English
Mayank Sharma
Group Leader - Operation
Gurgaon,Haryana
Summary
Group Leader Operations with extensive background in administration and Operations. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams. Determined and responsible Assistant Manager with more than 9 years of success boosting efficiency and streamlining procedures. Focused on smoothly overseeing financial, personnel and operational facets. Effectively balance targets with resources and optimize long-term success. Carrying experience of different processes as Technical support, Food line, Ride Hailing, Banking, Content Moderation.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Group Leader
Majorel Ind Pvt Ltd
Gurgaon , Haryana
2021.05 - Current
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Managed team of 100 (Including 5 TLs) professionals.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Supervised operations team to support operational excellence and excellent customer service.
- Prepared, calibrated and monitored production machinery to maintain optimal production levels and consistently achieve daily targets.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Reorganized and enhanced employee training to close knowledge gaps and boost group performance.
Assistant Manager - Operations
Teleperformance CRM Services
Gurgaon , Haryana
2020.11 - 2021.05
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Managed team of 90 (Including 6 TLs) professionals.
- Identified inefficiencies and made recommendations for process improvements.
- Mentored, coached and trained 30 team members at time.
- Lead attrition on process level by having HR in loop to reduce it to given target.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
Team Leader
TaskUs
Indore , Madhya Pradesh
2019.12 - 2020.11
- Responsible for overseeing day-to-day operations of team, distributing workload evenly among staff and making sure motivation and performance levels are maintained.
- Establishing team and staff targets as reflection of company's objectives.
- Implementing new initiatives and making sure all staff understand them to see improvement in current performance.
- Giving prompt and accurate information on individual staff member performance.
- Ensuring clean, safe and friendly working environment for all team members.
- Allocating jobs and workloads to individual staff members based on their ability.
Assistant Manager
Concentrix Daksh Services
Gurgaon , Haryana
2015.10 - 2019.11
- Served as mentor to junior team members.
- Managed team of 60 of professionals.
- Identified inefficiencies and made recommendations for process improvements.
- Mentored, coached and trained 30 team members at time.
- Lead Compliance project for Process level initiative and showed huge improvement.
- Earned Process Premier League Award for being best team sustaining or exceeding target for 3 months in row.
Technical Support Associate
TSA, Minacs India PVT. LTD
Bangalore , Karnataka
2014.06 - 2015.10
- Team mentor’s in tried and true guest service methods, providing feedback and encouragement so that they could reach their highest sales potential.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Formulated arK1 enforced Service Centre policies, procedures and quality assurance measures.
- Trained staff on how to improve customer interactions.
- Assisted with development of call operations, quality and training processes.
- Kept manager informed or milestone updates and provided detailed project report every week.
- Oversaw bug reports, ensuring they were resolved within adequate time frame.
- Identified process boundaries are determined opportunities to automate process and functions.
Customer Care Executive
CCE, Allsec India PVT. LTD
Bangalore , Karnataka
2013.05 - 2014.06
- Addressed customer service inquiries in timely and accurate fashion.
- Built customer loyalty by placing follow-up calls for customers who reported issues.
Education
Bachelor of Science - Information Technology
Kuvempu University
Bangalore 2013.07 - 2017.11
GNIIT - Software Engineering
NIIT
Bhopal, MP 2011.05 - 2013.01
High School Diploma -
D.G.H.S. School
Niwari 2008.07 - 2009.06
Skills
Strong problem solving abilityundefined
Languages
Hindi
Certification
A+ Hardware and Networking
Interests
Playing Cricket
Reading Books
Travelling
Declaration
Name: Mayank Sharma
Date :
Timeline
Group Leader
Majorel Ind Pvt Ltd
2021.05 - Current
Assistant Manager - Operations
Teleperformance CRM Services
2020.11 - 2021.05
Team Leader
TaskUs
2019.12 - 2020.11
Assistant Manager
Concentrix Daksh Services
2015.10 - 2019.11
Technical Support Associate
TSA, Minacs India PVT. LTD
2014.06 - 2015.10
Bachelor of Science - Information Technology
Kuvempu University
2013.07 - 2017.11
Customer Care Executive
CCE, Allsec India PVT. LTD
2013.05 - 2014.06
Info edge
2012-06
GNIIT - Software Engineering
NIIT
2011.05 - 2013.01
A+ Hardware and Networking
2011-05
High School Diploma -
D.G.H.S. School
2008.07 - 2009.06