Shallu Sharma
Summary
Experienced professional with a strong background in service delivery management and process excellence. Adept at managing global contact center support operations with a focus on efficiency, risk management, and process excellence. Proven track record in executing large-scale projects with an analytical approach, ensuring adherence to SLAs, and driving customer satisfaction. Possesses strong communication skills, capable of conveying complex concepts to diverse audiences, and committed to fostering a customer-centric culture.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Group Manager-Operations
Amazon Development Centre Pvt. Ltd
06.2022 - 7 2024
- Supervised a span of 300+ FTEs supporting India & North-America operations for a virtual customer site of West Bengal
- Steered VCS West Bengal CS Retention Program in 2023 which led to annualized attrition of 34% against its goal of 46.2% saving 52 attritions compared to the previous year and generating an annual cost saving of $55M
- Led AMAZON's “Great India Festival 2023” for the zone spanning 1500+ FTEs; piloted various initiatives for GIF'23 such as real-time Aux tool, creating skill & team level dashboards, BUWG, shrinkage management & overtime delivery
- Leveraged evidence-based decision-making, collaborated with stakeholders, managed a 120% spike in contact volumes for large items customers in Apr’24, and attained a 99% response rate within 35 seconds
- Facilitated a session on “How to give feedback in Towards Culture” with 40+ ASCS Leaders worldwide
Team Manager-Operations
Amazon Development Centre Pvt. Ltd
Chandigarh
08.2018 - 05.2022
- Supervised a team of 25-30 associates with a focus on training, performance optimization and team engagement
- Pioneered the launch of the VCS site in Chandigarh and later expanded the presence in Tier3 cities with different stakeholders
- Initiated and led the "Parichay Program, "optimizing new hire training with a dedicated team, achieving a 100% query resolution rate for 225 associates across 8 batches
- Spearheaded weekly business reviews to track and improve metrics
Sr. Team Lead Operations
Tech Mahindra Ltd
Chandigarh
04.2017 - 08.2018
- Oversaw 6 applications [GCSM, ASAP, ADOPT, eSign, GOSS, APEX] with a team of 60 members
- Involved in scheduling, training, and hiring new employees
- Improved overall SLA/TAT/MTTR and productivity for the project.
- Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
- Identified skill gaps within the team and developed comprehensive training plans to address these deficiencies effectively.
Team Lead-Operations
Tech Mahindra Ltd
Chandigarh
08.2016 - 03.2017
- Assisted the Sales teams of Verizon for EMEA region in all backend activities and new opportunity identification
- Attended weekly Sales calls and function as part of the larger Sales Team
- Responded to customers inquires related to quotes and orders.
Team Lead-Operations
Tech Mahindra Ltd
Chandigarh
12.2010 - 07.2016
- Spearheaded gamut of tasks involved in error correction & error analysis using pre-defined error correction procedures, utilizing various tools & applications (Clarify, Remedy, Telegence and Care Switch Control systems, Billing, End to End monitoring tool, Snooper etc.) along with knowledge of Telecom and GSM
- Ensured successful and timely completion of network provisioning transactions, appropriate and relevant measurement and communication of provisioning transactions
- Coordinated between onsite & off-shore teams as well as addressed escalations from both the teams
Education
Master of Arts - English Literature
PANJAB University
Post Graduate Diploma in Personnel Management & Industrial Relations -
Bharatiya Vidya Bhavan
Bachelor of Science -
S.G.G.S. College
Skills
Operations Management
Project Management
Service Level Agreement (SLA)
Quality Assurance (QA)
Process Excellence
Analytics Data-Driven Decision Making
Stakeholder Collaboration
Strategic Planning
Customer Relationship Management
Process Improvement
Customer Service
Certification
Google Certified Project Management Course by Coursera [in progress]
Awards
- Women's Leadership Program Alumni
- Making Great Hiring Decisions Certified
- Outstanding Leader Award
- Employee of the Year Award
Timeline
Group Manager-Operations
Amazon Development Centre Pvt. Ltd
06.2022 - 7 2024
Team Manager-Operations
Amazon Development Centre Pvt. Ltd
08.2018 - 05.2022
Sr. Team Lead Operations
Tech Mahindra Ltd
04.2017 - 08.2018
Team Lead-Operations
Tech Mahindra Ltd
08.2016 - 03.2017
Team Lead-Operations
Tech Mahindra Ltd
12.2010 - 07.2016
Master of Arts - English Literature
PANJAB University
Post Graduate Diploma in Personnel Management & Industrial Relations -
Bharatiya Vidya Bhavan
Bachelor of Science -
S.G.G.S. College
Google Certified Project Management Course by Coursera [in progress]
In-house Training offered in DBMS, Team Lead Development Program (TLDP), UNIX Level 1 & Information Technology Infrastructure Library (ITIL V3 Foundation Level Certified)
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