Sharadha Venkat
Team Leader
Avadi
Summary
Energetic Project Leader with a 5 year background in project leadership. Talented in coordinating internal resources for the flawless execution of detailed projects. Adept in monitoring performance by utilizing appropriate tools and techniques.
Overview
18
18
years of professional experience
Work History
Project Lead
Allstate USA Clients
01.2023 - 01.2025
- Successfully led and transitioned two pilot projects within the Auto Finance claims process, ensuring seamless knowledge transfer and operational stability.
- Managed two high-performing teams (109 employees) driving productivity, collaboration, and consistent delivery of service excellence.
- Demonstrated the ability to work under pressure, maintaining accuracy, efficiency, and team morale in fast-paced, high-volume environments.
- Championed a strong customer service culture by coaching teams to better understand customer expectations, and enhance the overall customer experience.
- Utilized strong analytical skills to interpret complex data, identify key insights, evaluate alternatives, and assess risks to support decision-making.
- Led a diverse team to optimize workflow efficiency and improve service delivery through process improvements and performance monitoring.
- Designed and implemented training and development programs that elevated team capabilities, improved performance, and increased employee engagement.
- Streamlined operational processes through performance data analysis, resulting in higher productivity and reduced turnaround times.
- Collaborated with cross-functional teams to align project objectives, ensuring on-time completion and adherence to quality and compliance standards.
- Led cross-functional teams to successfully implement project milestones, enhancing overall project delivery timelines and client satisfaction.
- Developed comprehensive project plans, ensuring alignment with strategic goals while effectively managing resource allocation and risk assessments.
- Facilitated stakeholder meetings to gather requirements and provide status updates, fostering collaboration and transparent communication throughout project lifecycles.
- Mentored junior team members in project management best practices, resulting in improved team performance and increased project efficiency.
- Analyzed project performance data to identify areas for improvement, driving continuous enhancements in project execution and client outcomes.
- Coordinated with internal teams to ensure the timely delivery of project components, maintaining high quality, and compliance standards.
- Implemented risk management strategies to proactively address potential project challenges, minimizing disruptions, and ensuring project continuity using Lean Sigma.
- Partnered with project team members to identify and quickly address problems.
- Collaborated with cross-functional teams to ensure seamless integration of various project components.
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
- Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
- Saved costs on multiple projects by identifying opportunities for process improvement and implementing cost-effective solutions.
- Oversaw development and execution of project timelines, significantly reducing delays.
- Recruited and oversaw personnel to achieve performance and quality targets.
Team Leader
WIPRO LTD AUSTRILA/NE Clients
01.2018 - 01.2022
- Selected for the NBN (National Broadband Network) Pilot Project in 2018, earning the opportunity to work onsite in Melbourne, Australia, directly collaborating with clients and business stakeholders.
- Received end-to-end process training onsite and led the successful setup of the NBN process in Pune, India, establishing the foundation for a large-scale operation.
- Trained and guided the India-based team, contributing to the project’s initial launch with 50+ seats, which has now expanded to over 100 employees due to the process’s success and stability.
- Demonstrated strong ability to work under pressure while maintaining high accuracy, efficiency, and customer focus.
- Promoted a culture of exceptional customer service, ensuring teams understood customer needs, expectations, and pain points to drive improved service delivery.
- Mentored junior team members, encouraging collaboration, continuous learning, and team synergy to strengthen overall performance and morale.
- Conducted regular performance reviews, providing actionable feedback that led to measurable improvements in productivity, quality, and employee engagement.
- Championed the adoption of new technologies and tools that improved workflow efficiency, reduced manual efforts, and enhanced operational capabilities.
- Managed resource allocation, workforce scheduling, and capacity planning to support smooth operations and meet strategic business objectives.
- Effectively handled conflict resolution, helping to maintain a positive and high-performing team environment.
- Improved customer satisfaction ratings by monitoring service quality, addressing escalations promptly, and implementing process improvements.
- Led a diverse team to enhance workflow efficiency and improve service delivery in a fast-paced environment.
- Developed and implemented training programs that improved staff performance and increased employee engagement across teams.
- Streamlined operational processes by analyzing team performance data, resulting in improved productivity and reduced delays.
- Collaborated with cross-functional teams to align project goals, ensuring timely project completion and adherence to quality standards.
SENIOR EXECUTIVE
WIPRO LTD AUSTRILA/NE Clients
01.2016 - 01.2018
- I worked on the Telstra Cable Care project for one year, handling 25 to 30 customer calls per day, and assisting customers with modem activations and technical troubleshooting.
- Progressed to the HFC (Hybrid Fibre Coaxial) process within a year, creating licenses for Telstra customers to enable cable internet services.
- Promoted to Trainer in 2018 for both Cable Care and HFC queues, conducting product and process training, onboarding new team members, and ensuring consistent service quality.
- Managed high-priority escalations, including TIO (Telecommunications Industry Ombudsman) cases, Code Red emails, and complex service issues requiring urgent resolution.
- Transitioned to the NBN Pilot Project in late 2018, contributing to process setup, client coordination, and knowledge transfer activities.
- Currently responsible for booking truck rolls for NBN infrastructure deployment across technologies such as FTTP, FTTC, FTTN, FTTB, and HFC, ensuring accurate scheduling, and seamless field operations.
- Led cross-functional teams to implement strategic initiatives, driving project success, improving workflow efficiency, and enhancing operational performance across multiple client engagements.
CUSTOMER RELATIONS ADVISOR
TECH MAHINDRA UK Clients
01.2015 - 01.2016
- Worked in the Three UK Mobile Broadband process, handling customer calls related to service activation, device setup, and connectivity troubleshooting.
- Assisted customers with dongle configuration to enable internet access, providing step-by-step guidance to ensure seamless activation and usage.
- Performed remote access troubleshooting to diagnose and resolve connectivity issues, ensuring minimal downtime and improved customer experience.
- Delivered customer-centric support, prioritizing clarity, empathy, and effective resolution to meet high service expectations.
- Consistently met key performance metrics, including First Time Resolution (FTR) and Customer Satisfaction (CSAT), contributing to overall team performance and service quality.
CUSTOMER CARE REPRESENTATIVE
RRD USA Clients
01.2007 - 01.2014
- Handled 30+ customer calls daily, supporting tasks such as signing up new customers, retrieving account information, presenting relevant product offerings, and processing cancellations.
- Promoted as Senior Executive within one year, responsible for training new joiners and ensuring they met performance and quality benchmarks.
- Maintained an impressive 85% client satisfaction rating, earning multiple appreciations from business partners, as well as onshore and offshore clients.
- Proposed and implemented a customer retention strategy that reduced cancellation rates by 5%, contributing to improved customer loyalty, and business stability.
- Advanced to Subject Matter Expert (SME) in 2010 and transitioned to a B2B project, acting as a key liaison between Sales Teams, Business Partners, and Development Teams.
- Facilitated end-to-end coordination for the creation of templates, ensuring that requirements were clearly defined and approved before transferring them to the printing team for final production.
- Managed a team of 22 employees, overseeing performance, workflow distribution, quality assurance, and day-to-day operations to deliver consistent and efficient output.
Education
B.A. - Economics
Osmania University
Hyderabad, AP01.2000
Skills
- Quality Audit, Training & Coaching – Skilled in evaluating performance, delivering training, and providing actionable coaching to improve outcomes
- Microsoft Office Suite – Advanced proficiency in Excel, Word, PowerPoint, and Outlook
- Excellent Communication Skills – Strong verbal and written communication across diverse teams and audiences
- Problem Solving – Adept at analyzing issues, identifying root causes, and implementing effective solutions
- Team Leadership – Experience leading teams, fostering collaboration, and achieving performance targets
- Project Management – Capable of planning, executing, and monitoring projects to ensure timely and successful delivery
- Process Optimization – Skilled at streamlining workflows and improving operational efficiency
- Customer Service – Strong focus on customer satisfaction, conflict resolution, and support quality
- Data Analysis – Ability to interpret data, generate insights, and support data-driven decision-makingQuality Audit/ Training & Coaching
AWARDS
- Employee of the Quarter, July 2023 – AllState
- Best TL Of the Quarter - Mar 2021-Wipro Ltd.
- Best Trainer, 2017 – Wipro Ltd.
- Quick Learner Award, 2010 –Tech M
- Employee of the Month, January 2007 – RRD
DECLARATION
I hereby declare that all the statements mentioned above are true and complete to the best of my knowledge and brief. Yours Faithfully, (V Sharadha)
Timeline
Project Lead
Allstate USA Clients
01.2023 - 01.2025
Team Leader
WIPRO LTD AUSTRILA/NE Clients
01.2018 - 01.2022
SENIOR EXECUTIVE
WIPRO LTD AUSTRILA/NE Clients
01.2016 - 01.2018
CUSTOMER RELATIONS ADVISOR
TECH MAHINDRA UK Clients
01.2015 - 01.2016
CUSTOMER CARE REPRESENTATIVE
RRD USA Clients
01.2007 - 01.2014
B.A. - Economics
Osmania University