PAYAL SHARMA

• 2024 Onwards : Cleared IJP for Business Department Owning End to End Operations ( Voice,Blended & Back Office ) of 300+ FTE with 20 Team leaders/Assistant Managers & 30 Support Staff/Internal stake Holders for Business Side of British Telecom which has successfully emerged in Small 7 MEdium enterprises
• Focus on meeting Organizational Goals, driving Key Metrics, Market & Global Compliance, Quality , FTE Reduction Efficiency targets, Running Demand Reduction & Automation Projects , Developing for Future & Organizational Engagements
• 2022 - 2024 : Handling End to End Operations of EE Billing & Messaging for GBS Consumers with a Head Count capacity of 200 FTE's with Direct Reports of 13 to 15 Team leaders.
• Operational Delivery of Weekly, Monthly & Quarterly business insights & Reviews, key changes & monthly focus areas for Long Term / Yearly Goals
• Operational Delivery – Performance, Quality & Compliance, Quintile Management, Value Adds, Efficiency, Head Count planning & Capacity, Business Changes, Recruitments, Training & Development, Communication & Personal Conversation Guide, New Hire Process
• Added Value in yearly 22’/23’/24’ Business Changes Via Standardization & Demand Reduction e.g Renewing Performance Management, Supported in Creating SOP of Internal Performance plan in calibration with Service Excellence Team, Creating SOP of Internal Job Posting for TL/SME via creating Document, Non-Bias Test Papers & OM contribution in Selection and Score Card Renewal & Making
• Run End to End Triple Concurrency Trial with EE Billing In App Pilot teams – Motive to Drive more Volumes in consumer via messaging & Digital IVR, Analysis of Customer experience, Complaints handling & efficiency impact
• Contributed in Holding Skill Launch, Dual Skill Launch, EE Easy Leads, EE Households, Return to Queue, Integrating Reporting’s for Operational Dive Deep View, Tools issues & optimizing tools for Internal Customer experience
• People Management Via Monthly Skips, Monthly & Quarterly Rewards & Recognition, Awards related to Value Adds & running contest in festive Period, encouraging consumer folks participation in Annual Day 24’, Contributed Via being Core Team Member of Annual Day 24’ with Arjan & Team Running engagement activities on Floor with Engagement SPOC
• Development of Teams by conducting Weekly Team Huddles with business insights & Drop/Increase ask, One on One with Team Leaders for effective coaching & feedback, Strong Documentation on Repetitive Team Leader outlier on all operational metrics, Conducting discussions on TL’s behavior with team members for effective leadership

• Delivering operational service to the customers post they place the order
• Service & Delivery team looks at the last mile stage & delivers orders in time
• Customer support of 300 agents across UK, US & Ind market place
• Support by 11 direct reportees of Team Managers & Project Managers
• Building & Leveraging business with business partners and network
• Process automation & Standardization

JOB RESPONSIBILITY:

• Set team and individual performance goals and use performance metrics and reporting to drive performance and business results
• Monitor Merchant/Partner Back interactions to ensure extraordinary service Via inbound/Outbound calls and by email servicing
• Provide consistent and ongoing coaching and feedback to ensure the team is performing at their highest levels
• Regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions and drafting the same on the tool known as Compass
• Deliver tailored, inspirational and effective coaching to CCPs and also motivate, collaborate and inspire the team
• Ensure adequate staffing levels to maintain service levels, inventory and employee satisfaction
• Participate in the selection, training and development of high performing and highly engaged team members
• Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express services
• Ensure compliance for set-up processes and policies
• Continuous develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers

• Taking care of Merchant Accounts for US market and KYC validation was a mandate requirement to set up Merchant accounts
• Validating accounts and documents by making outbound calls to Merchants
• Checking cases for team and doing Internal audits and Quality checks as SME
• Training New hire Batch – Class room & OJT
• Publishing reports to Senior Leadership for New hires and Audits done for the team
• Taking care of all escalations raised by merchants and providing solutions within Time Line

• Generating new customers for Oracle and managing existing customers by providing them satisfactory product and service Doing Market Research for Different Division of Companies (e.g Finance, Sales & Distribution, HR, IT, Security Division)
• Analyzing the existing IT infrastructure (Database, Applications and Middleware) and IT challenges faced by the companies
• Maintaining relations with top executives of companies like CIO, CEO, Finance director, CMO etc.