Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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Shubham Sharma

Shubham Sharma

New Delhi

Summary

Have been linked with 8 years in customer service and over 5 years of managerial expertise as a service leader. Led cross-functional collaboration between customer service, sales, and product teams to develop and implement a customer loyalty program, resulted in a 20% enhanced in customer retention and a 10% boost in annual revenue. Spearheaded the implementation of innovative automation solutions in the current and past companies that reduced manual workload by 50%, resulting in annual cost savings of $200,000.

Overview

8
8
years of professional experience

Work History

Assistant Manager

Gurgaon
11.2022 - 03.2024
  • Oversee and manage the Customer Support team, ensuring timely and effective resolution of complex issues, and monitor customer engagement from onboarding through the entire customer lifecycle.
  • Analyze ticket trends and root causes, implementing data-driven tech interventions to reduce ticket flow and enhance the customer end-to-end experience.
  • Work closely with Retention teams on strategies to reduce costs, lead time, and improve customer satisfaction.
  • Ensure the smooth functioning of CRM Campaign Management, including strategizing and developing automated drip campaigns for the customer lifecycle.
  • Coordinate with cross-functional teams to translate business goals into effective short-term and long-term campaigns.
  • Provide regular reports and insights to senior management, offering recommendations for process enhancements and ensuring optimal performance and compliance of CRM systems.

Team Leader

OYO Hotels & Homes Pvt Ltd.
Gurgaon
01.2019 - 11.2022
  • Monitor performance metrics, including targets, call productivity, First Response Time (FRT), Customer Satisfaction (CSAT), talk time, and agent availability.
  • Optimized customer support operations smooth functioning of the customer support in the most adverse situations during Festivities and Vacation periods.
  • Implemented advanced data analysis techniques to perform a forecast analysis, predicting property churn with 90% accuracy, fixed property churn by 25% and saved $15,000 in annual revenue.
  • Developed and integrated a cancellation booking monitoring model, identified lag patterns and overcome revenue damage by 15%, saving $20,000 annually.
  • Streamlined communication channels between Ground management, Support groups, and cross-functional teams to swiftly address customer pain points, resulting in a 25% decrease in customer escalations and a 15% increase in customer satisfaction scores.
  • Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development.

Senior Ops Associate

Foodpanda
Gurgaon
09.2017 - 01.2019
  • Managed social media escalations with effective resolution and supervisor chats.
  • Facilitated support and conducted training sessions for new joiners.

Junior Engineer

Ienergizer
Noida
04.2016 - 11.2016
  • Delivered technical support to customers through phone calls.

Education

Bachelor of Science -

Kanpur University
2017

Skills

  • Operational planning
  • KPI and Risk management
  • Training and goal- development planning
  • Project Management
  • Strategic Planning
  • Ms-excel expertise
  • PPT presentation
  • Tech/Bot implementation
  • CRM management
  • Competitor Analysis
  • Cost Reduction

Accomplishments

Data-Driven Tech Interventions :

  • Chat bot implementation in customer support that reduced flow by 20%.
  • Designed and implemented a self-knowledge base and interactive chat FAQs within the LMS that achieved a 15% reduction in customer support calls.
  • Analyzed ticket trends/root caused and implemented tech interventions to reduce ticket flow that resulted in an additional 5% reduction in support tickets.

Training Program Development:

  • Developed and delivered comprehensive training programs for customers on system setup, application usage, and software integration that resulted in a 10% decrease in customer support inquiries and improved user adoption rates.
  • Created weekly training sessions for teachers and students on new product updates, company policies, and system changes that increased end-user satisfaction by 25% and decreased support tickets by 30%.

Workflow Optimization:

  • Optimized workflows by consolidating intricate processes and eliminating redundant documentation that enhanced efficiency and timely project completion through the integration of new tools, saving manpower by 10%.

Refund Policy Revamp:

  • Created and developed critical refund policies to exceed quality and production targets that reduced expenses by 15%.
  • Optimized workflows by consolidating intricate processes and eliminating redundant documentation, leading to enhanced efficiency and timely project completion through the integration of new tools that save the manpower by 10%.

Affiliations

  • Planetspark Chessmaster
  • OTA Ops People Man Award in Oyo
  • OTA OPS Stalwarts Award in Oyo

Timeline

Assistant Manager

11.2022 - 03.2024

Team Leader

OYO Hotels & Homes Pvt Ltd.
01.2019 - 11.2022

Senior Ops Associate

Foodpanda
09.2017 - 01.2019

Junior Engineer

Ienergizer
04.2016 - 11.2016

Bachelor of Science -

Kanpur University

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Shubham Sharma