KARTIKAY SHARMA
Senior Manager, Partner Operations
Delhi,Delhi
Summary
Senior Manager, Customer Experience, Adobe Enterprise Business
A purposeful professional offering over 12 years of global experience in Technical Contact Centre Operations, People Management, Technical Support operations
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Senior Manager, Global Vendor Operations
Adobe Systems
08.2021 - Current
- Monitored and controlled quarterly budget spend across sites to avoid overspend
- Managed large-scale projects targeting key KPI's and introduced new systems, tools, and processes to achieve challenging objectives
- Steered organizational transformation and implementation Chat automation and engagement tool (CRM/Live Chat) focusing on substantial improvement in customer experience
- Liaised with business leaders to implementing Adobe's Culture & Core values across partner sites to improve accountability & ownership
Manager, Global Vendor Operations
Adobe Systems
08.2020 - 07.2021
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Create architecture to develop and sustain new teams across different vendor teams without any impact on the business by collaborating between global & regional teams across Adobe
- Work with WFM & Operations team to review and plan for capacity and other resourcing requirements to maintain and improve the business effectively and efficiently
Manager, Enterprise Operations
Adobe Systems
05.2016 - 08.2020
- As a Process Manager, approach was to effectively improve the Customer Satisfaction rating by providing First Call resolution to different Technical queries raised by Enterprise Clients
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Assistant Manager, Enterprise Operations
Adobe Systems
04.2015 - 05.2016
- Hire the right resource keeping the business requirements in perspective so as to help provide optimum operational and technical support for customers
- Create a guidelines post analyzing different technical issues using excel reporting and queries to help improve the business and follow through to resolution as well
Technical Consultant, Creative Cloud
Adobe Systems
01.2012 - 05.2015
- Resolving Technical and client support issues for installation of Creative Cloud Troubleshooting critical issues and errors with the existing implementation Scrubbing data for identifying outbound performance for assigned tickets Creating standard solutions and engaging on Adobe Forums for solving standard issues
Technical Support Associate
Dell International Services Ltd
01.2010 - 01.2012
- Provide telephonic support to SMB Clients of Dell Computers
- Esponsible for handling and closing daily targets related to technical issues and upselling of Dell products
- Emained as a Top Performers continously for 3 Quarters
Education
ADVANCED PROGRAM iN LEADERSHIP FOR BUSINESS EXCELL
IIM Lucknow
03.2019 - 09.2019
PGDM - International Business
IMT
03.2012 - 04.2014
B.Sc (hons) - Computer Systems Engineering
Bucks New University
09.2005 - 09.2008
Skills
Team Management
Vendor Management
Project Management
Quality Assurance
Vendor Contract Creation
SOP Creation
Customer Service
Team Building & Leadership
Timeline
Senior Manager, Global Vendor Operations
Adobe Systems
08.2021 - Current
Manager, Global Vendor Operations
Adobe Systems
08.2020 - 07.2021
ADVANCED PROGRAM iN LEADERSHIP FOR BUSINESS EXCELL
IIM Lucknow
03.2019 - 09.2019
Manager, Enterprise Operations
Adobe Systems
05.2016 - 08.2020
Assistant Manager, Enterprise Operations
Adobe Systems
04.2015 - 05.2016
PGDM - International Business
IMT
03.2012 - 04.2014
Technical Consultant, Creative Cloud
Adobe Systems
01.2012 - 05.2015
Technical Support Associate
Dell International Services Ltd
01.2010 - 01.2012
B.Sc (hons) - Computer Systems Engineering
Bucks New University
09.2005 - 09.2008