Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Kuldeep Sharma

New Delhi

Summary

Dynamic professional with extensive experience at Wipro Limited in service delivery management and team performance optimization. Expertise in training and development, leading to improved customer satisfaction through effective conflict resolution and strategic planning. Recognized for enhancing service quality and building strong client relationships in high-pressure environments.

Overview

11
11
years of professional experience
7
7
Certification

Work History

Assistant Manager (Service Delivery)

Wipro Limited
Kolkata
12.2018 - Current
  • Managed service delivery expectations.
  • Coordinated activities between departments to ensure smooth service delivery process.
  • Monitored team performance, identified areas for improvement, and provided feedback and coaching.
  • Analyzed customer feedback surveys results to identify opportunities for improvement.
  • Participated in strategic planning initiatives related to improving overall service quality levels.
  • Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
  • Resolved escalated issues in a timely manner while maintaining customer satisfaction levels.
  • Ensured compliance with relevant policies and procedures related to service delivery.
  • Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential.

Subject Matter Expert

Wipro Limited
New Delhi
11.2014 - 11.2018
  • Led corporate-wide initiatives to help guide enterprise and business-level goals.
  • Designed and prepared technical reports, studies, and related documentation.
  • Documented client progress through case notes and documentation.
  • Provided customer services, such as Service Delivery, Service Assurance, and troubleshooting.
  • Performed network administration duties by creating network user accounts, permissions, resetting passwords, and administering group policies.
  • Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
  • Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
  • Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
  • Mentored junior staff members on best practices related to product design and implementation strategies.

Education

B.C.A - Computer

Vinayak Mission University, IGNOU
Delhi
05.2016

Intermediate - PCM

L.N Public School
Hapur
07.2009

High School Diploma -

R.S.M Inter College
Simbhaoli
07.2007

Skills

  • Training and development
  • Verbal and written communication
  • Mathematical proficiency
  • Accountability and responsibility
  • Flexibility and adaptability
  • Planning and coordination
  • Conflict resolution
  • Service delivery management
  • Team performance monitoring
  • Customer feedback analysis
  • Regulatory compliance
  • Project management
  • Customer relationship management
  • Client relationship management
  • Client needs assessment
  • Quality monitoring

Accomplishments

  • Resolved product issues through consumer testing
  • Documented and resolved high-risk critical escalated issues multiple times, which led to appreciation from the business director
  • Collaborated with a team of 10 people in the development of the LifeCycle activity, which leads to a successful transaction
  • Documented and resolved critical loopholes under process, which led to a smoother environment and work culture for employees
  • Supervised a team of 15 staff members

Certification

Lean data reduction

Data privacy awareness

CPR: Cycle time reduction

Certification of 5G, 4G, LTE, 3G, and 2G mobile cellular networks

CCNA 200-301

CPNI Foundation

5G: The next evolution in wireless

Timeline

Assistant Manager (Service Delivery)

Wipro Limited
12.2018 - Current

Subject Matter Expert

Wipro Limited
11.2014 - 11.2018

B.C.A - Computer

Vinayak Mission University, IGNOU

Intermediate - PCM

L.N Public School

High School Diploma -

R.S.M Inter College

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Kuldeep Sharma