Hi, I’m
Shruti Sharma
Operations Manager
Summary
Dynamic and results-oriented professional with extensive experience in operations management and client relations, notably at Dynamic Memory Pvt. Ltd. Excelled in project management and workforce training, significantly enhancing team productivity and customer satisfaction. Skilled in leveraging excellent communication abilities and project management tools to achieve organizational goals.
Overview
7
years of professional experience
2
Languages
Work History
Craftonix Pvt. Ltd
Manager Operations & Client Relations
02.2024 - Current
Job overview
- Oversee daily company operations to ensure seamless workflow.
- Actively participates in the hiring process, identifying and onboarding top talent and ensure smooth induction process.
- Ensure comprehensive employee training programs were conducted.
- Closely monitor agent performance in terms of quality, productivity, and attendance.
- Contribute to building a high-performing team to enhance the overall employee experience.
- Implement measures to maximize team efficiency and productivity.
- Conduct audit training and mentorship to unlock team potential.
- Submit the daily, weekly,monthly, and quarterly reports to the reporting manager.
- Collaborate with cross-functional teams to address customer needs and escalate complex issues as necessary.
- Identified opportunities for process improvement to enhance customer experience.
- Ensure all statutory requirements and documents were in compliance through regular communication with auditors.
- Monitor firm finances, including expenses and income.
Dynamic Memory Pvt.Ltd
Operations Manager
7 2020 - 10.2023
Job overview
- Directed day-to-day operations by implementing short-term and long-term strategies to achieve organizational goals.
- Resolved interdepartmental challenges to improve overall performance and efficiency.
- Recruit, interview, and select employees.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Make recommendations to management concerning such issues as staffing decisions or procedural changes.
- Strategically planned resources for optimal operational efficiency during peak hours, weekends, and holidays.
- Managed leave requests and shift schedules effectively.
- Successfully introduced new IVR software solutions tailored to requirements, significantly improving work efficiency and achieving desired goals.
- Provide technical support during software installation or configuration.
- Met or exceeded individual and team performance goals related to customer satisfaction, response time, and resolution.
- Enforced operational policies and procedures to maintain consistency and efficiency.
- Implemented a customer feedback loop leading to continuous improvements in products and services.
- Prepared and presented regular reports on operational performance to senior management.
- Managed resource allocation and utilization for optimal inventory levels and oversaw procurement processes.
- Defined KPIs to measure the success of the telephonic solution, including uptime, call quality, user satisfaction, and cost savings.
- Coordinated and trained the team for public events, ensuring smooth execution by monitoring their performance throughout.
- Streamlined workflows and eliminated bottlenecks, resulting in improved overall productivity.
Heritage Associates
Research Associate,
03.2017 - 03.2020
Job overview
- Managed a team of six to achieve the desired goals.
- Delegated tasks based on the team mates potential to achieve overall team efficiency.
- Sorted data into well-organised formats and utilised it as per the projects requirement.
- Interpreted data analysis results to draw inferences and conclusions and designed presentations summarising research findings.
Education
NMIMS
Pursuing Online MBA from Operations Management
Maharaja Sayajirao University of Baroda
Master of Arts
University of Delhi
Bachelor of Arts from History
Skills
Systems implementation
Multi-unit operations management
Performance reporting
Workforce training and development
Process improvement
Accomplishments
- Received the Gold Medal for outstanding academic performance during postgraduate studies.
- Promoted from Course Coordinator to Operations Manager within six months of joining the organization.
- Streamlined workflows by consolidating lengthy processes and eliminating redundant documentation, resulting in more efficient and timely goal completion.
- Enhanced customer reviews by effectively managing staff to successfully address and resolve customer complaints.
Timeline
Manager Operations & Client Relations
Craftonix Pvt. Ltd
02.2024 - Current
Research Associate,
Heritage Associates
03.2017 - 03.2020
Operations Manager
Dynamic Memory Pvt.Ltd
7 2020 - 10.2023
NMIMS
Pursuing Online MBA from Operations Management
Maharaja Sayajirao University of Baroda
Master of Arts
University of Delhi
Bachelor of Arts from History