Sharad Kumar

• Create and manage opportunities in Salesforce CRM for CMT, RES, FS, and HPS clients.
• Provide clear guidance to sales leadership in opportunity pursuits.
• Create agendas, share invites, and facilitate new business meetings.
• Share outcomes and actions discussed in new business meetings with respective stakeholders.
• Work under minimal supervision and quickly learn new responsibilities.
• Pipeline cleanup to support on clear sales forcaste from MMS reports
• Support team activities for month-end and quarter-end.
• Create and manage customer relationship with appropriate approval on ATI form and tag to the right FC.
• Grant various levels of access to stakeholders at MC, FC, CR, and opportunity levels with different approvals.
• Coordinate with cross-functional teams like CFM, PMO, and V&A teams.
• Assist other CGs team members when they need support.
• Share knowledge among team members to streamline processes.
• Continuously review process handbooks and updates to stay current.
• Attend team calls, process updates, and other sales operations training.
• Prepare various MMS report on Sales forecast for leadership insight

• Supporting deal team on various pricing in MMP

• Managing Project Management team and supporting for escalations, fallbacks and support needed for Spanish
• Ensure the system, process, and methodologies as specified are followed to ensure customer business is effectively monitored, controlled
• Handling High-revenue Onshore Customers for Spanish Language support, Escalations and Queries
• Queue management and order management effectively to avoid falling in overdue

• Own and deliver service improvement initiatives for customer account development
• Generating Business Excellence Project

• Attend client calls, instant messaging chats, and emails in Spanish to handle day-to-day activities and address all queries related to production and support.
• Support team members who are non-Spanish speakers.
• Provide internal vocabulary training for new hires based on management requests.
• Manage the Spanish Ad Trafficking process.
• Test and approve creative content, including Flash (AS2 and AS3), images, and all third-party vendor tags.
• Generate various weekly and monthly client and internal reports.
• Provide strategic analysis and insights on campaign delivery and optimization.
• Serve as the designated point of contact for all trafficking issues, troubleshooting any campaign or creative issues that affect trafficking, implementation, or reporting.
• Conduct weekly client updates and training sessions for peers, including refresher training.
• Handle all escalations with necessary day-to-day actions.
• Troubleshoot and test creative content and make it ready for trafficking on live environment

• Handle live calls from Credit One Bank’s cardholders, addressing all their queries related to credit cards in Spanish.
• Participate in weekly representative sessions with Credit One Bank’s quality managers and team leaders to discuss calls and issues related to answered calls.
• Engage in email and chat conversations with Credit One Bank’s officials regarding call quality.
• Manage important call escalations, even during offline hours.
• Follow transition procedures and prepare documents in accordance with the guidelines laid down in the Integrated Quality Management System Project Procedures Manual.