Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Projects delivered
Personal Information
In house certifications
Projects delivered
Personal Information
Generic

Simty Sharma

Delhi

Summary

"Experienced operations and L&D professional with 20 years of expertise. Focused on maximizing resource utilization to achieve organizational goals. Skilled in coaching, auditing , staff development, and operational efficiency, with a proven track record in cross-functional team success and process improvement."

Overview

22
22
years of professional experience
1
1
Certificate

Work History

Director Learning and Development

Teleperformance
11.2024 - Current
  • Facilitate organization-wide L&D initiatives for career capacity building.
  • Spearhead talent pool development with accurate forecasting.
  • Cultivate stakeholder relationships to drive key initiatives.
  • Build strong relationships with colleagues, stakeholders, and partners, focusing on common goals.
  • Develop professional programs for high-performing teams.
  • Conduct periodic business reviews and assess performance.
  • Mitigate business risks through performance assessment, and corrective actions.
  • Prioritize tasks, ensure adaptability, and manage multiple projects. Manage crises to minimize business impact.
  • Ensure compliance with organizational policies and procedures.

Sr Manager Learning and Development

Teleperformance
01.2023 - 10.2024
  • Analyzed performance data and maintained stakeholder relationships to support business objectives.
  • Provided leadership, mentoring, and program knowledge to new managers.
  • Developed strategies to enhance efficiency, reduce repetition, and boost productivity.
  • Guided change management for the smooth adoption of new practices.
  • Delivered training to improve employee effectiveness.
  • Conducting audits to ensure compliance.

Manager - Learning and Development

Teleperformance
05.2019 - 12.2022
  • Strategizing L&D initiatives and programs for Teleperformance, India.
  • Designing and delivering career development training for all verticals (Operations, QA, Training, and WFM).
  • Driving compliance of the internal framework and managing content.
  • Creating e-learning courses using an LMS.
  • Driving and mapping the completion of skill-based e-learning courses at the organizational level.
  • Performing quarterly audits for all verticals (Operations QA, Training, and WFM).
  • Conducted performance evaluations and provided coaching and feedback to team members.
  • Partnered with senior leaders to ensure alignment between organizational objectives and employee learning goals.
  • Participated in global Learning and Development webinars to stay updated with industry best practices.

Team Manager - Escalations Desk

Intelenet Global Services
01.2015 - 04.2019
  • Managed a 24/7 team of 130 FTEs for a major U.S. project. OTA, overseeing operations, delivery excellence, customer service, people management, and capability development.
  • Directed service operations to ensure quality support and minimal turnaround time.
  • Addressed escalations and customer complaints, with a focus on end-user satisfaction and key metrics (NPS, APS, CSAT).
  • Fostered teamwork and led recruitment, training, performance management, succession planning, and career progression.

Team Leader

Intelenet Global Services
01.2011 - 12.2014
  • Investigated service delivery complaints.
  • Led a team of 20 FTEs to maintain efficiency and productivity.
  • Analyzed data to identify trends and implement improvements.
  • Monitored performance metrics to spot areas for enhancement.
  • Conducted root cause analysis and developed standard operating procedures.
  • Conducted reviews to drive performance and mitigate risks.

Customer Service Representative

Intelenet Global Services
Delhi
07.2006 - 12.2010
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered incoming calls and emails, providing frontline customer support or assistance with all travel-related queries.

Medical billing representative

MD Everywhere
Noida
01.2005 - 02.2006
  • Calling the insurance companies for the claims
  • Co-coordinating with doctors and the patients for claims
  • Taking inbound calls from the patients

Sales Representative

Netvantage
Ghaziabad
06.2003 - 04.2004
  • Supervised & mentored team
  • Achieving Sales target
  • Filled in for Team Leader in their absence & preparing basic team level reports

Education

PGDBM -

IMT
Ghaziabad
01.2009

Skills

  • Employee development
  • Relationship building
  • Organizational development
  • Project management
  • People management
  • Operations management
  • Stakeholder engagement
  • Customer service
  • Team collaboration
  • Problem-solving
  • Time management
  • Risk management
  • Conflict resolution
  • Process improvement
  • Coaching and mentoring
  • Compliance and audit reporting
  • Training needs assessment
  • Cross functional training
  • Audit programs and processes
  • Attention to detail

Certification

Green Belt Certified

Great Manager Certified

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Director Learning and Development

Teleperformance
11.2024 - Current

Sr Manager Learning and Development

Teleperformance
01.2023 - 10.2024

Manager - Learning and Development

Teleperformance
05.2019 - 12.2022

Team Manager - Escalations Desk

Intelenet Global Services
01.2015 - 04.2019

Team Leader

Intelenet Global Services
01.2011 - 12.2014

Customer Service Representative

Intelenet Global Services
07.2006 - 12.2010

Medical billing representative

MD Everywhere
01.2005 - 02.2006

Sales Representative

Netvantage
06.2003 - 04.2004

PGDBM -

IMT

Projects delivered

Customer Service (CSAT improvement)

AHT reduction 

Attrition Control

Personal Information

Date of Birth: 03/11/85

In house certifications

  • STEP - Associate to Team Leader progression program
  • LEAD - Team Leader to Assistant Manager progression program

Projects delivered

Customer Service (CSAT improvement)

AHT reduction 

Attrition Control

Personal Information

Date of Birth: 03/11/85

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Simty Sharma