Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
LANGUAGES
Timeline
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Vandana Sharma

New Delhi,Delhi

Summary

Accomplished team manager with a strong background in leading customer service operations and process teams in fast-paced settings. Demonstrated success in team development, operational enhancements, and upholding exceptional customer satisfaction rates. Proficient in cultivating a culture of excellence, responsibility, and ongoing progress by implementing impactful mentoring and coaching techniques.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Assistant Team Manager

Admiral Solutions
05.2024 - Current
  • Leading a team of service professionals to ensure timely and accurate issue resolution.
  • Managing performance metrics and conducting regular coaching sessions.
  • Collaborating with cross-functional teams to improve process efficiency.
  • Established clear performance goals, providing ongoing feedback and conducting annual reviews for each team member.
  • Analyzed performance metrics to identify areas of improvement, implementing necessary changes for continuous growth.
  • Developed strong relationships with clients, resulting in long-term partnerships and increased revenue for the organization.
  • Increased team efficiency by implementing new project management tools and strategies.
  • Developed training programs to improve team members'' skills and competencies, leading to higher job satisfaction.
  • Streamlined workflow processes, resulting in increased productivity and reduced turnaround times.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Senior Correspondent

Admiral Solutions
01.2023 - 04.2024
  • Served as point of contact for escalated issues, ensuring prompt and professional solutions.
  • Assisted team members through training and peer mentoring, preparing many for internal promotions.
  • Received the SCR of the Year 2023 award for outstanding service.

Customer Care Representative

Admiral Solutions
12.2019 - 01.2023
  • Delivered exceptional customer service in high-volume environment.
  • Maintained high customer satisfaction scores through clear communication and empathy.

Education

Bachelor of Arts - Humanities

Delhi University
School Of Open Learning

Skills

  • Leadership & Team Building
  • Coaching for performance improvement
  • Efficiency improvement
  • Effective conflict resolution
  • SLA and quality oversight
  • CRM Tools: Guidewire, Genesys, Fintech, Liveperson
  • Team performance coaching
  • Employee performance evaluation
  • Stakeholder collaboration
  • Client support
  • Clear communication
  • Operations management
  • Employee onboarding and training
  • Operational efficiency management
  • Team building
  • Mentorship and guidance

Accomplishments

  • Supervised team of 15-25 staff members.
  • Achieved and maintained 100% quality scores by continuous coaching and calibration sessions.
  • Resolved product issue through consumer testing.
  • Trained more than 15 full time associates.

Certification

  • “O” Level Certification – DOEACC Society
  • Diploma in Computer Applications – F-tec
  • Proficient in MS Office, Liveperson, Genesys, Guidewire, Fintech

LANGUAGES

English
Hindi
Punjabi

Timeline

Assistant Team Manager

Admiral Solutions
05.2024 - Current

Senior Correspondent

Admiral Solutions
01.2023 - 04.2024

Customer Care Representative

Admiral Solutions
12.2019 - 01.2023

Bachelor of Arts - Humanities

Delhi University

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Vandana Sharma