Ritesh Sharma
Nigdi
Summary
Encouraging and analytical problem-solver with a talent for team building, leading, and motivating others. Exceptional customer relations aptitude and strong relationship-building skills to establish and maintain positive connections with clients. Proficiency in using independent decision-making skills and sound judgment to consistently contribute to company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost overall performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
AVP of Operations
Coherent Market Insights
07.2022 - Current
- Identified opportunities to improve business process flows and productivity.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Drove team engagement to achieve aggressive company targets.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Established performance goals for department and outlined processes for achievement.
- Supported project management team for optimal performance.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced operational risks while organizing data to forecast performance trends.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Assistant Manager Operations – Additional Business Implementation
ADP Pvt Ltd
06.2019 - Current
- Responsible for managing overall performance for the Pilot project aligned
- Assignments, Daily performance reporting, Project implementation and Set up
- Ensuring maximum customer satisfaction by closely interacting with potential clients & understanding their requirements and customizing the product and services accordingly
- Providing process related solutions to onshore team and instant communication with the case managers about the change
- Responsible for validating MIS, client reports, analysis and reviews for presentations
- Handling/Managing transition of project, sub processes, incidents and change, help calculating impact and mitigating challenges while closely working with business unit partners
- Highlighting challenges and advantage on any new deployment proactively
- Developing and implementing innovative ideas to achieve goals through MAS the Voice and successfully complete billing automation project
- Responsible for making MIS, client reports, analysis and reviews for presentations
- Sharing insights and preparing presentation for daily/weekly call for finance/workload management /incidents /headcount planning /performance review / discussing project performance metrics
- Created performance dashboard for business review
- Preparing and presenting weekly governance deck for entire process (India and Philippines)
- Managing associate performance by creating associate scorecard in line with SLAs and KPIs
- Currently working on volume reduction plan and Headcount
- Highlighting current challenges and suggesting solution to improve efficiency and performance
- Ensure profitability of operations and supervise all aspects of CRM including achieving of targets, customer satisfaction and maintaining quality standards
- Own and manage incident and change and ensure daily weekly completion of task/volume and ensuring no overdue
- Effective fallout management and escalations to respective onshore support to achieve timely resolution and volume completion
- Leading the launch of new tools and providing the inputs to IT team and ensuring the tool covers all the information required by the associates which will help to provide better customer service with optimum quality
- Identifying the root cause analysis for any process related issue
- Handling operational functions like pre/post-shift staff briefings, shift management
- Imparting appropriate training on product, Service Excellence and Teamwork
- Organizing and conducting practical and theoretical training programs to enhance skills
- Motivating each Team Member, Guiding, monitoring their performance and help them in growing in the organization
- Having performance/appraisal conversations, developing growth path, coaching and having soul chats
- Organizing employee engagement activities
Team Leader Operations – Order to Activate/TCM (Telstra)
Tata Consultancy Services
06.2013 - 06.2019
- Ensuring high quality service, resulting in customer delight and optimum resource utilization for maximum service quality
- Ensuring maximum customer satisfaction by closely interacting with potential clients & understanding their requirements and customizing the product and services accordingly
- Handling/Managing transition of project, sub processes, incidents and change, help calculating impact and mitigating challenges while closely working with clients
- Managed and successfully completed Pilot projects like CAR, NNMS, BOH and TIO complaints
- Getting on Daily/weekly calls for various incidents/projects/ discussing performance metrics, highlighting challenges and suggesting solutions and performance review
- Mentored for (NSA leakage project) which includes hard savings for TCS
- Managed and successfully completed Pilot projects like SIK and Aged orders
- Providing process related solutions to onshore team and instant communication with the case managers about the change
- Hold Green belt certification
- (NPS project) improved Net Promoter Score for the span
- Developing and implementing innovative ideas to achieve goals
- Leading efforts for streamlining processes and generating cost savings in operations
- Responsible for making MIS, client reports, analysis and reviews for presentations
- Ensure profitability of operations and supervise all aspects of CRM including achieving of targets, customer satisfaction and maintaining quality standards
- Collation of information from the associates on incidents and review the same and send consolidated synopsis to requested stakeholder/client
- Own and manage incident and change and ensure daily weekly completion of task/volume and ensuring no overdue
- Effective fallout management and escalations to respective onshore support to achieve timely resolution and volume completion
- Sending insights about the ongoing change in the process to key stake holders
- Managing and validating the Key reports related to the invoice every month before sending it to the onshore team
- Leading the launch of new tools and providing the inputs to IT team and ensuring the tool covers all the information required by the associates which will help to provide better customer service with optimum quality
- Identifying the root cause analysis for any process related issue
Senior Process Associate – Technical Support India
WNS Global Services Pvt. Ltd.
01.2017 - 07.2018
- Handle customer service queries
- Mentoring new joiners in the team
- Conduct refresher trainings for team members
- Floor walk in Team Leader’s absence
Subject Matter Expert
Ubics India Pvt. Ltd.
01.2015 - 01.2017
- Handling schedule changes and cancellation for Kingfisher Airline
- Updating email Escalations and Maintaining Performance sheets
- Handling shift Monitoring
- Training/Mentoring new staff during shift
- Handling SMS and DIALER application
- Coordination carried with Space Control and SOCC
Education
Bachelor in Arts -
DY Patil College
PuneSkills
- Customer Service Management
- Escalation Management
- Coaching and Mentoring
- Incident Management
- Service Level Management
- Performance Management
- Client Relations & Escalation Management
- Driving Continuous Improvement
- Designing Action and Game plan
- Payment Gateway Aggregator
- Schedule Adherence Management
- Designing Process Flow & Improvements
- Solutions Management
- Transition Management
- Subject Matter Expert
- Forecasting
- Organizational development
- Six sigma methodologies
- Operations management
- Business analysis
Accomplishments
- Awarded as best performer for consecutive 3 Qtrs.
- Appreciated for working on associate utilization.
- Awarded for initiating and successfully completing billing automation project.
- Appreciated by Clients for successfully handling NBN in Pending Project.
- Awarded as best Team Leader in 2016-17.
- Successfully completed Six Sigma Green Belt Project.
Trainingsattended
- Lean Six Sigma Green Belt Certification (TCS)
- Bridge to Excellence (Knowledge Transfer Lead)
- BPO fundamentals of telecom
- Stardust training
- BPS Process Management
- Performance Management Skills Training
Languages
English
Hindi
Marathi
Personal Information
- Date of Birth: 05/21/86
- Marital Status: Married
Qualification
Bachelor in Arts (1st Class)
Certification
- Advance Excel - 2024
- Pursuing - PMP Certification - 2024
Timeline
AVP of Operations
Coherent Market Insights
07.2022 - Current
Assistant Manager Operations – Additional Business Implementation
ADP Pvt Ltd
06.2019 - Current
Senior Process Associate – Technical Support India
WNS Global Services Pvt. Ltd.
01.2017 - 07.2018
Subject Matter Expert
Ubics India Pvt. Ltd.
01.2015 - 01.2017
Team Leader Operations – Order to Activate/TCM (Telstra)
Tata Consultancy Services
06.2013 - 06.2019
- Advance Excel - 2024
- Pursuing - PMP Certification - 2024
Bachelor in Arts -
DY Patil College
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