Neel Kant Sharma
Chandigarh
Summary
Results-driven Assistant Manager – Operations with 10 years of experience in IT operations and client management. Led teams of over 50, enhancing operational efficiency and ensuring compliance. Expertise in project management, performance analytics, and continuous process improvement, contributing to productivity gains and effective budget management.
Overview
13
13
years of professional experience
Work History
Assistant Manager – Operations
Priority IDC Pvt. Ltd.
Chandigarh
11.2019 - Current
- Client & Project Management
- Lead end-to-end new process transitions, including documentation, SOP creation, and client sign-offs.
- Conduct regular client reviews to share productivity, quality metrics, and improvement plans.
- Successfully manage multiple concurrent projects while meeting SLA and compliance requirements.
- Team Leadership & Workforce Management
- Manage and mentor a 50+ member multi-project team, driving accountability and engagement.
- Set and track SMART goals, conduct performance reviews, and implement recognition programs.
- Foster a transparent, high-performance culture through regular check-ins and feedback sessions.
- Performance Monitoring & Reporting
- Track daily productivity, AHT, quality scores, and audit results.
- Prepare and present monthly productivity, capacity utilization, and audit reports to senior leadership and stakeholders.
- Deliver data-driven insights during Monthly All-Hands and stakeholder reviews.
- Operational & Financial Oversight
- Prepare monthly invoices and ensure accurate productivity reporting.
- Optimize resource allocation to improve utilization and reduce operational gaps.
- Ensure compliance with internal policies, client guidelines, and regulatory standards.
- Training & Continuous Improvement
- Identify training needs and conduct structured training programs for new hires and existing staff.
- Lead audits, analyze findings, and implement corrective actions for sustained quality improvement.
- Recommend and implement process enhancements to improve efficiency and turnaround times.
- Managed daily operations to enhance team productivity and efficiency.
- Developed and implemented standard operating procedures for improved workflow.
- Collaborated with other departments to ensure timely completion of projects.
- Provided guidance and training to team members in order to improve their skillset.
- Conducted performance reviews for staff members on a regular basis.
- Implemented policies and procedures to enhance operational efficiencies and streamline workflows.
- Resolved customer complaints promptly by providing appropriate solutions.
- Developed strategies for process improvements that targeted cost reduction and enhanced customer satisfaction.
- Assisted with interviewing and hiring of employee team members with appropriate skills.
Senior Technical Support Executive
Creative Peppers
Chandigarh
04.2014 - 08.2018
- Diagnosed and resolved malware, ransomware, and system security threats to enhance system integrity.
- Delivered advanced technical support for hardware, software, and network issues.
- Translated complex technical issues into clear, user-friendly solutions.
- Managed high call volumes while ensuring quality standards and customer satisfaction were met.
- Created documentation and reports to identify trends and streamline service delivery.
Technical Support Executive
Kindlebit Solutions Pvt. Ltd.
Chandigarh
11.2012 - 11.2013
- Delivered end-user support through phone and in-person troubleshooting, resolving issues to enhance user experience.
- Managed user accounts and access permissions, streamlining password resolution for improved security and access.
- Installed, configured, and maintained systems, networks, and applications.
- Assessed new technologies and facilitated system upgrades, ensuring alignment with organizational needs.
Education
B.Tech - Electronics & Communication Engineering
Punjab Technical University
Jalandhar12.2012
Diploma - Art & Craft
H.P. Takniki Shiksha Board
Dharamshala04-2006
MBA - Finance & IT
Lovely Professional University
Jalandhar12th - Science (non-medical)
HPSEB
Dharamshala10th - Matriculation
HPSEB
DharamshalaSkills
- Operations and people management
- Client management
- Process documentation
- Project transition
- Performance monitoring
- Team leadership
- Process improvement
- Compliance adherence
- Performance tracking
- New employee hiring
- Performance evaluation
- Customer retention
- Client relationship management
- SOP development and process transitions
- Performance metrics and reporting
- Capacity planning and resource utilization
- Training and mentoring
- Quality control and compliance auditing
- Conflict resolution and stakeholder communication
- Project management
Accomplishments
6 months Training in Tata Teleservice Limited, Shimla, Himachal Pradesh, India
Training Accomplishments
- 6-Month Industrial Training – Tata Teleservice Ltd., Shimla, Himachal Pradesh, India
- Consistently recognized for operational excellence, audit performance, and client satisfaction
Languages
- Hindi
- Punjabi
- English
- Hindi
- Punjabi
Technology Tools
- JIRA Service Desk
- Confluence
- Salesforce
- G-Suite
- ATLAS
- Debt Manager
- Debtonator
- Debt Tracker
- CRM & Workflow Tools
- MS Excel & Reporting Dashboards
Personal Information
Hobbies: Playing Cricket, Listening to Music
Timeline
Assistant Manager – Operations
Priority IDC Pvt. Ltd.
11.2019 - Current
Senior Technical Support Executive
Creative Peppers
04.2014 - 08.2018
Technical Support Executive
Kindlebit Solutions Pvt. Ltd.
11.2012 - 11.2013
B.Tech - Electronics & Communication Engineering
Punjab Technical University
Diploma - Art & Craft
H.P. Takniki Shiksha Board
MBA - Finance & IT
Lovely Professional University
12th - Science (non-medical)
HPSEB
10th - Matriculation
HPSEB