Genesys
NAYANA SHARMA
Gurugram
Summary
Accomplished management professional adept at building high-performing teams. Proven ability to drive cross-functional collaboration and implement innovative solutions to complex business challenges. Committed to delivering results that exceed expectations while maintaining a focus on continuous improvement and sustainable growth.
Overview
8
8
years of professional experience
Work History
Senior Manager
Airtel
Gurugram
05.2024 - Current
- Implemented an AI-based tracking system to monitor staff performance, boosting efficiency by 30%.
- Led a department of 10 trainers, promoting collaboration and inspiring a 15% increase in team performance.
- Developed competency metrics, aligning them with business objectives, resulting in a 20% improvement in productivity.
- Introduced innovative techniques, such as gamified learning, augmenting staff engagement by 35%.
- Developed and tracked key learning metrics, aligning them with operational KPIs, resulting in a 25% increase in cross-departmental collaboration.
Manager - Training and Quality
Concentrix
Gurugram
02.2022 - 05.2024
- Successfully executed knowledge gap analysis, leading to identification and addressing of major learning needs.
- Leveraged new technologies to deliver interactive and engaging training programs, experiencing a 15% better participant response.
- Formulated a five-year training roadmap that aligns with business growth projection.
- Established a new feedback system enabling real-time modifications to training programs.
- Ensured regulatory compliance of all training activities, thereby improving audit scores by 20%.
- Created dashboard of KPIs driving performance, reducing reporting by 20%.
- Drove Process Excellence initiatives, resulting in a 15% improvement in quality.
- Enhance and develop audit protocols, and train audit team for quality assurance purposes.
- Establish, maintain, and deliver a new training curriculum for new hires and existing employees across the revenue cycle.
- Conduct quality assurance reviews of records, make recommendations, and support those recommendations with authoritative guidance.
- Manage a team of Revenue Cycle Process Operations Excellence Specialists and Revenue Cycle Trainers.
- Supervise and review the work of the Revenue Cycle Process Operations Excellence Specialists and Revenue Cycle Trainers.
- Maintain a policies & procedures strategy and plan for the organization, and develop content
Trainer
Teleperformance
Gurugram
12.2020 - 02.2022
- Collaborate with the sales team and divisional personnel to complete a formal and informal training needs analysis, determine training objectives, course design, and ensure proper topics and collateral are used during training.
- Be a subject matter expert on courses and products.
- Coordinate equipment and materials for training to ensure each training center has the necessary equipment, filler metals, coupons, shielding gas, and safety equipment in place for each training course.
- Assess training effectiveness to ensure incorporation of taught skills and techniques into employee work practices.
- Partner with other functions to assess and identify training gaps (strengths and weaknesses) and develop a training plan to meet the needs of our business partners.
- Partner with other Process Trainers to maintain current classroom materials and teaching aids, to keep courses up to date with current processes and products.
- Participate in objective setting, plan development, and performance review of plant performance.
- Ensure that process operators are adequately trained, equipped, and motivated so that total manufacturing objectives can be accomplished in a safe, timely, and cost-effective manner.
Senior Associate
WNS Global Services
Gurugram
08.2019 - 08.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Developed and implemented strategies for increasing customer satisfaction.
Senior Customer Service Executive
Zap India Technology
Bangalore
10.2016 - 07.2019
- Provided high-level customer service to resolve escalated customer inquiries.
- Assisted customers with complex technical issues, troubleshooting and resolving them in a timely manner.
- Monitored incoming support requests from customers via phone, email and other channels.
- Trained new customer service representatives on product knowledge and customer service techniques.
- Developed detailed documentation for processes and procedures related to customer support operations.
- Maintained up-to-date records of all interactions with customers in the company's CRM system.
- Worked closely with other departments such as sales, marketing and engineering to ensure effective communication between teams and customers.
- Created reports on key performance indicators related to customer satisfaction levels.
Education
Diploma in Computer Science And Engineering - Computer Science
Vasavi Jnnana Peeta Polytechnic
Bangalore, Karnataka 05-2015
Skills
- Program development
- Risk management
- Quality control
- Process improvement
- Stakeholder management
- Lean Six Sigma
- Jira
- MS Excel
- Customer Relationship Management (CRM) software
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceCompany CultureFlexible work hoursPersonal development programsCareer advancementQuote
Since the initial publication of the chart of the electromagnetic spectrum, humans have learned that what they can touch, smell, see, and hear is less than one-millionth of reality.
R. Buckminster Fuller
Software
Sales force
Microsoft dynamics
Languages
Kannada
Native language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Accomplishments
- Enhanced Training Effectiveness and Employee Retention: Designed an interactive training program that reduced new hire onboarding time by 35% and increased employee retention by 20% in the first year. This initiative streamlined learning paths and incorporated practical exercises, improving knowledge retention and employee engagement.
- Built a Scalable Leadership Development Program: Developed and implemented a leadership training program for emerging managers, which resulted in a 50% internal promotion rate and improved management effectiveness scores by 30%. This program included mentorship, hands-on workshops, and real-world case studies, preparing participants for expanded responsibilities and supporting company growth.
- Successfully Led Large-Scale Transition Project: Managed the seamless transition of a key business process to a new operating model, impacting over 180 employees across multiple departments. Achieved a 100% on-time transition with no disruption to service delivery, reducing operational costs by 20% and increasing efficiency by implementing standardized workflows, training programs, and support systems.
Interests
Books
Timeline
Senior Manager
Airtel
05.2024 - Current
Manager - Training and Quality
Concentrix
02.2022 - 05.2024
Trainer
Teleperformance
12.2020 - 02.2022
Senior Associate
WNS Global Services
08.2019 - 08.2020
Senior Customer Service Executive
Zap India Technology
10.2016 - 07.2019
Diploma in Computer Science And Engineering - Computer Science
Vasavi Jnnana Peeta Polytechnic
Similar Profiles
Ashish JoshiAshish Joshi
Senior Software Engineer at AirtelSenior Software Engineer at Airtel
Kamna UpadhyayKamna Upadhyay
Customer Relationship Officer at AirtelCustomer Relationship Officer at Airtel
Yati GargYati Garg
Senior Marketing Manager at AirtelSenior Marketing Manager at Airtel