Poonam Sharma

• MANAGING TEAM SIZE OF 40+ SUPPORTING STAFF
• Developed and implemented new processes to ensure efficient IT operations.
• Conducted regular system maintenance and performance monitoring activities.
• Identified and resolved complex technical problems in a timely manner.
• Assisted in developing strategies for disaster recovery planning and implementation.
• Ensured compliance with company policies regarding IT security protocols.
• Developed training materials for end-users on how to use different IT applications.
• Provided guidance on best practices for managing IT resources efficiently.
• Monitored system performance metrics to ensure optimal operations.
• Deployed patches and updates to address security vulnerabilities in the system.
• Created backup plans for critical systems and data storage solutions.
• Assisted in migration from legacy systems to cloud based solutions.
• Evaluated new technologies for potential implementation into existing environment.
• Tuned application performance by optimizing database queries.
• Performed periodic audits on system configuration settings.
• Coordinated with vendors for procurement of IT equipment and services.
• Maintained positive working relationship with fellow staff and management.
• Ensured compliance with corporate security policies.
• Collected, analyzed and reported on data for use in operational planning.
• Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
• Maintained audit trail and statistical records of problems and conditions reported by client.
• Conducted workflow analysis, space design or cost comparison analysis.
• Modified and customized commercial programs for internal needs.
• Provided technical support for users on a variety of hardware, software, and network issues.

· MANAGED 150+ associates to provide end to end solutions to any issues caused in the automated processes.

· Managed hiring, transitions in phases for process and onshore relationship management

· Mentoring Leads for queue management and client management

· Business reviews for improving efficiency, production, escalations, process improvements.

· Mentoring associates for with personal and professional developments

· Designing business plans for maximizing profitability, revenue generation

· realize corporate goals & strategies in coordination with macro plans of organization.

· Monitoring overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level.

· Heading teams involved in setting out quality standards for various operational areas, ensuring high-quality customer satisfaction while adhering to the SLA has and work processes.

· Performance Management & Business MIS review programs with the management

• Project Governance (Scheduled Tasks on Server, Providing End to End Support for Enterprise Accounts on Mobility platform)
• Migration Management for 11 Projects with 7 Sub projects
• Managed team of (100+ associates, 5 Assistant Managers, 10 Leads, 12 SMEs)
• Ongoing Change/ Problem Management Support

o Key focus on Metrics and Process Health

• Ensure the processes are well compliance with Company standards.
• People Management with Employee engagement / Vertical – Lateral Movement of employees &

· Diversity

• Ensure optimal levels of employee productivity to minimize gap in tickets offered vs. handled, ensure

· 97% of the tickets are handled within SLA of 99% and keeping the quality standard above 98%

• Conducting daily meetings Regarding updates and queue management with direct reporting managers
• Attending meeting and conference calls and being participant of contracts and agreements sign offs.
• Validating Contracts, creating SOP, SOW, and validation or at times creation of process documents Resource utilization and Optimization
• Plan and strategize team’s operations to ensure team delivers volumes with Quality and Timelines as per SLAs
• Conduct assessments, improvement opportunities and audits for the project and communicate to management.

· Conduct assessments, improvement opportunities and audits for Jeff Bezos escalations and the project of escalations I was dealing with need to work end to end legal taxation communicate to management.

· Maintain a strong relationship with the in-house Stake holders in Seattle on operational areas like quality, readiness, support model, change management.

· Managing performance & Client Management (Amazon Seattle U.S) ensuring we meet escalation goals Key member of all Monthly Business review meetings.

· Weekly business distribution, batch collections/ targets and Dialer strategy

• Analyzed customer feedback data to identify areas of improvement in operations.
• Managed team of 60+ employees, ensuring quality standards were met
• Monitored daily operations to ensure compliance with company policies and procedures.

Client Thompson Airways: Thompson airways is the UK’s leading airline brand, serving more than 1 million customers.

MANAGED TEAM SIZE: 40+ AGENTS

• Managing performance & Client Management to ensure BG client goals/SLA are met namely TAT, Ageing, NPS%, Quality Adherence, & Procedural Adherence.
• Plan and strategize team’s operations to ensure team delivers volumes with Quality and Timelines as per SLAs
• Conduct assessments, improvement opportunities and audits for the project and communicate to management.
• Maintain a strong relationship with the Client on operational areas like quality, readiness, support model, change management Leadership Role (Thompson Airways):
• Key member of all Monthly/Quarterly Business review meetings
• Educated operations team on best practices, company policies and service excellence standards.
• Communicated clear action plans to optimize results and successfully execute operational activities.

• Conducted regular assessments of unit personnel to identify areas for improvement in training.
• Organized and facilitated seminars, workshops, and other learning activities for unit personnel.
• Assisted in the design and implementation of a comprehensive database system for tracking training data.
• Developed and implemented unit training programs to ensure compliance with regulatory standards.
• Evaluated staff performance during trainings and provided feedback accordingly.
• Facilitated group discussions among unit personnel regarding their individual goals and objectives.
• Collaborated with outside vendors to provide additional resources or services when required.
• Coordinated with managers to identify skill or knowledge gaps and implement training needs.
• Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
• Discovered and implemented new learning techniques and industry best practices to drive learning through professional training.
• Collaborated with subject matter experts, vendors and third-party training providers to support learning and development strategy.
• Evaluated employee skill levels and implemented new techniques to boost staff knowledge.
• Delivered training material to diverse audiences of both blue and white-collar professionals.
• Facilitated training on benefits, FMLA and CFRA, new employee orientation and performance appraisals.

MANAGED A TEAM SIZE OF 30 ASSOCIATES

• Assigned and monitored daily tasks for team members.
• Provided guidance, coaching, and feedback to team members.
• Organized team meetings to discuss progress and challenges.
• Developed strategies to increase productivity and efficiency of the team.
• Created and maintained a positive work environment for employees.
• Maintained records of employee performance reviews.
• Resolved conflicts between team members in a timely manner.
• Ensured compliance with company policies and regulations.
• Facilitated communication between senior management and staff.
• Oversaw daily workloads and workflow for smooth operations.
• Coached team for success by using corrective action processes.
• Motivated team members to consistently achieve or exceed performance expectations.
• Delegated work assignments and prioritized tasks.
• Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
• Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
• Initiated training sessions and coached employees to develop effective staff.
• Reviewed candidate resumes and scheduled and interviewed potential new hires.
• Conducted root causes analysis to develop corrective action plans.
• Supported HR staff with recruiting and retaining high-performing talent.
• Resolved customer inquiries and complaints requiring management-level escalation.