Shashi Sharma

Results-driven Consultant with comprehensive experience leading and improving industry operations. Uniquely qualified to navigate rigors of latest standards, specifications and protocols for organizational and regulatory needs fulfillment. Lends complex roadmaps and calls-to-action to regularly achieve ambitious objectives.

Worldwide Network Services, 06/2004 till date, WNS is a leading global Business Process Outsourcing company. Assisting the stakeholders for deploying OPEX framework. Accountable for regular deliverables –Review / Audit OPEX framework across accounts. Sharing Early alerts of process and business risks. Responsible for delivering 100% quality to the stakeholders. Maintaining quality and meet short/strict deadlines. Assisting in activities related to productivity improvement, quality initiatives. Driving lean and six sigma culture. Conducted Brainwave road shows for Pune to educate the production floor about brainwaves and encourage team to submit ideas to improve productivity and reducing errors. Analyze and prepare Weekly performance review based on External surveys (CSI) and providing insights to teams with regards to controllable and non-controllable issues. Helping QCs to design action plans for the Bottom performers with regards to soft skills enhancement and process improvement. Preparing batch-wise training reports based on Quality performance. Giving inputs for Senior management meetings with regards to weekly reviews. Initiating performance improvement activities by conducting team briefings, call listening sessions and conducting activities to reward and recognize top performers on a monthly basis. Designing Improvement plans as per operational needs derived from External CSAT and internal Quality evaluations. Provide timely reports, updates as required by the internal/external customer. Prepared FMEA for process. Created ISO documents and facing ISO internal audits., WB project on CSAT BQ’s for Reissue LOB, Kaizen on reducing errors in Reissue, Kaizen on automation (Evaluation form), Mentor WB project on Improving CSAT for BQ agents, Mentored WB project on Improvement on accurate and complete documentation, Mentored brainwave for Hard QNS, Brainwave for process improvement, Pareto Analysis to detect error, Created Quality form for the process, Mentored WB project for improving QA score for AAD, Groomed all team members on excel and PowerPoint, Reduction in agent error.

• American Voice and Accent
• Failure Mode Effect Analysis
• Process Mapping Toolkit
• Root Cause Analysis
• VSM
• Reality training for sales
• Six Sigma Yellow Belt
• Six Sigma Green Belt
• Lean methodology
• Telephone Etiquette & Soft Skills
• Nice to evaluation
• Excel training
• ISO 2001-2015

12+ years

• Perform consistently in meeting deadlines chalked out to me
• Versatile/Flexible, Accept ownership, Reliable
• Have always sustained & promoted a healthy & positive environment amongst the team
• Maintained minimum errors & maximum accuracy
• Participation in creative solutions

• Date of Birth: 06/04/1979
• Marital Status: Married

• Black Belt Certified
• Certified Voice and Accent Coach
• ISO 9001

• Awarded for completing Client Benefits Projects
• Client appreciation for reduction in retail loss