Himanshu Sharma
Summary
Quality & Training Manager with around 10 years of experience in renowned International and Indian based MNCs & BPOs. I have demonstrated expertise in several domains like Insurance, Telecom Tech Support and Ed-Tech. Throughout my career, I have held various positions in Customer Service, Operations, Sales, Quality & Training - consistently achieving remarkable results while striving for excellence. Additionally, I possess strong advisory skills and a keen aptitude for developing growth strategies that drive organizational success.
Overview
10
10
years of professional experience
Work History
Senior Manager Quality (Sales & Customer Service)
DBMCI | eGurukul
Gurugram
10.2022 - Current
- Developed and implemented quality management systems to ensure product compliance with industry standards.
- Implemented Dialer (Ozonetel & Smartping) and CRM (Meritto) for Customer Service and Sales Team.
- Managed a team of QAs and Trainer and define there deliverables, roles, and responsibilities, and plan training sessions to support project success.
- Reviewed CSAT & NPS surveys, and develop action plans to address and resolve customer related issues within given SLA/SOP
- Handled CEO Escalations.
- Conducting Quality sessions with new hire employees.
- Conduct Weekly Calibration with QAs and Sales and Customer Service Team Leaders
- Reduce learning curve and help enhance product & process knowledge for new joiners
- Create a strong team - Recruit, Train and place the team members in respective zones and regions.
- Create and modify SOPs timely as per the business requirement.
Senior Quality Analyst (International LOBs)
Unacademy
Bengaluru
09.2021 - 09.2022
- Worked for Global Test Preparation - NCLEX and USMLE category (International Process).
- Acting as a Quality Team leader before leaving company and conducting Quality over quality audits for team QAs.
- Monitor calls & Emails as per the Quality Matrices.
- Conduct feedback and coaching sessions on a daily and weekly basis with BDEs.
- Report performance for an aligned team members on weekly basis and communicate same to the manager.
- Suggest process improvement based on common customer concern
- Weekly connects with Sales Managers and Associate Director.
- Attend Weekly Calibration with respective stake holders.
Senior Associate Quality (AT&T Inc. - US)
Tech Mahindra Ltd
Noida
08.2018 - 08.2021
- Working for Overseas audit of key support process - AT&T Telecom.
- Monitor calls, chats and emails as per the prescribed guidelines & SLA.
- Worked for on several AI based softwares at the same time Ex: Verint, NICE, Calabrio, Cisco Sykes, Qfiniti, Spoken, Statapile, RMT, My Start task and Nuance.
- Attend Calibration sessions with client.
- Implement CAP (Corrective Action Plan) as per the process guidelines.
- Handling Cross audits for as per client requirement for aligning all QAs on same page.
Sr. Tech Support Exe. (Virgin Media Telecom - UK)
Concentrix formally IBM Daksh
Gurgaon
07.2016 - 08.2018
- Work as an off-role SME for providing support & conduct training to nesting batches and educate them about the process requirement and SLA.
- Provided technical support to customers over inbound calls, resolving complex issues and escalating when necessary.
- Performed troubleshooting on hardware and software applications in a timely manner.
- Deliver service and support to end-users using organization verified automated tools and via remote connection or over the Internet.
- Redirect problems to appropriate LOB/Dept. if required.
- Generate or raise tickets for escalation and follow up for further scheduled callbacks to customers where necessary
Quality Analyst (IAG - Australia)
Optimal Transnational Pvt. Ltd
Greater Noida
11.2014 - 07.2016
- Audit the number of calls and transactions on client provided software.
- Delivering feedbacks and providing coaching over mail client or personally to improve the customer service experience.
- Interaction with Clients in Call Calibrations.
- Ensuring that working agents are providing quick and one-time resolution in very less time with positive attitude.
- Taking Supervisor Calls.
Education
B.Sc. IT in Hardware & Networking -
Mahatma Gandhi University
12.2015
Higher Diploma - Computer Hardware And Networking
NIIT Institute
04-2014
Senior Secondary - 12th Standard -
National Institute of Open Schooling
10.2012
Higher Secondary - 10th Standard -
Central Board Of Secondary Education
07.2008
Skills
- Call Monitoring, Feedback and Coaching Sessions
- Customer Service & Sales Training Delivery
- Technical Training Delivery
- Call Center Operations
- Focused on customer satisfaction
- MS Office & Google Suit Proficient
- SOP Creation
- Zipteams & Calabrio Administrator
- Ozonetel & Smartping Administrator
- Meritto Administrator
- Onboard, Integration and Implementation AI Based tool in Organization
Personal Information
Date of Birth: 01/02/1991
Father's Name: Late Kuldeep Sharma.
Marital Status: Married
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Senior Manager Quality (Sales & Customer Service)
DBMCI | eGurukul
10.2022 - Current
Senior Quality Analyst (International LOBs)
Unacademy
09.2021 - 09.2022
Senior Associate Quality (AT&T Inc. - US)
Tech Mahindra Ltd
08.2018 - 08.2021
Sr. Tech Support Exe. (Virgin Media Telecom - UK)
Concentrix formally IBM Daksh
07.2016 - 08.2018
Quality Analyst (IAG - Australia)
Optimal Transnational Pvt. Ltd
11.2014 - 07.2016
B.Sc. IT in Hardware & Networking -
Mahatma Gandhi University
Senior Secondary - 12th Standard -
National Institute of Open Schooling
Higher Secondary - 10th Standard -
Central Board Of Secondary Education
Higher Diploma - Computer Hardware And Networking
NIIT Institute
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