Prateek Sharma
Gurugram
Summary
Seeking a challenging and rewarding opportunity with an organization of repute, which recognizes and utilizes my true potential while nurturing my people handling and project management skills in the field. Qualified Bachelor of Commerce from Delhi University, Delhi (2010); accented with the latest trends and techniques of the field, having an inborn quantitative aptitude, determined to carve a successful career in a respected field. Proficient in swiftly ramping up projects with competent crossfunctional skills such as working knowledge of operations and Manpower handling, People management, Customer experience, Client handling etc. Self-motivated, hard-working and goal-oriented individual with a high degree of flexibility, creativity, resourcefulness, commitment and optimism.
Overview
18
18
years of professional experience
Work History
Business Development Manager
Oyo
Gurugram
02.2026 - Current
- Secured sales through direct engagement with property owners and managers, promoting OYO's services.
- Negotiated deals aligned with OYO guidelines to foster mutually beneficial relationships.
- Developed territory plans to build relationships with property owners and stakeholders.
- Analyzed key market trends to identify hospitality leads and inform revenue growth strategies.
- Prospected and qualified leads through cold calling, email, and face-to-face meetings.
Assistant Manager Of Operations
Policy Bazaar
02.2024 - 09.2024
- Managed a team of 5 team leaders overseeing more than 120 executives.
- Proficient in managing customer satisfaction (CSAT) metrics to enhance client experience & drive retention in insurance sector.
- Developed strategies that successfully improved customer satisfaction ratings.
- Collaborated with CARE Insurance B2C on projects to enhance operational efficiency.
- Conducted reviews, audits, and training on existing processes, recommending improvements to optimize performance.
- Skilled in FR(First Response) optimization, ensuring timely and effective resolution of customer queries.
- Adapt at monitoring & improving quality KPIs to uphold service excellence & compliance with industry standards.
- Developed and maintained effective relationships with internal departments and external stakeholders.
- Upselling Health, Term, Auto and Investment policies
Assistant Contact Center Manager (Assistant Manager)
TELEPERFORMANCE INDIA Pvt Ltd
12.2020 - 02.2024
- Worked for Comcast, a leading telecommunication company in the United States, offering a range of services including internet, TV, and phone.
- Dealt in KPI’s such as NPS(Net Promoter System), CPR(Customer Perceived Resolution), S4X behaviours(Designed specially for comcast to enhance customer satisfaction), AHT(Average handling time per Chat/Call).
- Upsold products and services to support revenue flow and expand the customer base.
- Expert in documentation (Management System, team planning, shift adherence, attrition and shrinkage management) & documentation control
- Introduction of project charter to curb the deficit in any key metrics.
- Started voice LOB named Internet Essentials which is basically offered to low income profile or consumers falls under Social security
- Expertise in FCR, measures the percentage of customer issues resolved during the initial interaction without requiring follow-up contact.
- Involved in WBR, MBR to showcase the business performance.
- Game plan, SMART targets was a part of KRA
- Process trainings, Set goals and achieving targets, Presentations
- Successfully achieved and exceeded sales target for Xfinity sim contributing to a YOY revenue growth of 35%.
- Rewarded as best team leader 2 times in a row for 2 quarters and Best AM 5 times in the span.
Team Leader
JINDAL INTELICOM LTD(ZOMATO)
01.2019 - 11.2019
- Involved in interactions between restaurants and Customer to overcome any challenge
- Worked in chat process to eradicate the customer’s concerns such as Delivery status, Food quality and Overall feedback after successful deliveries.
- Conducted RCA to provide the 100% CSAT results.
- KPI’s such as C Sat, AHT, FR, IR was a part of performance and achieved by scoring 100% during evaluation.
- Audited chats using coaching and monitoring tools to have a positive impact on performance.
Team Leader
TELEPERFORMANCE INDIA PVT LTD
12.2017 - 09.2018
- Team handling, Managing projects, achieving targets
- Delivering end to end resolution to the customer
- Managing TOPS(Teleperformance Operational Processes and Standards)
- Allocating SMART targets
- Preparing Glide path for employees to achieve goals or targets
Director
WAYFINDERS MANAGEMENT SERVICES PVT LTD
08.2014 - 04.2017
- Data analysis, Google AdWords, PPC, Vendor selection
- Sell subscription in order to remove the bugs from the system
- Remote access
- Recruitment and hiring, Compliance
- People enhancement skills, Target sets and achieving goals
- Account management
- Supporting all departments (HR, Purchase, Operations and Finance) for audits preparation in documentation and other required compliances.
Floor Team Leader
KLAZINA CONSULTANTS(TECH VANTEDGE)
09.2012 - 06.2014
- Remote desktops, Antivirus installation
- Team handling
- End to end sales
- Ensuring end to end sales and providing after service to the customer.
- Interaction with PPC (Pay per call) regarding google, bing adwords to generate calls.
- Selling anti virus and software related services as a part of subscription.
- Got promoted as team leader within a span of an year and handled a team of 20 people and achieving sales targets.
Customer Care Executive
IBM DAKSH BUSINESS PROCESS PVT LTD
07.2009 - 04.2010
- Process : Amazon.com
- Customer Services
- Process : Train line (United Kingdom)
- Customer Service
- Involved in taking calls and resolving customer’s concern like delivery of a product or giving information on any of the product.
- Maintaining C Sat, AHT throughout the month.
- Booking train tickets online for UK as per the customer requirements.
Customer Care Executive
CONVERGYS INDIA SERVICES PVT LTD
09.2008 - 05.2009
- Process : Orange
- Customer Services
- Telecom service provider in the UK which offers phone, internet services.
- Attending calls and providing resolution towards the customer’s concern regarding network issues, delivery of a product
- Maintaining KPI’s such as C Sat, quality assurance.
Education
Bachelor Of Commerce -
Delhi University
DelhiDiploma In Aviation And Hospitality -
Air Hostess Academy
Class XII -
Rotary Public School
Class X -
Rotary Public School
Skills
Documentation, Team mapping, Floor mapping, Asset management, Events organization, Townhall presentation, Project management, Team building, Compliance Handling, Sales, Auditing, Client handling, Customer experience, People management, Manpower handling, Operation Handling
Personal Information
Languages
- English: C2 Proficient
- Hindi: C2 Proficient
Accomplishments
Best Team Leader - Teleperformance - Q1 2021, Q2 2021, Q3 2021.
Timeline
Business Development Manager
Oyo
02.2026 - Current
Assistant Manager Of Operations
Policy Bazaar
02.2024 - 09.2024
Assistant Contact Center Manager (Assistant Manager)
TELEPERFORMANCE INDIA Pvt Ltd
12.2020 - 02.2024
Team Leader
JINDAL INTELICOM LTD(ZOMATO)
01.2019 - 11.2019
Team Leader
TELEPERFORMANCE INDIA PVT LTD
12.2017 - 09.2018
Director
WAYFINDERS MANAGEMENT SERVICES PVT LTD
08.2014 - 04.2017
Floor Team Leader
KLAZINA CONSULTANTS(TECH VANTEDGE)
09.2012 - 06.2014
Customer Care Executive
IBM DAKSH BUSINESS PROCESS PVT LTD
07.2009 - 04.2010
Customer Care Executive
CONVERGYS INDIA SERVICES PVT LTD
09.2008 - 05.2009
Bachelor Of Commerce -
Delhi University
Diploma In Aviation And Hospitality -
Air Hostess Academy
Class XII -
Rotary Public School
Class X -
Rotary Public School