Sharad Sachdev
Noida
Summary
Dynamic professional with extensive experience in customer service delivery and project management. Proven track record in process improvement and team management, enhancing operational efficiency. Skilled in data analytics and committed to fostering strong client relationships, ensuring timely resolution of issues and driving customer satisfaction.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Head - Customer Support
Ikeda Limited
Gurugram
08.2024 - Current
- Process re-engineering for system upgradation.
- Coordinating with the partner banks and technology partners.
- Managing team leads for successful delivery and implementing strategies for the initiatives to smooth the processing of services.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Ensuring timely and effective resolution of customer issues, minimizing wait times, and escalations.
- Responsible for the delivery of activities such as KYC, contact centre, activation, and management of services.
- Daily transaction monitoring and coordinating with cross-functional teams for proactive resolution and reduction of complaints.
- Regular training for the in-house and field teams for the improvement of the quality of service.
Project Manager
Germanium Technologies Limited
New Delhi
11.2016 - 08.2024
- Responsible for the delivery of the project end-to-end for the Ministry.
- Coordination with the Project IT Development/Support Team for application development and maintenance.
- Responsible for maintaining the P&L for the project.
- Instrumental in the automation of the process, along with SOP creation for the project.
- Ensuring delivery within the desired SLA.
Senior Manager - Operations (Center Head)
Dr. ITM Limited
Noida
08.2014 - 10.2016
- Managed Services (KPO) - Tata Teleservices Ltd.
- BPO Operations (Outbound Calling) - Idea Cellular Ltd.
- Digitalization (Document Scanning) - Supreme Court of India & Ministry of Finance.
Sr. Manager - Customer Service Delivery
Tata Teleservices Limited
Noida & Jaipur
11.2004 - 09.2013
- Worked for Process Re-engineering and automation of services
- Call Center Process (Inbound & Outbound Tele-verification and Welcome Call) and Field Address Verification.
- Ensuring overall budgetary control for the process.
- TRAI Compliance on Welcome Letter & Bulk Connections.
- Postpaid Operations (Acquisition Process Management).
- Important Projects: 'Project Manthan' - Re-Verification Project - As per the DOT guidelines, we have physically verified all the subscriber agreement forms of existing subscribers.
- 'New Welcome Letter' - Automated generation of welcome letters for new customers.
- 'New Activation Process' - In this project, we have migrated the entire activation process of the company from post-verification activation to pre-verification activation.
- Deputy CSD Head for Rajasthan circle.
Risk & Collection Head
ICICI Bank Limited
Bareilly & Agra Zone
12.2002 - 11.2004
- As a Risk & Collection Head of Bareilly and Agra Zone Covering 14 towns including Complete Tarai Belt of Uttarakhand along with Moradabad and Rampur.
- Handled Collections and Recoveries for all Secured and Unsecured Products.
Finance, Credit & Collections Executive
Escotel Mobile Communications Ltd (Escorts Group)
Roorkee & Bulandshahr
07.1999 - 12.2002
- Collections for the Zone.
- Credit Control for Zone Customers.
- Control over Cost of Collections (Cost and Bad Debt) for the Zone.
Accounts Officer
Dewan Group of Industries
New Delhi
01.1995 - 07.1999
- As an accounts officer, I have managed all the foreign exchange documentation and banking transactions.
- I have assisted in preparation and Finalization of Books of Accounts (Balance Sheet) etc.
Education
M. B. A. -
National Institute of Management
06.2010
B. Com -
C. C. S. University
06.1993
Skills
- Customer Relationship Management
- Project management
- Team Management & Training
- Accounts Receivable
- BPO/KPO Data Analytics
- Customer Service Delivery
- Process re-engineering
- Quality assurance
- Cross-functional coordination
- Strategic thinking
- Conflict resolution
Certification
Project Management Program (PMP), Project Management Institute
Timeline
Head - Customer Support
Ikeda Limited
08.2024 - Current
Project Manager
Germanium Technologies Limited
11.2016 - 08.2024
Senior Manager - Operations (Center Head)
Dr. ITM Limited
08.2014 - 10.2016
Sr. Manager - Customer Service Delivery
Tata Teleservices Limited
11.2004 - 09.2013
Risk & Collection Head
ICICI Bank Limited
12.2002 - 11.2004
Finance, Credit & Collections Executive
Escotel Mobile Communications Ltd (Escorts Group)
07.1999 - 12.2002
Accounts Officer
Dewan Group of Industries
01.1995 - 07.1999
M. B. A. -
National Institute of Management
B. Com -
C. C. S. University