Manoj Sharma
Gurgaon
Summary
Dynamic Customer Experience Manager with a proven track record at Morena Technology, leveraging CRM and data analytics to enhance client satisfaction. Skilled in strategic planning and problem-solving, I successfully led a team of 50, implementing innovative feedback systems that significantly improved service quality and operational efficiency.
Overview
15
15
years of professional experience
Work History
Customer Experience Manager
Morena Technology
Noida
07.2017 - Current
- Managed two projects with a team of 50, achieving operational excellence.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Developed customer experience strategies to enhance client satisfaction and loyalty.
- Implemented feedback systems to gather insights from customers and improve services.
- Analyzed customer journey data to identify areas for process improvement and efficiency.
- Collaborated with cross-functional teams to design user-friendly technology solutions.
- Created training materials for onboarding new staff in customer engagement techniques.
- Oversaw resolution of customer complaints, ensuring timely and effective responses.
- Developed customer experience strategies to boost client satisfaction and loyalty.
- Coordinated Pan India reservations for corporate clients, resulting in high satisfaction rates.
- Delivered timely online resolutions for inquiries across corporate and retail sectors.
- Monitored performance metrics and conducted call evaluations to enhance team effectiveness.
- Identified training needs and organized sessions to improve agent performance.
- Implemented feedback systems to gather insights and refine services.
- Collaborated with sales, marketing, product development, and IT to ensure seamless customer experiences.
- Maintained accurate records of all interactions with customers including call logs, emails, online chats.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Collaborated with cross-functional teams to develop marketing campaigns that enhance the customer experience.
- Facilitated communication between various stakeholders throughout the organization when it comes to matters related to enhancing the customer experience.
- Oversaw the implementation of CRM systems to streamline customer interactions and data management.
- Recommended policy changes to improve marketing tactics and strategies.
Team Manager
DTV India
Gurgaon
07.2016 - 06.2017
- Oversaw team of over 20 fundraising executives to achieve service excellence.
- Managed daily performance, ensuring above-average service delivery to internal and external customers.
- Monitored service and quality levels set by management to maintain operational standards.
- Directed daily operations, addressing attendance, attrition, and outages to reduce customer impact.
- Managed staff schedules to optimize resource allocation and workflow efficiency.
- Coordinated training programs to develop skills and improve team performance.
- Collaborated with cross-functional teams to meet diverse customer needs effectively.
- Implemented process improvements within business units by introducing innovative concepts.
- Tracked calibration result variances, implementing corrective measures as necessary.
- Facilitated communication between middle and senior management to enhance operational alignment.
- Facilitated team meetings to align goals and address operational challenges.
- Analyzed performance metrics to identify improvement areas in service quality.
- Communicated with upper management to relay team updates and operational needs.
- Motivated team members to consistently achieve or exceed performance expectations.
Deputy Manager – Branch Development and Strategic Unit
Aviva India
Gurgaon
10.2015 - 06.2016
- Achieved unit business goals through effective recruitment and training of Insurance Advisors.
- Collaborated with cross-functional teams to streamline workflow and communication channels.
- Analyzed market trends to inform business strategies and product offerings.
- Developed business segments in alignment with company strategy and compliance standards.
- Supported Sales Manager in reaching targets through strategic initiatives.
- Uphold brand image while ensuring adherence to internal and external regulations.
- Recruited teams of Insurance Advisors based on corporate strategy and client satisfaction needs.
- Maintained productivity levels in accordance with prescribed metrics.
- Focused on expanding various business segments per sales strategy objectives.
- Trained advisors for IRDA examination and prepared daily hiring MIS reports for senior management.
- Facilitated performance reviews and provided feedback to team members for development.
Assistant Manager – Sales Operation
Home Credit India Finance PVT. LTD.
Gurgaon
06.2013 - 07.2015
Team-Lead
Hero Management Services
Gurgaon
09.2011 - 05.2013
Service Professional – Team Lead
Intelenet
Gurgaon
10.2010 - 07.2011
Education
MCA - IT
Maharishi Dayanand University
Gurgaon06-2014
BCA - IT
Maharishi Dayanand University
Grgaonu03-2008
Passed Sr. Sec Examination (class 12th) - Science
H.B.S.E
Gurgaon03-2005
Skills
- CRM and data analytics
- Sales operations
- Cost-benefit analysis
- Problem-solving
- Telecommunications solutions
- Strategic planning
- Training and development
- Project management
- Customer experience enhancement
- Inventory management
- Point of sale management
- Client handling
- Data reporting
- Stakeholder engagement
- Incident resolution
- Cost optimization
- Risk management
- Vendor management
- Time management
- Service level agreements compliance
- Operational audits
Languages
- English
- Hindi
Personal Information
- ReferenceAvailable on Request
- Father's Name: Mr. Tara Chand Sharma
- Marital Status: Married
Timeline
Customer Experience Manager
Morena Technology
07.2017 - Current
Team Manager
DTV India
07.2016 - 06.2017
Deputy Manager – Branch Development and Strategic Unit
Aviva India
10.2015 - 06.2016
Assistant Manager – Sales Operation
Home Credit India Finance PVT. LTD.
06.2013 - 07.2015
Team-Lead
Hero Management Services
09.2011 - 05.2013
Service Professional – Team Lead
Intelenet
10.2010 - 07.2011
MCA - IT
Maharishi Dayanand University
BCA - IT
Maharishi Dayanand University
Passed Sr. Sec Examination (class 12th) - Science
H.B.S.E
Similar Profiles
Jaxson StokanJaxson Stokan
Sous Chef at John Morena / Loren MorenaSous Chef at John Morena / Loren Morena
Marcia Cristina G. VanRooyenMarcia Cristina G. VanRooyen
Coordenadora comercial at Marcia Morena BiquinisCoordenadora comercial at Marcia Morena Biquinis
PAPE AMADOU GUEYEPAPE AMADOU GUEYE
Travel booking agent at Morena travel agencyTravel booking agent at Morena travel agency
Nikhil NandaNikhil Nanda
Travel Advisor at Okugu Tech Pvt LtdTravel Advisor at Okugu Tech Pvt Ltd
Kuljit SinghKuljit Singh
Head (Director), Business Transformation & Risk Control at AIS Info SourceHead (Director), Business Transformation & Risk Control at AIS Info Source