (FREQ) and Use Cases for both AI/ML & Non AI/ML features, ensuring the development of cutting-edge solutions. Working closely with the Product Development team, I planned and executed the release of new features, contributing to the success of the Content Enrichment Services product. Additionally, I conducted demos for stakeholders, showcasing the value of our solutions and providing support to users.

• Defined Functional Requirement (FREQ) and developed use cases for project, encompassing AI/ML and non-AI/ML needs.
• Formulated User Stories that contribute to Roadmap objectives.
• Maintained consistent reporting of project status to management through weekly scrum call updates.
• Developed comprehensive documentation and training materials through creation of desk procedures and Blueworks Live workflow for implemented solution, features, and functional changes.
• Demonstrated expertise in submission of functional requirement requests, change management requests and reporting issues through various applications such as Trello, Box, ASANA, JIRA and PMR (IBM Support).
• Fostered strong relationships with key third-party service providers such as Persistent Solution Ltd, GfK, and Tradeshift to ensure smooth collaboration.
• Maintained oversight of deliverable completion within designated timeframes.
• Contributed significantly to enhancing performance of the AI/ML model used by the “Classification Analysis Tool” by gathering crucial data.
• Conducted evaluation on accuracy of predictions generated by the AI/ML model, 'Classification Analysis Tool,' resulting in enhancements through retraining with supplemental data.
• Increased adherence to regulations by implementing advanced classification codes and keyword criteria in order to prevent the publication of restricted items.
• Implemented a seamless process using IBM MDM to transmit enriched JSON exports of offers and items to Tradeshift, improving efficiency and accuracy.
• Developed a centralized data repository to streamline the management and organization of UNSPSC codes for prohibited items.
• Achieved precise tracking of item processing time by ensuring thorough documentation and finalization of API implementation within Tradeshift's content health report.
• Contributed to the improvement of seller offerings by defining and implementing a scoring system for evaluating item content quality.
• Enhanced efficiency by establishing an automated system for managing SKU GAPs and reporting to GfK (Content Aggregator).
• Performed thorough user acceptance testing on the implemented solution in IBM MDM (Infosphere) to guarantee optimal performance during staging and production deployments.
• Maintained constant communication with external teams to stay informed about ETL integration upkeep for project applications.
• Enhanced efficiency by automating the entire workflow of IBM MDM (Infosphere) jobs in collaboration with Tradeshift and GfK.
• Collaborated with internal stakeholders from Content Governance, Analytics, Seller Ops, IT/AMS, and CISO teams.
• Coordinated with IT teams to design and implement custom applications tailored to specific business needs, resulting in increased efficiency and effectiveness of workflows.

• Oversaw and supervised a group of Technology Support Representatives specializing in providing inbound customer support through calls, emails, and chats.
• Successfully achieved project obligations through effective management of scope, cost efficiencies, and resources
• Assisted in accelerating the professional development of newly hired employees
• Updated daily, weekly, and monthly SLA reports and distributed them to clients and sponsors.
• Sustained the firm's practices and policies by ensuring quality and accuracy
• Applied operational policies to achieve SLA's/KPI.
• Demonstrated effective leadership skills to inspire and manage team members
• Facilitated ongoing training and development activities for team members, ensuring compliance with performance standards.
• Supervised operations of 24-hour customer service desk staffed by [30] team members.

• Team lead for IBM Passport Advantage program.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
• Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
• Managed high-performing customer service team, consistently exceeding company performance benchmarks.
• Successfully drove new product lines to increase annual profits by 25%.

• Demonstrated expertise as senior subject matter expert by effectively managing IBM Passport Advantage program.

• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction as subject matter expert for IBM4YOU.

• Responded to customer requests for products, services, and company information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Exceeded monthly sales targets consistently through persuasive selling and excellent communication skills.
• Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
• Made average of [100] outbound and inbound calls per day.