MS Excel
Rohit Sharma
Customer Operations Manager
Chandigarh
Summary
Detailed Process Manager with over 8+ years of experience in change management, process improvement and efficiency within Customer operations. Innovated new processes and positive impacted profit margins, efficiency and quality. Outgoing personality proven to win over stakeholders and successfully promote new methodologies.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Associate Process Manager
Eclerx Services Pvt. Ltd.
Chandigarh
05.2021 - Current
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Performed data entry operations to update database with customer responses.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Delegate task and set deadlines.
- Discover training needs and provide coaching.
- Involved from launch, execution, preparing process documents, training new/ cross hired and transitioning to floor.
- Production and deviation management ( Responsible for process quality and team deviation).
- External and Internal dispute management.
- Feedbacks and reporting shared on weekly basis.
- Met all timelines set by client for feedback close loop, reports, request to review/ disputes.
- Scoring and Leading team calibration with client on weekly basis.
- Dip checks (Weekly basis), Focusing on improving transcriptions feedbacks, rolling out daily updates, adding insight questions to capture data and share insights with client.
- Communicating in transparent and constructive manner.
- Enabling each employee in team to realize their potential and advance within organization.
- Create inspiring team environment with open communication environment.
- Recognize high performance and reward accomplishments.
- Suggest and organize team building activities.
- Listen to team members feedback and resolve conflicts/ Issues.
- Scheduling 1 on 1 sessions with team members to identify and resolve any problems/ issues.
Senior Quality Analyst
Eclerx Services Pvt. Ltd.
Chandigarh
04.2017 - 04.2021
- Created test cases and automation scripts.
- Auditing and providing feedback to quality analyst.
- Gauging accuracy of quality analyst on quality behavior's/ guidelines.
- Handling all client dispute and sharing feedbacks.
- Conducting Internal team calibration on focused parameters to make sure everyone is aligned on same page.
- Ensuring quality check percentage is met on monthly basis.
- Maintaining productivity and ensuring deviation is below threshold.
- Conducting and clearing doubt clearing sessions to ensure quality and operations are on same page.
- Rolling out new updates received from client to all the team members including operations and quality teams.
Business Intelligence Analyst
Eclerx services Pvt. Ltd.
Chandigarh
01.2015 - 03.2017
- Collaborated with stakeholders to identify business needs and data sources.
- Generated standard and custom reports to provide insight into business performance.
- Generated ad-hoc reports to evaluate specific business requirements.
- Collected data from wide-ranging sources.
- Correlating quality behavior with other KPIs.
- Handling vendor management escalation process (corporate v/s Regular). Responsible for Identifying valid invalid escalation and analyze correct steps taken to close escalation.
- Handle client huddles on weekly/ Monthly basis.
- Framework creation for capturing data accurately and consistently.
- Frame work automation, suggestions on adding different combinations of validation to reduce manual efforts.
- Case study analysis and reporting. Supporting teas in multiple and different case studies.
Analyst
Concentrix Daksh Services Pvt. Ltd.
Chandigarh
01.2014 - 12.2014
- Routing emails to airports staff based on the customer's travel history to check for the missing luggage.
- Taking follow ups on the missing baggage and share TAT with customer's.
- Routing emails to claim settlement department for theft/ Item lost.
- Maintained a friendly, positive attitude when dealing with distressed passengers over the calls.
- Maintained database systems to track and analyze operational data.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
Matriculation - All Subjects
Shri Ram Ashram Sr.Sec. School
Amritsar 05.2007 - 04.2008
High School Diploma -
Balmokand Khatri Sr. Sec. School
Amritsar 05.2009 - 04.2010
Bachelors of Computer Applications - Computer Engineering
Hindu Sabha Collage
Amritsar 06.2010 - 05.2013
Skills
Troubleshooting skills
Software
PowerPoint presentation
Interests
Listening to Music
Trekking
Playing Cricket
Timeline
Associate Process Manager
Eclerx Services Pvt. Ltd.
05.2021 - Current
Senior Quality Analyst
Eclerx Services Pvt. Ltd.
04.2017 - 04.2021
Business Intelligence Analyst
Eclerx services Pvt. Ltd.
01.2015 - 03.2017
Analyst
Concentrix Daksh Services Pvt. Ltd.
01.2014 - 12.2014
Bachelors of Computer Applications - Computer Engineering
Hindu Sabha Collage
06.2010 - 05.2013
High School Diploma -
Balmokand Khatri Sr. Sec. School
05.2009 - 04.2010
Matriculation - All Subjects
Shri Ram Ashram Sr.Sec. School
05.2007 - 04.2008
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