Shashi Sharma
Summary
Over the period of the last 5+ years, I have groomed myself professionally in aspects of Customer Services covering the aspects of the Service industry including Operations, Quality, Training, Team Management, and mentoring covering Customer Services across varied clientele. Professionally intend to train myself on the next levels of management, including handling bigger teams, projects, transitions & migrations, thus not limiting myself to being a specialized expert in Customer Service.
Overview
6
6
years of professional experience
Work History
Branch Manager
F1 Info Solutions and Services Private Limited A Flipkart Group Company
10.2023 - Current
- Managing a team of 18th staff members, resulting in a 20% increase in team productivity and a 10% decrease in staff turnover.
- Improved compliance with regulatory requirements by implementing new policies and procedures, resulting in a 95% pass rate on all audits.
- Implemented a customer feedback program and developed strategies to improve customer satisfaction, resulting in a 15% increase in customer retention.
- Ensuring partner's compliance with company standards, maintained relationships with key partners in the region, resulting in a 20% increase in business partnerships, and a 15% increase in revenue.
- Identify and implement process improvements to increase efficiency and reduce costs, ensuring that all operations are carried out in an appropriate and cost-effective manner.
- Develop and implement branch operations strategies to ensure efficient and effective operations.
- Ensuring vendor compliance with company standards, maintained relationships with key stakeholders in the region, resulting in a 20% increase in business partnerships, and a 15% increase in revenue.
- Collaborated with the management team to develop and implement business strategies and goals
- Built and maintained strong relationships with customers, resulting in a 95% customer satisfaction rating
TVS Electronics Limited
05.2023 - 10.2023
- Ensure to achieve FCR (First Contact Resolution) at least on 70% contacts or more
- Ensuring that quality, accuracy and timelines for all the LOB's (Line of Business) are in agreement with decided SLA's
- Managing Manpower like Shrinkage, Attrition etc., to ensure 95% plus customer gets the revert/resolution at the same time to enhance the customer satisfaction ratio
- Ensuring the best PRR% (Positive Response Rate) from customers
- Building strategies to optimize cost and quality benchmarks
- Key focus on business planning and analysis for assessment of revenue potential in business opportunities
- Developing strategies to meet the assigned annual goals & implementing the industry best practices
F1 Info Solutions & Services Private Limited
08.2019 - 05.2023
- Providing leadership, guidance, and support to a team of customer service representatives, and delivering superior customer service to all members both internally and externally through example
- Develops and implements new methods, procedures, and systems to improve service performance, which resulted in 30% efficiency increase
- Effectively communicating with team members at all levels to improve staff performance and morale Acts as liaison between engineers, clients and company
- Answers engineers, client and customer questions
- Manages engineer's schedule
- Up reports of client and customer activity or complaints
- Presents reports to company director or manager
- Devises ways to improve customer service and client relationships
- Schedules meetings with prospective and existing clients
- Keeping Accurate records of All the Customer details as well
- Record technical issues and solutions in logs
Competent software Private Limited
08.2018 - 11.2018
- Pick out demanded information from documents
- Analyse data to pick out required information from court and non-court documents
- Check information errors on ERS and give a response on them
- Maintenance of quality and average work time
- Follow specific guidelines given by client to capture information
- Coordinate with different teams on requirements
- Prepare daily and monthly performance report
Education
MCA - Computer Science
IMT Faridabad
FaridabadBCA - Computer Application
IMT Faridabad
Faridabad12th - Science
Sarvodaya Bal Vidyalaya
New Delhi10th -
Sarvodaya Bal Vidyalaya
New DelhiSkills
- Operation Management Team
- Supervision and Training
- Problem solving
- MIS data handling
- Service Excellence
- Escalation Handling
- Customer relationship management
- Compliance and risk management
Accomplishments
- Improved operational efficiency by 30% through process enhancements and team training.
- Reduced costs by 20% through effective resource allocation and budget management.
- Increased productivity by 25% through effective performance management and team motivation.
- Developed and implemented a comprehensive risk management program, resulting in a 25% reduction in operational risks.
- Made significant strides in profitability, achieving a 20% increase in Gross Profit margin through efficient operations and smart financial planning.
- Exceeded targets with a 30% increase in Gross Profit percentage, demonstrating effective cost management and revenue enhancement strategies.
- Accomplishment Achieved April 2022
Timeline
Branch Manager
F1 Info Solutions and Services Private Limited A Flipkart Group Company
10.2023 - Current
TVS Electronics Limited
05.2023 - 10.2023
F1 Info Solutions & Services Private Limited
08.2019 - 05.2023
Competent software Private Limited
08.2018 - 11.2018
MCA - Computer Science
IMT Faridabad
BCA - Computer Application
IMT Faridabad
12th - Science
Sarvodaya Bal Vidyalaya
10th -
Sarvodaya Bal Vidyalaya
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Extracurricular Activities
Addressed negative Customer Point/feedback immediately. Provided a high level of product and leadership support to representatives and clients. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates. Resolved customer questions, issues and complaints. Developed rapport with the customer base by handling difficult issues with professionalism. Developed effective relationships with all call center departments through clear communication. Created training manuals targeted at resolving even the most difficult customer issues. Provided detailed monthly departmental reports and updates to senior management. Generated and distributed daily reports and order acknowledgments to appropriate personnel. Built customer loyalty by placing follow-up calls for customers who reported product issues.
Accomplishment Achieved April 2022
- Participated in Event of Marathon in JLN Stadium.
- Participated in Event of Microsoft in Cyber City Gurgaon.
- Participated in Event of Mother dairy in Badarpur New Delhi.
- Participated in Event of Book Fair in Select City Walk New Delhi.
- Participated in Event of Network Gaming Counter Strike in Saptrang 2K18 Inter College Techno Management Carnival.
- Participated in Event of International Conference on A Journey towardsPlatinum Era-Vision Rainbow Power of India (ICPVRPI).
Extracurricular Activities
Addressed negative Customer Point/feedback immediately. Provided a high level of product and leadership support to representatives and clients. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates. Resolved customer questions, issues and complaints. Developed rapport with the customer base by handling difficult issues with professionalism. Developed effective relationships with all call center departments through clear communication. Created training manuals targeted at resolving even the most difficult customer issues. Provided detailed monthly departmental reports and updates to senior management. Generated and distributed daily reports and order acknowledgments to appropriate personnel. Built customer loyalty by placing follow-up calls for customers who reported product issues.
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