Nikhil Sharma

• Implemented ticket tracking system (Freshdesk,Freshchat,Exotel) and worked with team to create customized system for improved tracking and logging of work issues.
• Devised processes to boost long-term business success and increase profit levels.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Spearheaded department training for appraisals of new components.
• Reviewed shift reports to understand current numbers and trends.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
• Advanced productivity KPIs by leading trainings on procedures and safety practices.
• Delegated daily tasks to employees, streamlining daily progress and efficiency.
• Trained and guided team members to maintain high productivity and performance metrics.
• Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
• Provided exceptional customer service to customers, increasing customer loyalty 36%.
• Managed 21 team members across 2 departments.
• Monitored over 21 employees' day-to-day activities and made plans to rectify issues.

• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationship and trust with customer through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Worked flexible hours across night, weekend and holiday shifts.

• Managing back end operations.
• Managing vendors for interiors.
• Handling team of 7-8 members.
• Managing two of the vertical - Residential & Commercial operations for Indore & Commercial operations for MP, Chhattisgarh region.
• For operations of MP & Chhattisgarh – This includes figuring property as per client needs.
• Scanning through database available on online portal and figuring the required information for clients Ensuring proposals are shared to clients for the proposed or prospective property.
• Keeping track of sales team activity on a daily basis.
• Developing 1st & 2nd line manager.
• Ensuring back end team coordinates with sales team on regular for update of field activity.
• Managing the legal part of sales closure (Agreement coordination with sales team) Generating month end report - Revenue generated by each sales member, Pending collection report & Sales lead referral generated by each sales member and back end activity report.

● Ensuring required information is floated to the client management team prior to the start of client
activity.
● Ensuring that process is made & implemented across all the cities and are followed.
● Developing 1st line manager or city manager to ensure Inventory operations are run smoothly.
● Publishing weekly reports on client management activity.
● Publishing weekly reports on field associate operations.
● Publishing weekly reports on inventory related activities

● Managing Pan India operations for Stock inventory management(IT Assets).
● Ensuring optimum level of stock at each city.
● Managing end to end procurement for each city.
● Developing vendors across city levels.
● Managing different vendors for device accessories & procuring new broadband connections
● Coordinating with the finance team for processing the payments

• ● To manage the different client base across North Bangalore
  ● To ensure the query & escalation raised by clients are addressed on time.
  ● Query reported on online platforms like freshdesk - are adhered on time through reply using freshdesk
  or giving a call back to clients.
  ● Ensuring the TAT for queries on freshdesk are within the timeline.
  ● Generating MIS reports from freshdesk. And the same is circulated to all team members. With the help
  of this report areas were identified for progress & corrections.
  ● To ensure clients are engaged on a regular basis either through one on one meetings or via other media
  activity.
  ● To ensure the client takes the maximum benefit of the product.
  ● To ensure the maximum number of users with the community.
  

• Managing product operations of Lab & diagnostic, Nursing Attendant & Knr.
• To actually develop Strategy and to implement the same strategy on Pan India level.
• To conduct pilot projects on different products and analyze performance for the same.
• To analyze the operation of products on Pan India level.
• To keep a check on revenue generated day-wise, week-wise & month –wise.