Ravi Sharma
New Delhi
Summary
To maintain a high level of professional service in an organization by promoting self-development and confidence for achievement, as well as to nurture and grow myself professionally by aligning self-goals with organizational goals. A rich experience in the operations industry with 15 years of career success in wide range of roles and functions like Service Management, Customer Service/Operations, Training & Development, Client Relationship Management etc. Excellent aesthetic sense, hygienic attitude and polished etiquette – “the essence of this industry”. Ability to acquire new skills, knowledge and qualifications to keep abreast with latest trends. Ability to work with relative calm in a high-pressure environment and time constraints. Professional with natural flair for building relations, customer service and proven abilities in achieving optimum level of customer satisfaction. Excellent knowledge of MS EXCEL ,SIX SIGMA. Exemplary leadership qualities and professionalism.
Overview
14
14
years of professional experience
2009
2009
years of post-secondary education
Work History
Sr Manager Credibility & Admissions
UWTSD – Credibility and Admissions
New Delhi
08.2024 - Current
- Overseeing the Admissions Process: I manage the entire admissions process, ensuring its smooth and efficient functioning from start to finish.
- International Partnerships: I am actively involved in nurturing and maintaining relationships with our international partners, fostering collaboration and facilitating exchanges.
- Student Filing Department: In addition to admissions, I also oversee the student filing department, ensuring accurate and organized documentation for all our students.
- Strategic Planning: I contribute to strategic planning efforts, leveraging my insights and expertise to help shape the future direction of our department and institution.
- Team Leadership: As a leader, I provide guidance and support to my team, fostering a positive work environment and promoting professional growth and development.
- Compliance and Quality Assurance: I ensure that all operations within my purview comply with relevant regulations and standards, maintaining a high level of quality and integrity throughout.
- Continuous Improvement: I am committed to continuous improvement, regularly assessing processes and procedures to identify areas for enhancement and optimization.
Sr. Manager- Services (UK & Australia Admissions Team)
MSM Global Media Pvt Ltd
New Delhi
07.2023 - 11.2023
- Leading the team of service managers for accounts of UK universities like Solent University, UWE, Abertay and Lincolin University TSI & Australia universities ATMC, AIA, Victoria, Stanley College, Lad drop, Griffith, Southern Queensland, RMIT, Deccan, Southern Australia.
- Make strategic decisions to ensure that the admissions department runs smoothly and would be able to achieve its service level agreements with clients.
- Reviewing and monitoring the applications of prospective students based on standard admission policies.
- Monitoring the assistance provided to the students to complete the enrolment forms.
- Reviewing all the students' applications and referring the students to financial services personnel if required.
- Monitoring and reviewing admission-related presentations and hosting student receptions.
- Reviewing the database of student information, telephone logs, and student feedback in order to generate student reports for management whenever required.
- Monitoring online webinars for students and universities.
Head of Department
Pyramid E Services Pvt Ltd
12.2023 - 07.2023
- Overseeing the Admissions Process: I manage the entire admissions process, ensuring its smooth and efficient functioning from start to finish.
- International Partnerships: I am actively involved in nurturing and maintaining relationships with our international partners, fostering collaboration and facilitating exchanges.
- Student Filing Department: In addition to admissions, I also oversee the student filing department, ensuring accurate and organized documentation for all our students.
- Strategic Planning: I contribute to strategic planning efforts, leveraging my insights and expertise to help shape the future direction of our department and institution.
- Team Leadership: As a leader, I provide guidance and support to my team, fostering a positive work environment and promoting professional growth and development.
- Compliance and Quality Assurance: I ensure that all operations within my purview comply with relevant regulations and standards, maintaining a high level of quality and integrity throughout.
- Continuous Improvement: I am committed to continuous improvement, regularly assessing processes and procedures to identify areas for enhancement and optimization.
Team Lead
Apply Board India Pvt LTD
Haryana
03.2021 - 06.2023
- Oversee your team's day-to-day activities.
- Performance improvement ideas for 100% operations success.
- Responsible monitoring of submission of applications for UK & Australia Destinations with success rate in accuracy and admission achievement.
- Ensure that all tasks are completed, and goals are met.
- Train and coach team members.
- Provide instructions, direction, or guidance to complete daily tasks.
- Dashboard creation and maintaining follow-ups of daily productivity.
- Perform daily tasks and projects as needed.
- Perform regular one-on-one meetings with direct reports.
- Address performance issues working directly with the Manager.
- Communicate any process improvement ideas to their manager.
- Prepare progress and status report to the Manager.
- Participate in recruitment activities and take operational interviews after screening rounds.
- On-board and train new employees.
Team Manager
Barclays shared services pvt ltd.
02.2016 - 01.2021
- Company Overview: (UK)
- Ensure that the department complies with and exceeds the SOP's set by the organization.
- Regular inspections of all sections to ensure quality standards are maintained.
- Maximize the financial performance for the performance division.
- Maintain performance levels in line with service efficiency and productivity.
- Manage and develop all process knowledge and provide them with necessary coaching & counselling, support and guidance as required.
- Ensure associates are up to date with process knowledge, including monthly training modules.
- Collaborate with staff in the development of various initiatives designed to assist in meeting customer service goals.
- Mentor and develop all members of staff, assist members in obtaining greater responsibility.
- Consistently achieve goals while maintaining consistent service standards.
- Producing excellent customer service scores and well trained colleagues by focusing on customer experience.
- Responsible for improving (customer Experience Index) Scores.
- Assist with the daily administrative duties of the office.
- As a Manager on Duty while working, Demonstrated leadership skills by resolving customers complaints to ensure an outstanding experience for each customer.
- Managed day-to-day operations along with ensuring quality and standards that met expectations of customers.
- Enhance morale of team members by building relationships, addressing grievances, encouraging feedback, and encouraging involvement to bring about improvement in the workplace.
- Ensure that all operational set standards are maintained and team members comply with standard operating procedures.
- Pro-active analysis of guest satisfaction levels through regular communication with other departments and effective system of recorded guest history and preferences.
- Enhance morale of team members by building relationships, addressing grievances, encouraging feedback, and encouraging involvement to bring about improvement in the workplace.
- (UK)
Sr Operations Executive
Arvato Shared Services
02.2012 - 04.2014
Convergys India Pvt Ltd
01.2011 - 02.2012
Education
MBA - HR, Banking, Marketing
University of Wales
Graduate - Hospitality Management
NIIT
Bachelor - Travel and Tourism
IGNOU
XII (Sr. High school) - undefined
IGNOU Board
X (Secondary School) - undefined
CBSE Board
Skills
- Strategic Planning
- Business Operations
- Accounting and Planning
- Customer Service
- Staff Management
- Quality Standards
- Client Relationship Management
- Training & Development
- Team Management
- Analytical Thinking
- Negotiation Skills
- Communication Skills
- Workload Management
- Workplace Atmosphere Creation
- Team Building
- Leadership
- Multitasking
- Learning Agility
- Self-Motivation
- Organization
- Discipline
- Dedication
- Confidence
- Passion
- Report Monitoring
- Customer Problem Resolution
- Positive Attitude
Personal Information
- Date of Birth: 02/18/87
- Marital Status: Married
Timeline
Sr Manager Credibility & Admissions
UWTSD – Credibility and Admissions
08.2024 - Current
Head of Department
Pyramid E Services Pvt Ltd
12.2023 - 07.2023
Sr. Manager- Services (UK & Australia Admissions Team)
MSM Global Media Pvt Ltd
07.2023 - 11.2023
Team Lead
Apply Board India Pvt LTD
03.2021 - 06.2023
Team Manager
Barclays shared services pvt ltd.
02.2016 - 01.2021
Sr Operations Executive
Arvato Shared Services
02.2012 - 04.2014
Convergys India Pvt Ltd
01.2011 - 02.2012
Graduate - Hospitality Management
NIIT
Bachelor - Travel and Tourism
IGNOU
XII (Sr. High school) - undefined
IGNOU Board
X (Secondary School) - undefined
CBSE Board
MBA - HR, Banking, Marketing
University of Wales
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