Rushika Sharma
Service Delivery Manager
New Delhi
Summary
Dynamic Service Delivery Manager with 15 years of diverse experience in optimising operational performance and enhancing customer satisfaction. Proven expertise in managing large- scale global support teams, driving productivity and quality standards while implementing strategic initiatives.
Overview
16
16
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Service Delivery Manager
Cognizant Technology Solutions
10.2023 - Current
- Company Overview: (Google Ads/Commerce)
- Managed and executed multiple Pilot programs within Google Ads across various segments, including the Silver Segment (Chat/Email/Phone Team) and Paid Pilot Projects
- Successfully launched RTT (Real-time translation tool) with 23 languages in January 2024, resulting in a 15% increase in customer satisfaction
- Led a Green Belt project focused on optimizing speed metrics (P80/P95), resulting in a 10% reduction in average handling time
- Post-metal segmentation aligned with the Commerce Team across 3 sites (MNL/HYD/GGN) since August 2024
- Consistently exceeded performance goals, receiving multiple accolades and appreciation from senior leadership and clients
- Contributed innovative ideas to enhance AI tools, including close collaboration on the LLM model of AI
- Awarded the 'Always Striving and Never Settling' Gold Award in 2024 for outstanding performance
- (Google Ads/Commerce)
Team Manager Operations
Cognizant Technology Solutions
09.2017 - 09.2023
- Company Overview: (Google Ads)
- Managing Global Support team of UK and Ireland of 120 FTE’s with 5 TL’s for Phone, Email and Chat channel
- Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
- Responsibilities include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employees performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards
- Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
- Closely monitoring metric of all the Channels (Phone, Email and Chat channel) and capable of driving the accomplishment of all the targets as on weekly, monthly and Quarterly basis
- (Google Ads)
Team Lead Operations
Infosys BPO Ltd.
05.2012 - 09.2017
- Company Overview: (TDS-CPC Project of Income Tax)
- Building Team work and Cooperation: Handling team of twenty associates, providing clear directions to them, Conduct coaching and One- o- One sessions for bringing out the potential of the talents aligned and enhancing their skills required for their respective job roles
- Work with Managers and employees to establish SMART (Specific, Measurable, Actionable, Realistic and Time bound) group goals
- Analytical Ability: Strategic thinking and planning, trouble shooting and developing customized solutions to the problems is the key responsibility
- Maintain SLA Management reports, Incident Reports, Hold % Reports, Productivity Reports etc
- Which are shared on daily, weekly, monthly and Quarterly basis with the management and the client
- Capacity Building: Managing Training for TDS-CPC team for process domain for both FA & CS teams
- CS -100 training & certification for voice resources and Identifying Training Needs as per the competencies of employees for the entire engagement
- Conducting in-house batches at TDSCPC, Ghaziabad
- Certified as a Customer service Trainer and involved in grooming all the advisors with the required skill sets of handling the calls, e- mails and tickets
- Managing Organizational Performance: Attended BSI ISO9000 training and well aware if 2015 standards required for smooth running of various processes, taking care of all the risks involved and identifying the opportunities for improvement of the process
- Identified as Configuration Controller in BSI ISO 9001-2015 Audit keep control of SOP’s along with updating the Version across all the processes, successfully went through the audits with no observations in Mar’2016 and got the highest rating
- Client Centric Approach: Content Development and Enhancement for TRACES website
- Responsible for internal and external governance and preparation of daily/weekly/monthly reports
- Providing solution to the client for their ad-hoc requests for reports and data requirement
- Prepare internal Training Modules for standardization of the process which are great value add to the project
- Part of weekly review meeting with the client (ITD i.e
- Income Tax Department)
- Attended special trainings like – Design Thinking, Competency Based Interview Skills Training, BSI Training for conducting internal Audits (TDS domain training, Certified Transaction monitoring, Business communication skills, Presentation skills, Six Sigma Green Belt, Yellow belt training – Fundamentals of Data analysis) by specialists of TDS/ Infosys
- Made project on: People Utilization (Saved 7 FTE’s) Online Process Knowledge Test (Saving the Cost), Video E- Tutorials (Saving the cost) Quality backup sheet, Tracking Repeat callers which have been approved and are beneficial for the business to run smoothly
- Achievements in 5 Years: Promoted as Team Lead, Promoted as Process Specialist, Training Anchor for the Engagement (TDS-CPC), Knowledge management Spoc, Fun Spoc and Received seven RAMP awards- Extra Miler (2), Spot award (4), i-Star (1) recognized for HI-Pot Lunch with leadership team
- (TDS-CPC Project of Income Tax)
Supervisor-CRM
The Times of India
09.2009 - 04.2012
- Worked in professionally enriched environment of leader in Publication & Media, associated with brands like Times of India, Navbharat Times, Economic Times, presently working with brands like Femina, Filmfare, Economist
- Working under SAP environment & managing work on BCM Model
- Part of launch of SAP driven tools
- Meeting & Coordinating with business partners, getting the desired data from them, uploading and maintaining data in SAP
- Coordinating with senior manager to resolve customer grievances and ensuring customer retention
- To Conceptualize and theorize readily and translate possibilities into plans to achieve short term and long term objectives so as to ensure zero defect system
- Meeting Effective escalation matrix structures
- Regular monitoring of calls and continuous motivating CRM Team for higher productivity
- Analyzed data as per the training and requirement
- Conduct the training & mock calls session
- Maintaining daily reports of Team Performance and Process Performance from SAP
- Managing the scheduling data to develop, co-ordinate and monitor training programs to meet the telecallers as well as portfolio need with compliance standards
- Create dashboards & other relevant reports for the management which further helps in analyzing & improving the Executives performance
- Worked with vendor teams (Overnite courier, DTDC courier and Track on courier) in addition with internal business units to establish and reinforce excellent relationship with the customers with the regulatory environment
Agency Manager – Payment Assistance Compliance
ICICI BANK
01.2009 - 07.2009
- Field Monitoring and Call Monitoring:-
- Visiting multiple locations for Quality checks on payments collected by field collection agencies of Delhi
- Field Executive’s verification checks, e.g.(to confirm, was FE carrying his identity card
- Was FE reached at customer’s place on customer’s given time
- Has FE given the right information about customer’s credit card account
- Has FE given the valid payment receipt with correct details
- Etc...)
- With customers on phone to identify the process adherence by the collection agencies & the field executives
- Checked the improvement level after giving them the feedback and timely identifications of training needs
- Maintained Daily MIS, Defect cases MIS & Dashboard on regular basis and circulate the same to business heads
- Ensured compliance to business policies, Collections process & procedures while called up on customer’s account
- Worked with vendor teams in addition with internal business units to establish and reinforce excellent relationship with the customers with the regulatory environment
- Counseling the low performers among the team, to ensure that the defects are reduced
- Provide training and coaching to telecallers and made them talk to cardholders with customer centric approach
- Evaluated the effectiveness of training programs and recommended timely changes as per the requirement & change in regulatory policies
- Ensured Code of Conduct has being signed by every telecaller on the floor as well as the collection agencies
Customer Care Executive
IBM Daksh
08.2008 - 01.2009
- As a Customer Care Officer, Handled inbound calls in Bell Canada (US process), have always served the customer query & complaints closure within SLA with Quality resolution of request and complaints
- Met agent level targets like Talk time, Login Hours, Calls Quality percentage and customer satisfaction scores
- Handled activation and deactivation of Value Add Services
Education
B Com - undefined
MA - undefined
Eng
Skills
employee performance management
Certification
AI for Business Leaders
Personal Information
- Current CTC: 18L
- Expected Salary: 25L
- Date of Birth: 08/07/81
- Gender: Female
- Marital Status: Married
Timeline
Service Delivery Manager
Cognizant Technology Solutions
10.2023 - Current
Team Manager Operations
Cognizant Technology Solutions
09.2017 - 09.2023
Team Lead Operations
Infosys BPO Ltd.
05.2012 - 09.2017
Supervisor-CRM
The Times of India
09.2009 - 04.2012
Agency Manager – Payment Assistance Compliance
ICICI BANK
01.2009 - 07.2009
Customer Care Executive
IBM Daksh
08.2008 - 01.2009
B Com - undefined
MA - undefined
Eng
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