Vinikasha Sharma

Experienced professional with over 12 years in Customer Service and Operational Management, dedicated to enhancing client satisfaction and efficiency. Demonstrated success in leading teams, resolving client issues, and implementing process improvements that reduce error rates. Significant contributions include the development of quality programs, Spark assist model and training documentation that elevate service standards. Skilled in data analysis, with a keen eye for identifying opportunities for process improvement using AI, effectively aligning operational strategies with business objective

• Quality Program Simplification: Co-led a transformative initiative to simplify the quality program, enhancing client satisfaction and operational efficiency through integrated documentation efforts.
• AI-Driven Solutions for Missing Documents: Leveraged Spark Assist to address the critical issue of missing documents, aiming to enhance client satisfaction and operational efficiency for 600 global indices.
• Document Digitization: Spearheaded the digitization of training documents, streamlining onboarding and improving training efficiency, while significantly reducing manual efforts.
• Content Feedback Program: Scaled the Content Feedback Program for IHS datasets, collaborating with leadership to enhance data quality and drive strategic insights.
• Heap & Cube Analysis: Conducted a Cube and Heap Analysis of Filings & Sourcing and Translations datasets, leveraging Salesforce insights to proactively identify data gaps, reducing client inquiries and errors.
• Accuracy Budget for Operations: Key contributor to the 2025 Accuracy Budget implementation, collaborating with stakeholders to analyze 2024 client errors, fostering accountability and continuous improvement.
• SLA Optimization Project: Led a timeliness study for Private and PCPD Companies, establishing clear SLAs and enabling informed decision-making to deliver high-quality data within defined timelines.
• Platform Attribute-Client Question Workflow: Introduced a 'Platform' attribute in workflows, backfilling ~52K records for systematic categorization, supporting strategic projects.
• Fortress IQ Project: Directed a pilot project for the Sampling team, streamlining processes and eliminating non-value-added activities to support scalable rationalization.

• Outstanding Leadership award for Training Digitization project
• 25% TAT reduction (MoM) in Content Feedback Program
• Won multiple awards for Individual Contributor
• Innovated in product management through lean practices, resulting in improved client experience and reduced costs
• Active member of EDEY, hosting podcasts and organizing various online and offline events.
• Co-led the monthly Data Quality Awards workflow with flawless execution, ensuring accurate nominee recognition through effective collaboration with stakeholders for timely payouts.
• Independently managed all Rewards & Recognition Committee initiatives, successfully executing multiple events that reinforced a positive workplace culture and highlighted my commitment to excellence

• Six Sigma - Green Belt
• Lean Facilitator certified
• Dashboard certified
• SQL Certified
• VBA Certified

• English
• Hindi

Date of Birth: 08/28/1986