Summary
Overview
Work History
Education
Skills
Certification
Timeline
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NISHAD SHARMA

Assistant Manager
Sundernagar

Summary

  • Supervised a team of 35 professionals delivering customer support via chat, emails and over the phone.
  • Proficient in maintaining AHT, SLA, Shrinkage and Individual/Team Targets.
  • Brief experience in Facebook Chat process Transition to India. Efficient in Achieving Team Targets, quality and customer service scores (NPS).
  • Specialized in delivering: Customer delight, first call(contact) resolutions and rapport building.
  • Brought Repeat Contact (Same Query Contact) down by 25%
  • Annual attrition in all three Teams went down to 10% from 18%
  • Quality Score of 97% was achieved after taking over the team at 85.5% quality

Overview

8
8
years of professional experience
4
4
Certifications

Work History

Operations Manager (Voice & Chat Process)

RE - Energy/31 North (Dominos & Papa John's USA)
6 2021 - 3 2024
  • Improve operational management systems, processes, and best practices to enhance efficiency and effectiveness
  • Manage organization's operational budgets, ensuring efficient utilization of resources, decreasing cost to company by 12%
  • Manage and supervise workforce, including task allocation, setting deadlines, and monitoring performance, resulting in increase of productivity by 30%
  • Formulate strategic and operational objectives aligned with organizational goals
  • Analyze financial data to identify opportunities for improving profitability
  • Lastly, perform quality controls and monitor production Key Performance Indicators (KPIs) to ensure consistent, high-quality output.

Professional 2 (Asst. Manager)

DXC Technology
08.2016 - 04.2021
  • Ensured excellent domain knowledge for each line of business & application used by Operations Team
  • Ensured more quality audits are conducted within the defined time which decreased Fatal errors by 7%
  • Conducted regular analysis of quality figures, trend spotting & training requirements
  • Assisted the teams in new process transition management and provided implementation support
  • Organized meetings with the respective business stakeholders for discussing the team performance resulting in 15% FTE increase
  • Prepared & implemented process updates and ensuring the same are merged into the main process manual
  • Recommended best practices in the team by delivering newer ideas to improve the process, reduce cycle time and enhance quality.

Soft Skills Trainer/Process Trainer (Voice/Chat)

EXL
11.2012 - 06.2016
  • New Hire Training
  • Learning & Development
  • Language Training
  • Language assessment for new hires
  • Soft skills & behavioral training
  • Content Development
  • TNI based Coaching Plan - Language and Process
  • Preparing modules and training content
  • Modules on: Effective Communication/Customer Service/Service Excellence/Customer centricity
  • Training Room Allocation
  • Content Management
  • Conducting TTT (Train the Trainer) on content and module prepared for Language Trainings
  • Managing Mass trainings on accent and communication excellence
  • Auditing for Communication and Language TNI
  • Training Need Identification and Analysis for operations.

Education

Bachelor of Arts -

Vallabh Govt. College
Mandi, H.P.
04.2001 -

12th

Model Senior Secondary School
Mandi, H.P.

10th

D.A.V
Mandi, H.P.

Skills

  • Process Improvement
  • Customer Service
  • Chat/ Voice / Non-Voice
  • Implementation Support
  • Operation Management
  • SLA/ AHT/ Target Management
  • Problem Solving
  • Training Experience
  • Reliability
  • MS Office Suite
  • Zendesk/ LimeChat/ FreshWorks/ SalesForce/ Customer360

Certification

CEF CERTIFIED (COMMON EUROPEAN FRAMEWORK - BRITISH COUNCIL)

Timeline

Professional 2 (Asst. Manager)

DXC Technology
08.2016 - 04.2021

Soft Skills Trainer/Process Trainer (Voice/Chat)

EXL
11.2012 - 06.2016

Bachelor of Arts -

Vallabh Govt. College
04.2001 -

Operations Manager (Voice & Chat Process)

RE - Energy/31 North (Dominos & Papa John's USA)
6 2021 - 3 2024

12th

Model Senior Secondary School

10th

D.A.V

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NISHAD SHARMAAssistant Manager