Summary
Overview
Work History
Education
Skills
Languages
Awards Recognition
Timeline
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Sukrati Sharma

New Delhi

Summary

Client-focused operations leader with six years of experience in payroll and HRFS. Strong background in stakeholder engagement and SLA governance, ensuring effective service delivery. Skilled in managing escalations and optimizing processes to boost client satisfaction. Experienced in leading teams and implementing strategic initiatives for operational excellence.

Overview

6
6
years of professional experience

Work History

Partner Client Manager

Wipro Ltd.
Noida
10.2024 - Current
  • Lead Quarterly Stewardship meetings and monthly client calibrations, representing Customer Care (CC) in internal and external forums.
  • Influence client decisions through insights from call analysis and service trends.
  • Support new client implementations by preparing handoffs, stabilization plans, and operational setup.
  • Act as a CC subject matter expert and lead back-office integration efforts.
  • Manage client escalations, monitor SLAs, and drive resolution strategies.
  • Lead weekly and monthly client meetings, and ensure timely updates on service performance.
  • Identify training needs, update the curriculum, and conduct weekly pod meetings to align on operations, cross-training, and client-specific training.
  • Ensure timely closure of year-end CC delivery items.
  • Execute service delivery enhancement projects and implement transformation initiatives.
  • Develop and maintain CC Desktop tools and SharePoint content.
  • Share client updates and domain knowledge regularly with the CC team.
  • Coordinate with domain teams to reduce turnaround times and improve case management.
  • Proactively communicate staffing impacts and escalate concerns to senior leadership.

Assistant Manager

Wipro Ltd.
Noida
02.2023 - 09.2024
  • Supervised floor operations to enhance team performance in high-volume service environment.
  • Delivered training for new hires and assessed cross-training and skill development needs.
  • Contributed to process improvements and spearheaded team development initiatives.

Senior Customer Care Representative

Wipro Ltd.
Noida
01.2022 - 01.2023
  • Oversaw daily operations and coached new hires to enhance team performance.
  • Strengthened customer engagement through effective communication and support strategies.

Customer Care Representative

Wipro Ltd.
Noida
07.2019 - 12.2021
  • Delivered customer support in US Payroll, HRFS, and Health & Welfare domains.
  • Developed foundational expertise in client servicing and operational delivery.
  • Resolved customer complaints with empathy and professionalism in a timely manner.

Education

Master of Arts - English

Indira Gandhi National Open University (IGNOU)
New Delhi, India
12-2024

Bachelor of Arts -

School of Open Learning, University of Delhi
New Delhi, India
01.2019

Skills

  • Client relationship management
  • Service delivery operations
  • SLA monitoring
  • Project management
  • Root cause analysis
  • Operational administration
  • Customer experience and CSAT
  • Communication and presentation skills
  • Training and development
  • Knowledge management
  • Time management and prioritization
  • Team collaboration and leadership
  • Stakeholder communication and governance
  • Data visualization (Tableau, Cognos)
  • HR and payroll systems (Workday, CS Pro, HRX Assist)
  • Reporting and compliance (Genesys Cloud, ALIS, Knowledge Central)
  • Customer service

Languages

  • English, Fluent
  • Hindi, Fluent

Awards Recognition

  • Dazzle Award (2×) – exemplary performance and consistency
  • Blaze Award (2×) – for driving high-impact initiatives with passion
  • Extra Mile Award – going beyond role to resolve client escalations
  • Illuminate Award – solutions-focused thinking and innovation
  • Being an Ally Badge (5×) – supporting diversity and inclusive leadership
  • Wellbeing Warrior Badge – championing wellness initiatives across teams

Timeline

Partner Client Manager

Wipro Ltd.
10.2024 - Current

Assistant Manager

Wipro Ltd.
02.2023 - 09.2024

Senior Customer Care Representative

Wipro Ltd.
01.2022 - 01.2023

Customer Care Representative

Wipro Ltd.
07.2019 - 12.2021

Master of Arts - English

Indira Gandhi National Open University (IGNOU)

Bachelor of Arts -

School of Open Learning, University of Delhi

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Sukrati Sharma