Saurabh Sharma

Workforce Management (WFM) RTA Lead, Senior RTA, Realtime Analyst
Yodel/ Bytedance – 2021

• Lead a team of real-time analysts, overseeing daily operations and ensuring optimal workforce performance in a fast-paced environment.
• Monitored and managed real-time performance across various channels (inbound sales, customer service, ticketing) to meet service level agreements (SLAs) and operational KPIs.
• Utilized WFM tools (e.g., NICE, Teleopti) to track adherence, forecast demand, and adjust staffing levels dynamically to maximize productivity.
• Produced real-time and historical performance reports, identifying trends and recommending process improvements for operational efficiency.
• Delivered coaching and training to junior team members, enhancing their skills in real-time monitoring and adherence management.
• Acted as a subject matter expert (SME) on real-time analytics, troubleshooting issues, and providing actionable insights to enhance performance.
• Coordinated with various departments (Operations, HR, IT) to resolve escalated issues and optimize resource allocation.

· Optimized workforce schedules by analyzing historical data and forecasting future trends.

· Developed custom reports to provide management with valuable insights into workforce performance metrics.

· Streamlined WFM processes for enhanced efficiency and productivity across the organization.

· Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.

· Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.

· Provided ongoing training and support to WFM team members, enhancing overall team competency and performance.

Deputy Team Leader - Ticketing
EasyJet Airlines – Jan-2018

• Managed ticketing operations and provided leadership to a team of agents, ensuring efficient processing of customer bookings and inquiries.
• Supported the team in meeting daily targets while maintaining high customer satisfaction levels through effective problem-solving and issue resolution.
• Assisted in the development and implementation of operational procedures to streamline ticketing processes and improve customer experience.
• Collaborated with cross-functional teams to resolve complex customer issues and improve overall service delivery.

Inbound Sales Advisor
Sky UK – Nov-2014

• Assisted customers with inquiries, upselling, cross-selling, and processing product orders in a high-volume inbound sales environment.
• Delivered tailored product recommendations based on customer needs, consistently achieving and exceeding sales targets.
• Maintained an in-depth knowledge of Sky's product offerings and services, ensuring accurate and up-to-date information was provided to customers.
• Delivered exceptional customer service through multiple channels (phone, chat, email), maintaining a high level of customer satisfaction.
• Identified opportunities for process improvements, collaborating with the management team to enhance team performance and operational efficiency.

Key Skills:

• Workforce Management (WFM), Real-Time Analytics, Scheduling & Forecasting, Inbound Sales, Customer Service, Ticketing, Upselling & Cross-Selling, Performance Reporting, Team Leadership, Coaching & Training, Process Optimization, CRM & WFM Tools (NICE, Verint), Service Level Management

Webchat Associate
Sky UK

• Managed inbound webchat inquiries approximately 60 contacts per day, assisting customers with product inquiries, service options, and sales-related queries.
• Delivered personalized product recommendations, ensuring the best fit for customer needs while maximizing sales opportunities.
• Processed orders, upsold additional products, and cross-sold relevant services to enhance customer satisfaction and increase revenue.
• Provided prompt, clear, and professional responses, adhering to Sky UK's quality standards and service level agreements (SLAs).
• Utilized CRM tools to track customer interactions, update records, and ensure follow-up on pending actions or queries.
• Collaborated with internal teams to resolve customer issues, ensuring a seamless and positive customer experience.
• Achieved and exceeded monthly sales targets through effective webchat communication, building customer relationships, and closing sales.

Key Skills: Inbound Sales, Webchat Support, Upselling, Cross-Selling, CRM Systems, Customer Satisfaction, Product Recommendations, Sales Targets, Service Level Agreements (SLAs), Communication Skills.

Customer Support Representative / SME (Subject Matter Expert)
Comcast

• Assisted call-in customers with inquiries, product orders, and service issues, ensuring high levels of customer satisfaction.
• Managed high volumes of customer interactions daily with a positive attitude and a focus on resolving issues efficiently.
• Maintained extensive product knowledge to provide accurate information and make relevant product recommendations.
• Enhanced customer satisfaction by addressing inquiries and concerns promptly and effectively.
• Handled inbound customer inquiries across sales, billing, and technical support, delivering exceptional service to both new and existing customers.
• Assisted customers in selecting appropriate products and services, processed orders, and resolved service-related issues.
• Exceeded sales targets through upselling and cross-selling strategies, maintaining professionalism and attention to detail.
• Provided expert support to frontline agents, guiding them on complex customer issues and product inquiries.
• Delivered training, coaching, and knowledge-sharing sessions to improve team performance and overall customer experience.
• Acted as a point of escalation for difficult or unresolved cases, ensuring efficient and accurate issue resolution.
• Contributed to process improvements, developing FAQs and troubleshooting guides to streamline operations and enhance team efficiency.

Key Skills: Customer Support, Sales Assistance, Product Knowledge, Upselling, Cross-Selling, Inbound Support, Training & Development, Escalation Management, Process Improvement, Team Collaboration.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Support Specialist / Subject Matter Expert (SME)
TurboTax

• Provided exceptional customer support, guiding TurboTax users through tax filing processes, troubleshooting issues, and resolving inquiries related to product features, payments, and tax filing status.
• Delivered personalized assistance via multiple channels (phone, chat, email), ensuring customer satisfaction and compliance with service quality standards.
• Collaborated with cross-functional teams to escalate complex issues and drive continuous product improvements.
• Promoted to Subject Matter Expert after 4 months, offering advanced product knowledge and technical support to both customers and internal teams.
• Assisted in training new hires and developing knowledge base content to enhance team capabilities and customer experience.
• Acted as a resource for resolving escalated inquiries, ensuring timely, accurate resolutions and maintaining high levels of customer satisfaction.
• Provided valuable insights for product improvements and assisted in testing new features to optimize user experience.

Key Skills: Customer Support, Inbound Support, Tax Filing Assistance, Troubleshooting, Multi-Channel Communication, Product Knowledge, Training & Development, Knowledge Base Management, Escalation Management, Continuous Improvement.

Dial 91

• Managed online canadian mobile SIM/Landline sales and made recommendations for continued improvement and optimization.
• Analyzed online sales data and developed action plans to improve margin, revenue and processes.
• Generated monthly sales reports and shared insights and recommendations to drive sales.
• Leveraged customer database to nurture and grow current sales and identify new business opportunities.