Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Websites
Timeline
Generic
Shalini Sharma

Shalini Sharma

New Delhi

Summary

Dynamic professional with extensive experience at HCL in service desk management and quality assurance. Proven track record in enhancing team performance through effective training and data analysis. Adept at stakeholder engagement and fostering a culture of continuous improvement, driving operational excellence and customer satisfaction.

Overview

22
22
years of professional experience

Work History

Deputy Manager - Operations & Training

HCL
Noida
10.2021 - Current
  • Service Desk Operational Responsibilities: Oversee daily service desk operations to ensure efficient handling of all incoming user tickets and requests.
    Monitor team performance against key metrics and SLAs, implementing strategies to improve performance and meet operational targets.
    Act as the primary escalation point for complex technical issues and user complaints, ensuring timely resolution and effective communication.
    Manage team schedules, workflows, and ticket assignments to ensure optimal coverage and balanced workloads.
    Prepare and analyze regular performance reports for senior management, highlighting trends, challenges, and successes.
    Ensure adherence to all SOPs.
  • Training Lead Responsibilities: Conducts and drives comprehensive training programs encompassing process knowledge, communication skills, soft skills, and mock call simulations.
    Ensures "Go Live" readiness by managing system access and preparing knowledge transfer documents (PKTs).
  • Q&T Specialist Responsibilities (until 9/2024): Championed quality by performing in-depth audits, identifying areas for improvement, and delivering constructive feedback to ensure adherence to standards.
    Generated and analyzed Root Cause Analysis (RCA) reports for daily and weekly ticket status, and NPS/Surveys.
    Developed and delivered engaging soft skills training sessions to empower team members in communication, collaboration, and problem-solving.

Career Break

Full time mother
01.2017 - 09.2021

Business Analyst

Rsystems
Noida
12.2015 - 01.2017
  • I served as a Business Analyst for a Blue Cross Blue Shield healthcare project.
  • Utilized Nexidia to analyze call data, identifying key call drivers, customer queries, and translating these insights into actionable reports.
  • Contributed to increasing client revenue through data-driven recommendations.

Career Break

Full time mother
01.2015 - 11.2015

Subject Matter Expert

John Keells
Gurgaon
04.2011 - 01.2015
  • Provided support for an inbound contact center for Telus customers, focusing on service, and upsell opportunities.
  • Assisted clients in selecting mobile phone plans (including BYOD options), internet packages, and more.
  • Transitioned to the outbound team as a Subject Matter Expert, managing escalations, account activations, and providing client-facing support.

Technical Support Representative

Dell
Gurgaon
05.2010 - 04.2011
  • Assisted customers with troubleshooting software and hardware issues effectively.
  • Documented customer interactions in the support ticketing system accurately.
  • Collaborated with team members to resolve complex technical problems promptly.
  • Provided product knowledge and usage guidance to enhance customer experience.
  • Escalated unresolved issues to senior technicians for further analysis and resolution.
  • Consistently met all SLAs, and effectively handled supervisor escalations.

Technical Support Specialist

Arvato
Gurgaon
08.2007 - 04.2010
  • Excelled as a Tier 2 Technical Support Specialist, handling escalated issues from various sources.
  • Played a pivotal role in knowledge sharing by conducting process update sessions for all teams.
  • Conducted one-on-one coaching with new team members to identify and address areas for improvement.
  • Managed communication with other centers, including the client, Microsoft Xbox Team, through various channels.

Customer Care Officer

Baxy Infosol
Gurgaon
10.2005 - 07.2007
  • Engaged in outbound soft sales for a Canadian charity program.
  • Managed customer accounts using CRM software for efficient service delivery.
  • Documented interactions and feedback in the company's database for tracking purposes.

Telesales Representative

Teleperformance
Gurgaon
01.2004 - 09.2005
  • Served as an outbound sales representative for a U.S. credit card insurance program.
  • Conducted outbound calls to engage potential customers and promote services.
  • Utilized CRM software to track interactions and maintain customer records.

Education

Diploma in Computing - Computer And Information Sciences

IGNOU
Delhi
03-2011

B Com - Commerce

Delhi University
Delhi

Skills

  • Service desk management
  • Quality assurance
  • Performance reporting
  • Employee training
  • Data analysis
  • Customer service
  • Team leadership
  • Technical troubleshooting
  • Stakeholder engagement
  • Effective communication

Accomplishments

  • Certificate of Excellence 2024
  • Certificate of Excellence 2022

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Deputy Manager - Operations & Training

HCL
10.2021 - Current

Career Break

Full time mother
01.2017 - 09.2021

Business Analyst

Rsystems
12.2015 - 01.2017

Career Break

Full time mother
01.2015 - 11.2015

Subject Matter Expert

John Keells
04.2011 - 01.2015

Technical Support Representative

Dell
05.2010 - 04.2011

Technical Support Specialist

Arvato
08.2007 - 04.2010

Customer Care Officer

Baxy Infosol
10.2005 - 07.2007

Telesales Representative

Teleperformance
01.2004 - 09.2005

Diploma in Computing - Computer And Information Sciences

IGNOU

B Com - Commerce

Delhi University

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