Manoj Sharma

Dynamic and results-focused Operations Lead with 8+ years of experience in driving innovation and optimizing operations in enterprise support systems. Proven track record of improving workflow efficiency, implementing innovative customer experience solutions, and streamlining operations through data-driven analysis. Skilled in fostering collaboration across teams to deliver seamless customer experiences and achieve transformative results. Proficient in project management, process improvement, cost analysis, and vendor management. Recognized for saving $400 million in customer revenue, leading compliance initiatives, and ensuring operational continuity during the pandemic.

• Rewarded by the Director for Shopping Ideation and extension of projects across the site.
• Received GOC Constellation & Star award for managing teams and achieving desired goals.
• Pex Championship for Collaborating and leading T&S consult Quality DB(Consult Buster)

• Improved Workflow Efficiency: Spearheaded CRM enhancements resulting in a remarkable 6% boost in operational efficiency. This initiative led to a substantial 15% reduction in customer reopens, significantly enhancing the Commerce workflow.
• Innovative Customer Experience Solutions: Pioneered customer journey mapping and introduced an interactive external troubleshooter, driving a notable 4% decrease in volume. By implementing these solutions, we achieved remarkable improvements in customer satisfaction and issue resolution.
• Streamlined Operations: Introduced a groundbreaking feature that optimized Time-to-Resolve (TRT) for Commerce T&S, thereby enhancing team productivity and efficiency. This initiative not only saved valuable time but also streamlined workflows, resulting in tangible productivity gains.
• Proactive Project Management: Successfully managed and executed proactive technical projects within budget and on time. By ensuring system health and meeting stakeholder requirements, we laid the foundation for sustained operational excellence.
• Enhanced Consult Quality: Collaborated with T&S to develop a cutting-edge dashboard, improving the quality of consultations by an impressive 12%. This innovative tool facilitated faster SLAs and promoted greater client satisfaction.
• Efficiency-driven Innovations: Designed and implemented a lean-based module, resulting in a significant efficiency gain equivalent to 4 full-time employees. This initiative optimized resource utilization and maximized operational output.
• Strategic Revenue Generation: Saved a staggering $700 million in customer revenue through White Glove support for premium Commerce clients. By focusing on data quality and policy compliance, we ensured optimal revenue retention and client satisfaction.
• Regulatory Compliance Leadership: Led the implementation of a Level 1 review mechanism for the Digital Services Act, collaborating seamlessly with cross-functional teams. This initiative not only improved efficiency but also ensured strict adherence to regulatory standards.
• Operational Continuity Assurance: Successfully implemented Business Continuity Planning (BCP) work models during the pandemic, ensuring uninterrupted operational continuity. This proactive approach safeguarded business operations and mitigated potential disruptions.

• Project Management Essentials, Howard University - 2024
• Agile Leadership: Introduction to Change,University of Colorado System-2023
• Initiating and Planning Projects,University of California, Irvine-2023
• Six Sigma Green Belt,GOC-2023