Pavan Kumar Sharma
1357/8, Upper Ground Floor, Govindpuri , New Delhi
Summary
Computer-savvy and willing to learn to handle diverse office needs. Excels under pressure and flexes easily with changing demands. Dedicated knowledge about best practices in the field, especially effective leadership strategies to motivate employee performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions.
Detailed understanding of organizational and regulatory expectations to drive performance. Multi-talented with years of experience bringing a background in financial administration, business development, and operations leadership. Skilled at stepping into different areas with a flexible and resourceful approach.
Visionary project and program leader with exceptional problem-solving skills. A highly-motivated employee with a desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
34
34
years of professional experience
Work History
Process Advisor
barclays Global Service Centre Private Limited
Noida
04.2006 - Current
- Verified documents and analyzed data in response to queries regarding client applications.
- Trained staff members to implement and maintain approved and established process improvements in assigned functional areas.
- Communicated with management, Team Members, and customers to understand process improvement areas and collaborate on solutions.
- Supported special projects upon request from Manager.
- Developed process upgrades to improve Customer Service Experience.
- Advised and assisted specific staff members to support understanding of changes and implementation of streamlined processes.
- Developed and maintained process documentation providing enterprise-level analysis and operational insights.
- I was on calling profile from 06th April 2006 to 25th March 2020. However, due to Pandemic we were asked to work for Non voice, Chat & Email processes as per business requirement.
Senior Technical Associate
Mphasis an EDS company
Pune
04.2008 - 03.2009
- Addressed technical support inquiries by resolving open service tickets and requests.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Served as the first point of contact for incoming technical service calls and emails.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
Customer Service Associate
Sitel India
Hyderabad
02.2006 - 11.2007
- Consulted with customers regarding needs and addressed concerns.
- Followed policies and procedures to meet or exceed established performance requirements.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Improved customer service wait times to mitigate complaints.
- Performed needs analysis and presented options based on findings to help customers make decisions.
Sales Manager
Max Life Insurance Limited
Hyderabad
04.2005 - 11.2005
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Tracked monthly sales to generate reports for business development planning.
- Performed sales consultations and educated clients on products and services.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Developed successful strategies and goals to penetrate new territories by assessing competitor offerings and approaches.
Sales & Marketing Manager
AS Technology Limited
Hyderabad
08.1999 - 03.2005
- Engaged customers in friendly, professional dialogue to determine needs.
- Helped customers find specific products, answered questions, and offered product advice.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Trained new team members in cash register operation, stock procedures and customer services.
- Built and maintained relationships with peers and upper management to drive team success.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Adhered to company initiatives and achieved established goals.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Worked with fellow sales team members to achieve group targets.
Branch Sales Manager
Jayanti Business Machines Limited
Hyderabad
05.1989 - 06.1999
- Resolved customer complaints to maintain a high level of satisfaction.
- Established overall growth, sales, and profit objectives for the branch in coordination with the corporate office and established and adhered to the annual branch budget.
- Set pricing strategy and discount rates.
- Managed branch sales, customer service, finances, and record keeping.
- Recruited, interviewed, hired, and trained employees, planned, assigned, and directed work, appraised performance, and inspired engaged team to please and retain customers.
- Led team to exceed sales goals and deliver products and services on time and fully compliant with customer requirements and corporate standards.
Education
Bachelor of Commerce - Accounting And Business Management
Osmania University
Hyderabad03.1989
Intermediate - Commerce, Economics And Civics
Board of Intermediate Education
Hyderabad03.1986
Secondary School Certificate - Mathematics, General Science And English
Board of Secondary Education
Hyderabad03.1984
Skills
- Planning & organizing
- Decision-making
- Critical thinking
- Relationship building
- Organizational skills
- Team management
- Computer skills
- Good work ethic
- Problem resolution
- Training & development
- Multitasking
Personal details
- Marital status : Married
- Date of Birth : 1st March 1969.
Timeline
Senior Technical Associate
Mphasis an EDS company
04.2008 - 03.2009
Process Advisor
barclays Global Service Centre Private Limited
04.2006 - Current
Customer Service Associate
Sitel India
02.2006 - 11.2007
Sales Manager
Max Life Insurance Limited
04.2005 - 11.2005
Sales & Marketing Manager
AS Technology Limited
08.1999 - 03.2005
Branch Sales Manager
Jayanti Business Machines Limited
05.1989 - 06.1999
Bachelor of Commerce - Accounting And Business Management
Osmania University
Intermediate - Commerce, Economics And Civics
Board of Intermediate Education
Secondary School Certificate - Mathematics, General Science And English
Board of Secondary Education
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