Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Awards
Hobbies and Interests
Disclaimer
Timeline
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Vikash Sharma

Hyderabad

Summary

Accomplished professional with over 9 years of diverse experience across multiple roles, including Customer Executive, Subject Matter Expert (SME), Quality Analyst, and Team Leader. Proven track record in trust and safety operations, with extensive experience moderating images and videos to align with client guidelines. Adept at enhancing team performance and ensuring compliance with complex regulatory frameworks. Seeking a Team Leader role to leverage my expertise in fostering a culture of trust, accountability, and operational excellence.

Overview

10
10
years of professional experience

Work History

Trust & Safety Associate

Accenture Solutions Pvt. Ltd
10.2019 - Current
  • Review user-generated content in accordance with platform guidelines and policies to ensure a safe and positive user experience
  • Identify and remove content that violates community standards, including but not limited to hate speech, harassment, misinformation, and inappropriate or illegal content
  • Utilize content moderation tools and systems to efficiently process and categorize large volumes of user-generated content
  • Understanding client needs, requirements, and expectations and devise solutions accordingly
  • Responsible for taking refresher sessions and giving policy update to team members
  • Staff support for all the QA's Conducting Refresher Sessions
  • Completing the appeal & sampling audits on a weekly basis & always making sure that the feedback is shared with moderators on time
  • Maintain and improve the Quality and Consistency of our team
  • Prepare accuracy & utilization report and share with the team which will give the status of their performance.

Customer Care Executive

Conneqt Business Solutions Limited, formerly known TATA- BSS
05.2014 - 09.2019
  • Joined as a Customer care executive and worked as the same for almost 2.5+ years
  • Appointed as an SME (Subject Matter Expert) for almost one year wherein I was responsible for onboarding of both new joiners as well as bridge gap
  • During my role as an SME, I continuously provided product and process knowledge to the executives to help them get onboard
  • Helped the executives achieve to clear the final certification process
  • Promoted as Team Leader and responsibly managing the role since last year
  • As a team leader, responsible for a team of more than 25 executives
  • Handling objections, making sure each executive is completing the assigned task
  • Facilitated regular team meetings to discuss progress, address challenges, and solicit feedback from team members
  • Maintaining real-time queuing and monitoring of the data
  • Daily report generation of AHT, productivity, quality of each team member, and submitting the same to the respective manager.

Education

MBA (Finance) -

CMR Technical Campus
Hyderabad, India
01.2019

B.com (computers) -

Vivekananda Degree College
Hyderabad, India
01.2014

Intermediate (C.E.C) -

New Vision Jr College
Hyderabad, India
01.2011

SSC -

West Bengal Board of Secondary Education
Kolkata, India
01.2009

Skills

  • Communication Skills
  • Leadership Skills
  • Team Management
  • Good hands-on Ms Excel
  • Proficient in content moderation tools and platforms
  • Familiarity with community guidelines and safety standards
  • Training and mentoring
  • Risk Management
  • Task Prioritization
  • AML/KYC
  • Root Cause Analysis
  • Digital Marketing

Languages

English
Bengali
Hindi
Telugu

Personal Information

Date of Birth: 03/15/93

Awards

  • Accenture Business Encore Champion Award for 2 times
  • Received Best performance of the Month 5 times.
  • Received 0% attrition award multiple times.
  • Achieved 100% quality parameter during executive role.

Hobbies and Interests

  • Addicted to new technology. Using social networking sites.
  • Travelling and cooking

Disclaimer

I certify that the information provided in this resume is complete and accurate to the best of my knowledge. I understand that any falsification or omission may result in disqualification from consideration for employment

Timeline

Trust & Safety Associate

Accenture Solutions Pvt. Ltd
10.2019 - Current

Customer Care Executive

Conneqt Business Solutions Limited, formerly known TATA- BSS
05.2014 - 09.2019

MBA (Finance) -

CMR Technical Campus

B.com (computers) -

Vivekananda Degree College

Intermediate (C.E.C) -

New Vision Jr College

SSC -

West Bengal Board of Secondary Education

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Vikash Sharma