Ria Sharma
Manager - Community Operations
New Delhi
Summary
Experienced Operations Manager specializing in mentor onboarding, training, and deployment across Tech and PGP-DSBA programs at Great Learning. Proficient in designing and executing seamless onboarding processes, matching mentors with cohorts to optimize learner outcomes, and ensuring high-quality program delivery. Adept at cross-functional collaboration to enhance learning experiences, streamline operations, and drive process improvements. Passionate about fostering a growth-oriented environment, I'm committed to delivering outstanding educational
experiences.
Overview
10
10
years of professional experience
2016
2016
years of post-secondary education
2
2
Languages
Work History
Manager
Great Lakes E-Learning Services Pvt. Ltd.
08.2021 - Current
- Successfully onboarded and deployed mentors and evaluators for Tech and PGP-DSBA programs, ensuring seamless integration into organizational pedagogical standards.
- Conducted comprehensive training sessions for mentors and evaluators on curriculum methodologies, teaching techniques, and evaluation criteria to enhance effectiveness.
- Matched mentors with cohorts based on expertise and learner requirements, ensuring optimal alignment for a personalized learning experience.
- Managed day-to-day operations for 1000+ learners, monitoring session quality, addressing learner concerns, and maintaining a conducive learning environment.
- Evaluated mentor and evaluator performance through constructive feedback and one-on-one discussions, achieving attrition and shrinkage rates below 5%.
- Spearheaded contract initiation to define deliverables and payout structures, contributing to cost-saving initiatives and improved resource utilization.
- Acted as a liaison between Program Managers, stakeholders, and vendors to ensure timely program execution and effective communication.
- Facilitated weekly mentor allocation for doubt-clearing sessions and evaluator assignment for course submissions, ensuring timely support for learners.
- Organized faculty webinars with experienced mentors, providing learners with industry insights and practical expertise.
- Streamlined invoicing processes for mentors and evaluators, ensuring accurate and timely payments.
- Collaborated with various departments to enhance learning content, support services, and optimize the overall learning experience for stakeholders.
- Trained Program Managers to deliver final modules of the PGP-DSBA program, contributing to program success and consistency.
Team Coach
American Express Pvt. Ltd. - India
03.2016 - 05.2021
- Devoted special emphasis to punctuality and worked to maintain an outstanding attendance record, consistently arriving to work ready to start immediately
- Worked with customers to understand requirements and provide exceptional customer service
- Supervised a number of colleagues in providing excellent customer service to callers requiring assistance with their corporate card accounts
- Managed quality assurance program including call evaluations, internal audits, and customer surveys
- As a team coach I have driven results through feedback & coaching after clear understanding based on call listening
- Coached CCPs on product knowledge & Customer treatment keeping in mind the Average Handling Time, CFR, and RTF with OSAT to ensure Excellent Customer Experience
- Promoted as a Team coach in June 2019
- Subject Matter Expert: Feb 2018
Process Associate
InterGlobe Technologies
07.2015 - 03.2016
- Hired as a Process Associate within the Hotels.com process, responsible for assisting the US & UK-based customers with their hotel bookings
- Provided exceptional customer service by promptly addressing customer queries and concerns regarding hotel bookings
- Handled a high volume of customer interactions, maintaining professional and friendly behaviour to ensure customer satisfaction
Practitioner-CRM Operations
Concentrix Daksh Services India Private Limited
07.2014 - 03.2015
- Employed as a Practitioner-CRM Operations within the US Amazon Process, responsible for providing support to customers with their order, payment, and refund inquiries via email
- Maintained a low email response time, ensuring timely and efficient assistance to customers while adhering to service-level agreements
- Consistently achieved and surpassed customer satisfaction targets by providing personalized and attentive support
Education
B. Com (P) -
Delhi University
XII - undefined
CBSE
X - undefined
CBSE
Skills
Organizational skills
Stakeholder Management
Problem-solving abilities
Team collaboration
Decision-making
Customer service
Personal Information
Date of Birth: 02/01/94
Father'sname
Subhash Sharma
Timeline
Manager
Great Lakes E-Learning Services Pvt. Ltd.
08.2021 - Current
Team Coach
American Express Pvt. Ltd. - India
03.2016 - 05.2021
Process Associate
InterGlobe Technologies
07.2015 - 03.2016
Practitioner-CRM Operations
Concentrix Daksh Services India Private Limited
07.2014 - 03.2015
XII - undefined
CBSE
X - undefined
CBSE
B. Com (P) -
Delhi University
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