Sharath Nair
Thrissur
Summary
A competent professional with near to 6 years of experience in multiple fields such as logistics, BPO, backend office and administrative works with an Achievement oriented professional with excellent people management skills and capability to manage change with ease
Overview
12
12
years of professional experience
Work History
Senior Team Leader
Ienergizer
Bangalore
09.2024 - Current
- Leadership & Team Management: Led a team of 42 members, fostering collaboration, and driving productivity through effective coaching, feedback, and conflict resolution.
* Developed and implemented team training programs, improving team performance within months.
* Streamlined team workflows, resulting in an increase in efficiency and a reduction in project delivery time.
* Mentored junior leaders, preparing them for leadership roles, and contributing to internal promotion rate.
Successfully managed and motivated cross-functional teams, ensuring alignment with organizational goals, and achieving team retention rate.
Project Management & Execution:
* Directed and delivered large-scale projects on time and within budget, coordinating efforts across multiple departments.
* Spearheaded the adoption of agile methodologies, improving project turnaround time and enhancing team flexibility.
Led risk management initiatives, proactively identifying and mitigating project risks, leading to reduction in operational challenges.
* Managed the end-to-end project lifecycle, from planning and budgeting to execution and post-project analysis.
### Strategic Planning & Decision-Making:
* Played a key role in the development of long-term strategies for team growth and operational improvement, leading to increase in overall productivity.
* Provided data-driven insights to senior leadership, influencing business decisions that resulted in revenue growth.
* Initiated and led process improvement initiatives, optimizing resource allocation and achieving cost savings.
Communication & Stakeholder Management:
* Served as the primary liaison between upper management and team members, ensuring clear communication and alignment on goals and expectations.
Presented team performance reports to executive leadership, identifying areas for improvement, and recommending actionable strategies.
* Facilitated regular team meetings and one-on-one sessions to provide updates, resolve concerns, and ensure team cohesion.
Innovation & Process Improvement:
* Implemented new ways or processes that increased team productivity, leading to increase in KPIs.
* Conducted performance reviews and feedback sessions that helped improve team morale and individual contributions.
Senior Team Leader
ShadowFax Pvt Ltd
Bengaluru
08.2020 - 08.2024
- Supervises and coordinates the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Organizes training programs/ refresher courses for the associates.
- Appraises them on their performance and provides regular feedback.
- Manages the performance appraisal process for the entire team every month.
- Conducts skip level and open house meetings with CSA's.
- Generates and updates various reports like performance reports, evaluation reports, issue logs, attendance etc.
- Coordinates call calibration with the Clients and the QA team.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.
- Organizes weekly team meetings to update the team on any process changes, quality issues and team SLA and KPI's.
- Conduct monthly and confirmation appraisals for the associates by 10th of each month and provide them feedback.
- Prioritize and assign work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary.
- Devises strategies to minimize attrition & absenteeism.
- Interaction with clients to escalate real time issues and conducting product related CON-Calls.
- Conduct team briefing and de-briefings before and after each shift.
Customer Support Associate
Q Connect Business Solutions
Bengaluru
03.2018 - 02.2020
- Managed Customer Support for generating the leads and handling the NRI Clients and supporting them for Personal Loan.
- Arrange the feedback calls and Support for the NRI Clients for Personal Loan.
- Performing Cold Calling to the customers to enhance the Targeted audience and increase the sales from the provided database and pitching the personal loan and other products.
- Arranging Requisition mail to customer for the documents with the parent party after the customer has shown interest in the product.
- Maturing the lead and Processing the same to the verification team for further initiation and processes.
Senior Sales Executive
Jos Allukas Pvt Ltd.
Bengaluru
03.2013 - 06.2015
- Managed sales for in-shop Sales and Promoting the brand to the walk-in customers and guiding them for the right product.
- Handled and was Responsible to handle entire store for a month.
- Responsible for the inbound and outbound inventory management for the store.
- Generating the lead and helping in achieving the targets by promoting the schemes to the customer by organized product demonstration.
- Implemented orders in liaison with sales coordination, logistics and other relevant departments.
- Maintained records of activity and calls using the Company's Day Books in accordance with the Company's procedures and work instructions.
Education
Bachelor of Arts (B.A.) - Arts & Social Science
Glocal University
Saharanpur06.2018
Higher Secondary - XII
Maharashtra State Board
Nagpur02.2011
Skills
- Leadership Quality
- People management
- Risk Management
- Micro Management
- Knowledge of MS Office
- Strong analytical and problem-solving skills
- Managing Key Accounts
- Fluent in Multiple Languages
References
References available upon request
Languages
- English, Fluent
- Hindi, Fluent
- Malayalam, Fluent
- Kannada, Conversational
- Marathi, Conversational
Additional Information - Achievements
- Promoted as Team Leader in Shadow Fax in 05/01/21 from the position of Central Allocator due to consistent performance.
- Being Performer of the Month for Continuous 3 months in Q connect for achieving highest Leads in the team and to maintain Team AHT.
- Star Performer - Quarterly Award.
Timeline
Senior Team Leader
Ienergizer
09.2024 - Current
Senior Team Leader
ShadowFax Pvt Ltd
08.2020 - 08.2024
Customer Support Associate
Q Connect Business Solutions
03.2018 - 02.2020
Senior Sales Executive
Jos Allukas Pvt Ltd.
03.2013 - 06.2015
Bachelor of Arts (B.A.) - Arts & Social Science
Glocal University
Higher Secondary - XII
Maharashtra State Board
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