S Naveen Sharma
Rostering
New Delhi
Summary
To secure a position, while contributing my best towards the achievement and looking for a challenging assignment where I can prove my ability, working knowledge, problem solving capability through my sincerity, dedication and hard work that would give me an opportunity to grow myself in the organization.
Overview
10
10
years of professional experience
1
1
Certification
1
1
Language
Work History
Scheduling Specialist
Indigo Airlines
04.2024 - Current
- Monitor and manage daily flight schedules to ensure on-time performance and operational efficiency.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
- Optimized scheduling processes by implementing efficient software tools and organizational systems.
- Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
Lead Associate
Concentrix
01.2023 - 04.2024
- Initiated timely response to emails, voicemails, and written correspondence.
- Daily huddle with team/group meetings on achieving the KRA.
- Educate the team on KPI, execution of reports such as MTD, DSAT and CSAT updates, discussion over TNI with the team basis areas of improvement
- Coordinated weekly meetings for internal and external groups.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Mentored and guided employees to foster proper completion of assigned duties.
- Increased employee 4-5 retention by fostering a positive work environment and recognizing outstanding performance.
Sr. Customer Executive/SME
Concentrix
07.2020 - 12.2022
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Providing floor assistance and mentoring to new agents to ensure they are following correct procedures meanwhile ensuring they achieve their target.
- Daily 20 audits & 2 SBS audits
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Elevated customer service standards by introducing new training programs for front-line staff.
- Trained and guided team members to maintain high productivity and performance metrics.
Customer Executive
Concentrix
01.2019 - 06.2020
- Handled more than 200 emails customer’s queries via e-mail & Chat for Wheelz for US, Canada, New Zealand and Australian Market
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Process Associate
IGT solutions
04.2018 - 12.2018
- Ensuring speedy resolution is provided to the customers and completing monthly production target along with meeting quality target.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across 2-3 night, weekend, and holiday shifts.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Customer Service Agent
Tele Performance
08.2016 - 10.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Education
No Degree - French language (Certified level A1.1 and A1.2)
Alliance Française De Delhi
Delhi 04.2001 -
Bachelor’s - Arts
University of Delhi
Delhi01-2014
Higher Secondary - Arts
C.B.S.E Board
New Delhi01-2011
Skills
Team-oriented approach
Skilled in simultaneous project execution
Analytical decision-making
Adaptability and flexibility
Interpersonal skills
Strategic resource allocation
Consistent work performance
Accomplishments
- French Language (Certified level A1.1 and A1.2) - Alliance Française de Delhi
- Data Analysis certification from Sonsvels Solution.
- Developed or implemented new projects or systems.
- Being recognized by the clients and Received multiple RNR’s
- Resolved product issue through consumer testing.
- Collaborated with team of 8-10 in the development of Salesforce.
- Supervised team of 20 staff members.
Certification
Data Analyst
Interests
Football, sketching, travel
Timeline
Scheduling Specialist
Indigo Airlines
04.2024 - Current
Lead Associate
Concentrix
01.2023 - 04.2024
Data Analyst
10-2021
Sr. Customer Executive/SME
Concentrix
07.2020 - 12.2022
Customer Executive
Concentrix
01.2019 - 06.2020
Process Associate
IGT solutions
04.2018 - 12.2018
Customer Service Agent
Tele Performance
08.2016 - 10.2017
No Degree - French language (Certified level A1.1 and A1.2)
Alliance Française De Delhi
04.2001 -
Bachelor’s - Arts
University of Delhi
Higher Secondary - Arts
C.B.S.E Board