Summary
Overview
Work History
Education
Skills
Accomplishments
PERSONAL INFORMATION
Timeline
OperationsManager

Sachin Sharma

Delhi

Summary

Experienced professional with 16 years in Customer Service, Operation Management, Business Development, and Team Management. Skilled at managing diverse groups and situations, with a persuasive personality and proven ability to work effectively with a wide variety of people. Demonstrated success in building strong client relationships to drive business growth and lead teams towards achieving corporate goals. Effective communicator with excellent relationship-building and interpersonal skills, strong analytical, problem-solving, and organizational abilities. Proficient in MS Office applications, adaptable, detail-oriented, quick learner, and a collaborative team player with exceptional communication skills.

Overview

25
25
years of professional experience

Work History

Operations Manager

Concentrix Daksh
10.2015 - Current
  • Company Overview: Concentrix is a recognized leader in providing innovative services and technology to accelerate high-value interactions at every stage of customer's lifecycle.
  • Allocating daily jobs and workloads.
  • Training new team members.
  • Acting as a resource for other staff members.
  • Managing team performance and progress.
  • Enforcing all company approved policies and procedures.
  • Constantly looking for ways to improve process.
  • Monitoring the performance of junior staff.
  • Implementing new initiatives and making sure all staff understand them.
  • Taking action to correct staff shortcomings.
  • Managing and monitoring staff attendance.
  • Giving prompt and accurate information on individual staff member performance.
  • Attending and participating in team meetings.
  • Ensuring a clean, safe and friendly working environment.

Customer Service Manager

ANR Software Pvt. Ltd.
04.2013 - 10.2015
  • Company Overview: ANR Software Pvt. Ltd. is a sister concern of Altametrics based in US. It is a leading company for software support (eRestaurant) to US based clients. McDonalds, Taco Bell, Hooters are among the three top clients. Altametrics specializes in web-based enterprise solutions to the restaurant and retail industries in both the United States and internationally. The web-based software offers food cost and inventory control, labor cost and workforce management, supply chain and e-commerce, POS integration, business intelligence, and decision support solutions. Altametrics also provides professional support and maintenance, training, project management, and audit services.
  • Revenue enhancement
  • Client Management & escalation Management
  • SLA adherence
  • SLA Management
  • Interfacing with client for Process & Operations
  • Responsible for identification of revenue growth opportunity
  • Supporting Solution Design team in new customer acquisition process for operational input
  • Key Result Areas: Operations, Revenue Management, Horizontal responsibilities

Team Manager

VISTA FERRO ALLOYS
07.2009 - 04.2013
  • Company Overview: Vipsa Ferro Alloys is a Manufacturing and Trading of Ferro Alloys and Binding Wires company. I was working there as a Team Manager for Business development.
  • Revenue achievement
  • Business development and identifying new business streams
  • Client Management & escalation Management
  • I was responsible for Client Interaction, Managing Suppliers, produce cost opportunities to support repeat sales, managing smooth order processing and delivery compliance for 100 + clients (Delhi & Bhiwadi). Followed long-term accounts strategies that increased profits and helped in cultivating the long-term relationships with proper decision makers.

Subject Matter Expert

EXL SERVICE.COM (I) PVT. LTD
06.2005 - 07.2009
  • Company Overview: EXL (NASDAQ: EXLS) is a leading provider of Transformation and Outsourcing services to Global 1000 companies in multiple industries including insurance, banking, financial services, utilities, transportation and travel. Aviva is the world's fifth-largest insurance group and the largest insurance service provider in the UK. Norwich Union, the UK arm of Aviva is now rebranded as Aviva UK. I was working as Subject Matter Expert for the Aviva (Norwich Union Direct) Collections (Inbound and Outbound) B2C process in the UK market.
  • Floor management, Interaction between Client & Management.
  • Reporting of performance dash boards to key stake holders (Internal & external)
  • SLA adherence
  • Involved in process Improvement.
  • Daily reports & performance Dashboards

Tele Sales Representative

Hero ITES
10.2004 - 06.2005
  • Company Overview: HeroITES is a member of the US$ 4.2 billion Hero Group, a manufacturing and engineering giant which has, over the last few years, successfully diversified into Training, Offshore Call Center & BPO (Business Process Outsourcing) Services, IT, Financial Services and Insurance. Providian Financial Corporation was one of the leading issuers of credit cards in the United States. I was a Tele-sales Representative for Providian (Outbound and Inbound) B2C process operating in the U.S. market.

Subject Matter Expert

Intouch Solutions Pvt. Ltd.
02.2003 - 05.2004
  • Company Overview: Intouch Solutions is a fast growing Business Process Outsourcing services provider in India. I was working as the Subject Matter Expert in the Hutch (Vodafone) Customer Care (Inbound) process.

Executive (Projects)

SaiPriya Consultants Pvt. Ltd.
02.2000 - 06.2002
  • Company Overview: Sai Priya Consultants Pvt. Ltd. was an IT enabled Automated Data Services Company, with Intelligent Character Recognition (ICR)/ Natural Handwriting Recognition (NHR) technology and Production Level Scanning.

Education

Bachelor of Commerce - Commerce

Dr. Bhim Rao Ambedkar University
01.2006

STD. XII - undefined

CBSE (D. A. V. Public School)
01.1997

STD. X - undefined

CBSE (D. A. V. Public School)
01.1995

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Operations monitoring
  • Operational efficiency
  • Performance monitoring
  • Employee motivation
  • MS office
  • Process improvements
  • Client relations

Accomplishments

  • Transitioned process of Collections (Oracle Software) for Aviva (Norwich Union Direct) in 2007
  • Transitioned process of Collections (Oracle Software) for Corporate Partners of Aviva (Norwich Union Direct) in 2008

PERSONAL INFORMATION

  • Marital status: Married
  • Father's Name: Sh. K. K. Sharma
  • Date of Birth: 1980-01-14
  • Nationality: Indian
  • Passport Number: W0742051
  • Date: 06-03-2025
  • Place: DELHI
  • (Sachin Sharma)

Timeline

Operations Manager

Concentrix Daksh
10.2015 - Current

Customer Service Manager

ANR Software Pvt. Ltd.
04.2013 - 10.2015

Team Manager

VISTA FERRO ALLOYS
07.2009 - 04.2013

Subject Matter Expert

EXL SERVICE.COM (I) PVT. LTD
06.2005 - 07.2009

Tele Sales Representative

Hero ITES
10.2004 - 06.2005

Subject Matter Expert

Intouch Solutions Pvt. Ltd.
02.2003 - 05.2004

Executive (Projects)

SaiPriya Consultants Pvt. Ltd.
02.2000 - 06.2002

STD. XII - undefined

CBSE (D. A. V. Public School)

STD. X - undefined

CBSE (D. A. V. Public School)

Bachelor of Commerce - Commerce

Dr. Bhim Rao Ambedkar University

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