Kunal Sharma
New Delhi
Summary
Proactive and versatile professional with over 15 years of experience in risk analysis and business operations. Achieved a strong track record in delivering projects effectively, excelling in stakeholder management. Demonstrated superior interpersonal skills through client engagement and team collaboration, driving staff motivation to achieve excellence. Implemented quality and productivity improvement measures that significantly enhanced client satisfaction metrics.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Associate Team Lead
Kyndryl Solution Private Limited
Gurugram
09.2020 - 09.2023
- Led a team of senior customer support representatives for daily operations.
- Monitored team performance, developing action plans to meet KPIs.
- Resolved issues efficiently through close cooperation with end-users and stakeholders.
- Organized and conducted regular team meetings to review performance, set objectives, and discuss strategies for improvement.
- Managed critical incidents/issues, coordinated resolution efforts, and facilitated communication with stakeholders for post-incident reviews.
- Oversaw and ensured resolution of incidents/issues with relevant tech support teams.
- Floor Support, Process Training, Coaching, and Feedback.
- Project Handover Transition Plan – Training to new teams, supported in Virtual Assistance Chatbot development, and UAT testing. Bi-weekly meeting with all applications owners and supporting teams to ensure a smooth transition of the project.
- Provided essential onboarding and continuous training support to new employees.
- Compiled weekly and monthly performance reports for Account DPE, Client, and Application Owners.
- Produced and distributed bi-weekly/monthly Project Management Deck to senior management and clients.
- Conducted call calibrations to enhance client interactions.
Subject Matter Expert/Senior Tech Support Specialist
IBM India Private Limited
Gurugram
04.2015 - 08.2020
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships.
- Achieved set targets in alignment with SLAs.
- Managed the daily team activities and ensured the daily operations ran smoothly. Floor Support, Monitoring, Coaching, and Feedback.
- Compiled, reviewed and monitored team's daily and weekly performance.
- Handled escalations for the team and Client Interaction.
- Ensured timely closure of all processes and requirements for team.
- Worked closely with other applications tech/dev teams to resolve escalated issues/requests quickly and effectively.
Lead CRM Operations
Concentrix Daksh Services India Private Limited
Gurugram
03.2008 - 03.2015
- Supervised a team of 20 agents on an international bank's credit risk account.
- Generated comprehensive risk summaries using data from prominent credit bureaus.
- Floor Support, Monitoring, Training, Coaching, and Feedback.
- Managed the daily team activities and ensured the daily operations ran smoothly.
- Determined the training needs of new joiners, identified training gaps to enhance operational efficiency, leading to increased productivity, and helped them with 'On-Board' procedures.
- Handled escalations for the team and Client Interaction.
- Created reports and dashboards using data from multiple sources to monitor team performance.
- Led cross-functional teams to address and resolve complex customer issues promptly.
Education
Bachelor of Commerce -
Delhi University
New Delhi2005
Skills
- Cross-Functional Team Collaboration
- Customer Support
- Customer Complaint Resolution
- Critical Thinking and Problem Solving
- Employee Management
- MS Office Proficiency
- Multitasking
- Time Management
- Mentoring
- Coaching and Mentoring
- Client communication
- Work Planning and Prioritization
- Teamwork and Collaboration
Certification
- ITIL® Foundation Certificate in IT Service Management
- Agile "SWIFT" Projects Workshop
- Manager Readiness Assessment (MD002 Digital)
- Feedback and Coaching
- Advance Excel Training
Accomplishments
- Awarded the Kyndryl India "Power of Wins" Award - 1H 2022.
- Awarded the ‘Super Talented Achiever – STAR’ 14 times for being top performer.
- Awarded as the ‘Quality Champ for Zero Defects (External & Internal)’ for 3 years in a row.
- Awarded the ‘Super Talented Achiever – Top Gun’ in June & July 2008.
- Received appreciations from the Client for zero defects for consecutive 10 quarters.
- Promoted from the Executive-Operations to Senior Executive-Operations in less than 12 months.
Timeline
Associate Team Lead
Kyndryl Solution Private Limited
09.2020 - 09.2023
Subject Matter Expert/Senior Tech Support Specialist
IBM India Private Limited
04.2015 - 08.2020
Lead CRM Operations
Concentrix Daksh Services India Private Limited
03.2008 - 03.2015
Bachelor of Commerce -
Delhi University