Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Sonali Sharma

Sonali Sharma

Bangalore/Bengaluru

Summary

  • Lean Six Sigma Green Belt Certified professional with over 8 years of experience in Operations Management, Process Improvement and Team Management across E-commerce and Internet industry
  • Successfully led the set-up of first Diversity and Inclusion and KYC Team in the entire OLX Group
  • Implemented various process improvement and lean projects
  • Dealer Experience - NPS: enhanced the DX NPS score from - 11% in April to current 9% in June
  • Suspicious Ad Ban Project: Trained moderation team on latest fraud patterns, Mos and enabled them to proactively ban the accounts which resulted in ~80% decrease in fraud ads on website
  • Automated Email Templates [designed macros]: Assisted CS team in creating automated templates for account unban ban cases which reduced the overall TAT by 3 mins and increased CSAT from 86 to 93%
  • Revamped Training Structure: developed new modules and revamped the existing modules; structured the training process and created a training planner for 6 teams

Overview

10
10
years of professional experience
1
1
Certification

Work History

Subject Matter Expert-Operations Management and Customer Support

OLX India Pvt. Ltd.
Bangalore/Bengaluru
11.2018 - 04.2025
  • Single-handedly managing 5 teams constituting 37 members including Site Auditors, Content Moderation, Fraud Detection, Dealer Experience (NPS) and KYC team.
  • Led several improvement initiatives across multiple teams and attained following results:
  • Improvement in fraud detection accuracy from 78% to 99% with the introduction of new algorithms within the tool
  • Reduction in front-end fraud by 52% by empowering the Content Moderation team to ban the fraud accounts before going live on the site
  • Improved NPS for Dealer Experience from -11% to 9% by revamping the calling script, retraining the team, designing rebuttal repository, monitoring grievances regularly etc.
  • Restructured the training system within the team; redesigned and developed modules, created a training calendar, analysed gaps, and curated training planner
  • Enhancement in tickets processing per day from 150 to 250 by reducing manual efforts and automating 70% of the process
  • Streamlined scorecards for the entire CQ team which included emphasis on quality, quantity, employee ethics and process knowledge
  • Increase CSAT of the email team from 86% to 93% within a month by taking focused training post identifying grey areas
  • Introduced PKTs, process knowledge tests, for the entire CS and CQ teams which were organized monthly to test the process knowledge of the team; allocated a separate 10% scores in the scorecard for the same
  • Created and automated the existing daily reports in order to reduce the manual efforts
  • Achieved Outstanding rating every year awarded with Value Evangelist and Star Award twice at organization level All Hands

Senior Executive

Info Edge India Ltd.
Noida
06.2015 - 10.2018
  • Managed the entire gamut of operations, such as gathering requirements, managing clients/accounts, drafting resumes, coordinating modifications as required, and so on.
  • Acted as an Assistant Team Leader, supervised 10 team members, and handled escalations.
  • Recognized as a consistent performer.
  • Overachieved production targets by the following: 2016: 130% for one month and 115% for five months; 2017: 130% for two months and 115% for four months.
  • Received several Certificate of Appreciation
  • Award for: 100% CSAT, 74% FD approvals, and nil complaints; 91.67% CSAT, 65.22% FD approvals, and 0.72 iterations; 100% CSAT, 12.03 cycle days, 1.31 iterations, and nil complaints; 91.67% CSAT, 62.67 FD approvals, and nil complaints; 130% production within 1.48 iterations and 83.3% CSAT.
  • Organized best practices sessions for all the team members across the department on topics including: improvement of CSAT, client interaction, how to handle irate clients, and time management.
  • Assisted in redesigning and enhancing repository and reference documents for the entire department
  • Won Quarterly Award for achieving 97.2% CSAT within 13 cycle days during Oct'17 -Dec'17

Education

B.Tech/B.E. - Computers

Uttar Pradesh Technical University (UPTU)
Uttar Pradesh
05-2015

Skills

  • Lean Six Sigma
  • Operations Management
  • Process Improvement
  • Business Management
  • Process Setup
  • People Management
  • Service Delivery Management
  • Stakeholder Management
  • Training
  • Process Transition
  • Data Analysis
  • Team management
  • Quality assurance

Certification

  • Lean Six Sigma Green Belt, 2018
  • Quality Management for Business Excellence, 2018

Timeline

Subject Matter Expert-Operations Management and Customer Support

OLX India Pvt. Ltd.
11.2018 - 04.2025

Senior Executive

Info Edge India Ltd.
06.2015 - 10.2018

B.Tech/B.E. - Computers

Uttar Pradesh Technical University (UPTU)

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Sonali Sharma