Himanshu Sharma
Ahmedabad
Summary
Business operations, process improvement, and automation professional with 8+ years of experience in telecom (Vodafone/VOIS). Skilled in analyzing workflows, supporting system testing, and delivering data-driven insights for leadership.
Hands-on experience in low-code solutions (Power Apps, Power Automate), dashboarding, and coordinating large-scale operations (200+ work types). Strong in stakeholder management, requirement understanding, and validating process improvements.
Seeking to contribute as a Business Analyst & Tester by combining domain expertise, structured thinking, and solution validation capabilities.
Overview
15
15
years of professional experience
Work History
Assistant Manager
VOIS (Vodafone Intelligent Solutions)
Ahmedabad
01.2024 - Current
- Stabilized processes by identifying and closing operational gaps in Complex Query & Postal Tracker systems
- Designed and deployed a CDEC governance tracker, providing leadership visibility on volumes, SLAs, and trends
- Built a BI Publisher dashboard for real-time tracking and decision support
- Authored SOPs and work instructions to ensure process standardization and compliance
- Coordinated inputs across 269 worktypes, ensuring structured and consistent reporting
- Created interactive QBR decks with drill-down capabilities for leadership reviews
- Owned timelines, structure, and visual quality of presentations
- Analysed large datasets and translated them into clear, actionable insights for leadership
- Delivered end-to-end data interpretation and narrative support for leadership engagements
- Recognized as a reliable partner for high-stakes deliverables under tight timelines
- Built templates, visual assets, and communication materials to improve engagement
- Used participation data to improve targeting and increase effectiveness of initiatives
- Designed and implemented an automated event registration solution using Power Apps, Power Automate, MS Forms, SharePoint
- Enabled QR-based validation system for 1000+ users
- Improved accuracy and reduced manual effort in attendance tracking
- Used analytics to optimize entry flow and staffing decisions
- Coordinated Siebel testing across ~249 worktypes, ensuring smooth system upgrades
- Supported validation of workflows and resolution of blockers
- Built a centralized knowledge repository to improve process accessibility and collaboration
Senior Executive
VOIS (Vodafone Intelligent Solutions)
Ahmedabad
10.2022 - 01.2024
- Managed omnichannel operations with focus on FCR, SLA adherence, and customer experience
- Translated complex cases into structured, actionable solutions
- Provided process feedback to improve operational efficiency and customer journeys
- Collaborated across teams for issue resolution and service improvements
Account Coordinator (RPO)
QX Global Services
05.2022 - 10.2022
- Managed end-to-end recruitment coordination including screening and stakeholder communication
- Ensured timely closures through structured tracking and escalation handling
Director
Café Business
07.2017 - 12.2020
- Managed operations, vendor relationships, and customer experience
- Handled business processes, planning, and execution
Junior Executive
Vodafone India Shared Services
05.2015 - 06.2017
- Managed escalation analysis and partner support (125–150 accounts)
- Handled high-volume requests (350–400/day)
- Performed data validation to prevent commission discrepancies
- Generated daily/monthly reports for insights
Customer Service Executive
Nishuta Technolabs
04.2011 - 04.2015
- Provided email/chat support and collaborated with internal teams to resolve issues
Education
B.Com -
Sabarmati Open University
Ahmedabad01.2023
HSC -
Gujarat Board
AhmedabadCore Skills
- Business Analysis: Requirement gathering, process mapping, stakeholder coordination
- Testing & Validation: Functional validation, regression understanding, defect identification
- Automation Tools: Power Apps, Power Automate, MS Forms
- Data & Systems: SharePoint, Oracle Siebel CRM, Oracle BI Publisher, Advanced Excel
- Process Improvement: Governance tracking, SLA monitoring, workflow optimization
- Documentation: SOPs, workflows, reporting structures
- Communication: QBR storytelling, leadership presentations, data interpretation
Certifications Recognition
Vodafone 'We Care Launch – Consumer Recovery'
Timeline
Assistant Manager
VOIS (Vodafone Intelligent Solutions)
01.2024 - Current
Senior Executive
VOIS (Vodafone Intelligent Solutions)
10.2022 - 01.2024
Account Coordinator (RPO)
QX Global Services
05.2022 - 10.2022
Director
Café Business
07.2017 - 12.2020
Junior Executive
Vodafone India Shared Services
05.2015 - 06.2017
Customer Service Executive
Nishuta Technolabs
04.2011 - 04.2015
B.Com -
Sabarmati Open University
HSC -
Gujarat Board