Shubham Sharma

High-performing professional with several years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.

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

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%.