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
CEF CERTIFIED (COMMON EUROPEAN FRAMEWORK - BRITISH COUNCIL)
Designation: Language Trainer (Training and development)
TTT Certified
Impactful Presentation Certification
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