Summary
Overview
Work History
Education
Skills
SYNOPSIS
RELEVANT CAPABILITIES
Additional Information
Timeline
Generic
Richa Sharma

Richa Sharma

Ghaziabad

Summary

To obtain a dynamic, challenging opportunity that contributes to the outstanding success of the business via extensive experience in the BPO industry.

Overview

2026
2026
years of professional experience

Work History

Management Trainee

Genpact India Pvt Ltd
01.2022 - Current
  • The role Involves team handling, work allocation, managing the workable volume and the Service line agreement, handling client communication and reporting to the client.
  • Planning executing and monitoring projects to achieve operational goals.
  • Maintaining relationships and effective communication with the stakeholders (For e.g. IT, HR, Cab, Quality team, Training team & WFM).
  • Analysing data to identify trends opportunities for improvement.
  • Ensuring adherence to regulatory requirements and company policy.
  • Motivating team and guiding team members to achieve operational goals.
  • Coaching and mentoring the team. Communicating goals and targets for the team and sharing feedback accordingly.
  • Analysing problems identifying solutions and implementing corrective actions.
  • Developing and coaching team members to improve their skill and performance.
  • Process Details: Conducting AML investigations analysing transactions for potential risks and ensuring compliance with AML regulations.
  • The process also include end to end KYC process including onboarding, due diligence and periodic reviews.
  • Utilized credit analysis and risk analysis skill to evaluate borrower’s financial strength by analysing various factors to determine risk profiles and repayment capacity.
  • Reviewing financial transactions, account activities and customer behaviour to identify usual or suspicious patterns.
  • Assessing the level of risk associated with specific transactions or customers and making decision.
  • Verifying income documents, property values, researching debt to income risk, analysing credit report for derogatory and delinquent items, documenting and researching income source, manual income assessment, assets and debt load.
  • Analysing previous credit history any defaults delinquents, to determine loan eligibility to ensured clients to meet loan eligibility

Senior Associate

EXL Services India Pvt. Ltd.
07.2017 - 01.2022
  • Company Overview: EXL service.com India Pvt. Ltd.
  • My role involves contacting various Government taxing agencies in the USA and ensuring that property taxes are paid up to the date and ensuring that there is no risk of losing the property due to the third-party sale. Ensuring that the payment to taxing authorities is processed in the correct way so that no extra cost is incurred due to returned check/additional penalties.
  • Also monitoring of mortgage documents such as deed, Assignment, Legal description, appraisal, Tax proof and Release of lien etc.
  • Conducted training for new joiners during their on-the-job training, allocating and assisting them on their work assignments.
  • Supporting team by assigning work, managing their workable volume, handling client communication, and reporting to the client. Maintaining the daily KPI and DST.
  • Active Employee Engagement SPOC organize activities, games and performances to keep the employee happy, motivated and enthusiastic.

Senior Customer Care Executive

Convergys India Services Pvt Ltd
  • Worked in Convergys as Senior CCE for 1.3 yrs in EE (Everything Everywhere) UK process. My role involved answering incoming calls from customers for various reasons - Broadband/Sim card top ups, network and plan queries, resolving complaints and providing resolution for better customer experience.
  • Maintaining First Call Resolution (FCR) and Net Promoter Score (NPS) with low AHT and high Quality.

Education

MBA - Operations Management

SVS University
Meerut

Bachelor of Commerce -

DAV College
Dehradun

Intermediate - Science Stream

Matriculation -

Skills

  • Client communication
  • Team building
  • Problem identification
  • Stakeholder engagement
  • Effective coaching
  • Operational efficiency
  • Work allocation
  • Data management
  • Organizational skills
  • Compliance monitoring
  • Leadership
  • Communication & Collaboration
  • Employee training

SYNOPSIS

  • Innovative professional with more than 9 years of progressive experience in the BPO industry, the skills to drive business growth, capitalize on new revenue potential, and manage all aspects of daily business operations.
  • Quick study, with an ability to easily grasp and put into application new ideas, concepts, methods, and technologies. Dedicated, innovative and self-motivated team player/builder.
  • Experienced in-charge of guiding, monitoring, and leading an entire group.
  • Thrive in both independent and collaborative work environments.
  • Well versed in identifying customer needs and able to offer a solution quickly.
  • Proficient in the use of various computer programs and applications simultaneously.

RELEVANT CAPABILITIES

  • Clarity in thought process
  • Ability to motivate team members by leading through examples.
  • Ability to work simultaneously on different applications.
  • Technical Proficiency in MS-Excel, MS-office, Gen AI Certified.

Additional Information

  • Date of Birth: January 26, 1993
  • Husband Name: Archit Tyagi
  • Nationality: Indian
  • Marital Status: Married
  • Residential Address - A/352, Sector-9, New Vijay Nagar, Ghaziabad, UP, 201009

Timeline

Management Trainee

Genpact India Pvt Ltd
01.2022 - Current

Senior Associate

EXL Services India Pvt. Ltd.
07.2017 - 01.2022

Senior Customer Care Executive

Convergys India Services Pvt Ltd

MBA - Operations Management

SVS University

Bachelor of Commerce -

DAV College

Intermediate - Science Stream

Matriculation -

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Richa Sharma