Khushbu Sharma
Operations Manager
Mumbai
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
6
6
Languages
Work History
Manager 1
Amazon development center
Mumbai
11.2021 - Current
- Responsible for providing timely and efficient service to our SPS by optimizing the productivity of team that results in a perfect SPS Interaction
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Maintained professional, organized, and safe environment for employees and patrons
- Assisted in organizing and overseeing assignments to drive operational excellence
- Additional activities involve interviewing, training, performance management and employee engagement.
Assistant Manager
Aditya Birla Health Insurance
Mumbai
02.2020 - 11.2021
- Involved in the creation of new process related content to facilitate increase in productivity in the target skill set. Edit/Create new modules to core with the ever-increasing demands of the various departments
- Controlled quality of the reports made by each and every team member and ensuring compliance with audit requirement.
- Developed the training manuals in a simplistic and detailed manner for better understanding of one & all
- Responsible for cross functional management of all quality assurance and client experience improvement initiatives
- Manage team workload distribution and structure to ensure consistent good performance
- Provide feedback on employee and/or team performance to the supervisor and/or manager
- Demonstrate deep understanding of bushiness goals, identify performance gaps, and recommend efficient solution provide structure to a high performing quality team to accomplish service quality objective
- Support operational leadership by identifying and communicating performance opportunities, reporting metrics, supplying status, and addressing quality issue with action plans
- Training and certification of New joinee
Senior Quality Analyst
Coverfox Insurance Broking Pvt Ltd
Mumbai
07.2018 - 02.2021
- Responsible for conducting Quality Assurance reviews of the Investment portion
- Perform quality assurance reviews of employees within IRDAI Guidelines, Compliance to verify the adequacy and effectiveness of those functions
- Develop and report on key performance indicators to Compliance Management
- Based upon results of quality assurance reviews, advises management on process adjustments and provide recommended corrective actions plans such as process enhancements or training
- Evaluate audit findings and implement appropriate corrective actions
- Operate as a key contributor to the team to set standard work, audit standard work, and improve standard work while problem solving and tracking
- Consistently and effectively implement the Performance
- Management Process as a leadership tool to help employee maximize their performance
- Responsible for day to day functioning/administrative work including production
- floor management
- Perform other duties as assigned by manager
Senior Quality Analyst
Tata Consultancy Services
Mumbai
10.2017 - 07.2018
- Developed training materials/SOP’s, participated in training classes for the function
- Monitored agents and completed statistical agent and departmental reporting
- Provided accurate, consistent and constructive performance feedback to agents and management team
- Ensured quality of agent performance, company standards and procedures met
- Administered the company privacy policy regarding data
- Ensuring daily monitor targets are achieved with accuracy
Training and Quality Executive
Pepperfry (Trend Sutra platform services private limited)
Mumbai
03.2015 - 05.2017
- Specialized in handling the Social and Media escalation
- Interpret and implement quality assurance standards
- Plan, conduct and monitor testing and inspection of materials and products to warrant finished product quality
- Identify training needs and organize training interventions to meet quality standards
- Document internal audits and other quality assurance activities
Insurance Executive
Capita India Pvt. Ltd.
Mumbai
04.2013 - 10.2014
- Providing excellent customer service in line with Capita culture and values
- Providing customers with advice on their investment in pension policies
- Estimating future volumes and creating action plan
- Providing projections values of pensions and helping the clients with their claims
- Deal with number crunching difficulties within the process
- Handling customer service operations for Prudential Life and Pension section of Capita
- Handling all back-office operations for Prudential Life and Pension policies
Education
S.S.C -
Navbharat Nutan Vidyalaya, Mulund, Mumbai (Mahara
Mumbai 06.2004 - 04.2005
H.S.C - Commerce
S.K Somaiya College of Arts &commerce
S.K Somaiya College Of Arts &commerce 06.2006 - 04.2007
Bachelor of Commerce - Commerce
K.J Somaiya College of Arts & Commerce
Mumbai 06.2009 - 04.2010
Skills
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Accomplishments
- Approached for non-formal approach towards complaints on Social media and its effective implementation
- Drawing out a Process Map for one of the vital teams of the company - OOCEO
- Extensive research and recognition for the need and importance of different escalations channels
- resulting successful elimination of Mouthshut.com. Saving 12 Lakh per annum for company
- Designed the Evaluation form by the structure guidelines for Inbound, Outbound and Email process
- Performer of the Quarter April - June 2019
- Integral part of the automation team project IVR bot, Speech to text analysis, Key word analysis
- Developing chat based Knowledge portal for ease of understanding process for all vertical of industry mainly contact center
Hobbies
I always enjoyed reading novels which is my major hobby. I’m an enthusiastic reader, and I try to read at least one fiction novel every month. I also love travelling, and I try to make 1 solo trip every year. Listening to music and going for walks keeps my mind at peace
Timeline
Manager 1
Amazon development center
11.2021 - Current
Assistant Manager
Aditya Birla Health Insurance
02.2020 - 11.2021
Senior Quality Analyst
Coverfox Insurance Broking Pvt Ltd
07.2018 - 02.2021
Senior Quality Analyst
Tata Consultancy Services
10.2017 - 07.2018
Training and Quality Executive
Pepperfry (Trend Sutra platform services private limited)
03.2015 - 05.2017
Insurance Executive
Capita India Pvt. Ltd.
04.2013 - 10.2014
Bachelor of Commerce - Commerce
K.J Somaiya College of Arts & Commerce
06.2009 - 04.2010
H.S.C - Commerce
S.K Somaiya College of Arts &commerce
06.2006 - 04.2007
S.S.C -
Navbharat Nutan Vidyalaya, Mulund, Mumbai (Mahara
06.2004 - 04.2005
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