Himanshu Sharma
Agra
Summary
- Results-oriented Service Operations professional skilled at delivering high-quality services and ensuring customer satisfaction for operational users.
- Results-oriented professional with expertise in customer and revenue management, account profitability, and CSAT. Skilled in delivering high-quality services and providing prompt notification of potential service issues. A customer-centric problem solver who excels at minimizing disruptions and recommending beneficial changes.
- Proficient in maintaining communication and transparency, evaluating project performance, and ensuring contractual visibility. Skilled in analyzing data, problem-solving, and building relationships.
Overview
6
6
years of professional experience
Work History
Assistant Manager
Indiamart Intermesh Limited
Noida
02.2022 - Current
- Retaining and renewing customers as well as maximizing the revenue while upselling
- Driving towards customer delight and ensuring smooth rendering of services
- Leading daily service delivery, continuous development and improvement of provider services in accordance with targets / objectives included in service plans
- Ensuring that all aspects of service delivery, community engagement and staffing are focused on equality of outcomes and securing equal and fair treatment and access for all
- Acting like a consultant to the client and offering them recommended services and solutions
- Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures
- Mapping clients, identifying improvement areas, and implementing measures to maximize satisfaction levels.
- Setting out in-house quality standards for various operational areas, ensuring a high quality customer experience while adhering to the SLAs for their services
- Addressing and resolving customer product complaints empathetically and professionally.
- Delegating tasks and setting deadlines for the Internal Team
- Maximizing weekly revenues by overachieving daily targets
- Training the team for the betterment of the process and helping departmental trainers to draft the required training manuals for customer and staff
- Engaging in renewals and upselling to current customers.
- Converting product enquiry calls/emails to leads and passing it to sales for their final conversion
- Preparing daily, weekly and annual reports
- Forecasting revenues on historical and monthly data
- Preparing rewards and recognition for excellent performance.
Quality Assessor
Quality Council of India
New Delhi
08.2018 - 03.2020
- Reviewed and assessed quality of products to ensure compliance with established standards.
- Conducted tests on samples of materials, products, or processes to evaluate quality or performance.
- Investigated Urban Local Bodies regarding ODF quality and determined root causes for corrective action.
- Identified non-conforming material and reported issues to management for resolution.
Education
MBA -
Dr APJ Kalam Technical University
Lucknow06-2022
Master of Science -
Dr Bhimrao Ambedkar University
Agra06-2018
Bachelor Of Science -
Dr Bhimrao Ambedkar University
Agra06-2016
Skills
- B2B Sales
- Renewal & Revenue Management
- Catalog Enrichment
- Compliance Escalation Management
- TAT/SLA Management
- Client Servicing
- Training & Development
- Team Management
- Communication
- Decision Making
- Time Management
- Self - Motivation
- Leadership
- Adaptability
Languages
- English
- Hindi
TECHNICAL PROFECIENCY
- Web ERP
- MS Excel
- MS Word
- Powerpoint
- MS Outlook
Timeline
Assistant Manager
Indiamart Intermesh Limited
02.2022 - Current
Quality Assessor
Quality Council of India
08.2018 - 03.2020
MBA -
Dr APJ Kalam Technical University
Master of Science -
Dr Bhimrao Ambedkar University
Bachelor Of Science -
Dr Bhimrao Ambedkar University
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