Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Hobbies and Interests
Certification
Timeline
Generic

GAURAV SHARMA

NOIDA

Summary

Result Oriented Business Operations professional with more than 10 + years of advancement & experience with organizations like Cognizant Technologies Solutions & IBM , seeking to leverage exemplary Operations and leadership skills for high growth. Having a proven ability to lead by example, consistently hit targets, improve best practices, and organize time efficiently. Received consistent commendations for enthusiasm, attention to customer needs, detail oriented and strong work ethics. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Assistant Manager

IBM
Noida
08.2023 - Current
  • Managing and leading the day-to-day operations of a team of 35 associates, resulting in consistent process improvements.
  • Handling operational tasks on a regular basis.
  • Maintained up-to-date knowledge of company products and services.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Delegated daily tasks to team members to optimize group productivity.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Ensured compliance with safety regulations and company policies.
  • Managed customer service inquiries and complaints in a timely manner.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Analyzed business performance data and forecasted business results for upper management.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Team Leader

Cognizant Technologies
Noida
03.2022 - 08.2023
  • Successfully oversaw day-to-day activities for a team of 25 associates to achieve and surpass process targets.
  • Maintain communication with onshore partners, handling client escalations and their resolutions.
  • Developed effective implementation plans based on identified process optimization areas
  • Established a culture centered around effective communication, dynamic problem-solving, and unified team dynamics. Administered routine evaluation of process quality guidelines, process flow charts, and SIPOCs.
  • Streamlined data accessibility by automating multiple reports, minimizing manual intervention. Created user-friendly tools for improved efficiency in extracting and reporting data.
  • Prepare and report out dashboards/decks at function level for internal and external stakeholders.
  • Performing weekly error analysis and calls with the clients to understand the gaps and their expectations, and conducting internal and external calibration sessions within the team.
  • Managing end-to-end transaction monitoring, which involves monthly reporting, calibration sessions, correction process, appeal process, and meeting SLA numbers, escalations.
  • Performing training need identification, performing quality audits, and preparing trend analysis.
  • Floor support, managing escalation mailbox, and client data requirements.
  • Project coordination and engagement functionality with different external groups, third parties, and stakeholders, etc.
  • To assist in the timely delivery of insurance services.
  • Managing daily operational work for the team, such as work allocation based on FIFO. Updating the DTP/SOP if there are any process-related updates and communicating the same within the team.
  • Manage end-to-end policy journey and service delivery to ensure the correct service is delivered the first time and within pre-set SLAs.
  • Project management – by assisting delivery managers and project managers in delivering projects by providing them with various inputs required from the client's end.
  • Reporting: Prepare weekly and monthly requests tracking report/dashboards for stakeholders.
  • Reported project productivity and output to top management for a team of 25 individuals on a regular basis.

Education

BBA -

Dr.B.R. Ambedkar University - Agra
08.2011

Skills

  • Project Coordination & Management
  • Team handling
  • Client Servicing/Customer Success
  • Vendors/Supplier Management
  • Customer Relationship Management
  • Client Service
  • Team Supervision
  • Overtime Management
  • Quality Improvement

Accomplishments

  • Successfully migrated the 2 waves for my process with more 80+ work types.
  • Awarded with client business profitable Q4
  • Awarded with client annual award for the year 2023.
  • Successfully completed automation project for my process.
  • Awarded with the Employee of the Year award for 2016,2018 and 2021.
  • Certified with Intro -320(An introduction to Insurance).
  • Awarded with WOW award for total of 16 Months from 2014-2023.
  • Awarded with UNICORN award at Global level for our process.

Personal Information

Title: Assistant Manager - IBM

Hobbies and Interests

Exploring the Unexplored, travelling, Cricket, Adventure Sports

Certification

  • Successfully completed Intro 320

Timeline

Assistant Manager

IBM
08.2023 - Current

Team Leader

Cognizant Technologies
03.2022 - 08.2023

BBA -

Dr.B.R. Ambedkar University - Agra

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GAURAV SHARMA