Yadu Sharma
Pune
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Team Manager
Concentrix And Webhelp
Pune
06.2022 - Current
- Pivotal role in smooth deployment of enterprise technical support queue.
- Currently managing a team of 15 specialized server engineers, providing first-class technical support to enterprise customers.
- Established a comprehensive technical support service strategy to reduce response times and improve enterprise customers' support satisfaction.
- Utilizing advanced analytics to identify areas of improvement and develop actionable solutions.
- Meeting the clients' defined SLA for Business continuity.
- Sharing information and working with team members to ensure the best business practices are being employed to achieve client goals.
- Resolved interpersonal conflicts between team members in a timely manner.
- Coached employees on professional development opportunities.
ASST. MANAGER OPERATIONS
WNS Global Services
Pune
03.2020 - 03.2021
- Organized and planned operational activities to ensure efficiency and productivity.
- Monitored production processes and quality standards to ensure compliance with company policy.
- Conducted performance reviews for staff members on a regular basis.
- Provided guidance and training to team members in order to improve their skillset.
- Resolved customer complaints promptly by providing appropriate solutions.
- Ensured compliance with safety regulations during all operational activities.
- Facilitated communication between different teams within the organization.
- Monitored new employees, evaluated training programs and reported progress to supervisors.
- Coached employees to work together to carry out daily functions and meet service objectives.
Specialist Operations
Fiserv Global Services
03.2018 - 03.2020
- Assisted in developing strategies to increase customer satisfaction levels.
- Conducted regular meetings with staff to review progress and address any concerns.
- Generated reports to track performance metrics of team members.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Worked closely with human resources to support employee management and organizational planning.
- Organized client meetings to provide project updates.
- Coordinated with other departments to ensure efficient workflow processes.
Education
H.S.C. -
Nowrosjee Wadia College
Pune05-2007
S.S.C. -
CMS Degree College
Lucknow06-2003
Diploma in Airhostess training and Ground Handling -
Flying Cats
Pune06-2008
Bachelor of Arts -
ISME
Pune04-2013
Skills
- Customer Service
- Team Management
- Supervision and leadership
- Flexible and Adaptable
- Excellent Communication
- Analytical and Critical Thinking
- Task Prioritization
Certification
- Train the Trainer, 2015
- YELLOW BELT, 2015
Accomplishments
- Ramp to Proficiency (RTP) (Yellow Belt- 2017)
- Error Reduction (Fiserv - 2019)
- Overdue Reduction (WNS - 2020)
Timeline
Senior Team Manager
Concentrix And Webhelp
06.2022 - Current
ASST. MANAGER OPERATIONS
WNS Global Services
03.2020 - 03.2021
Specialist Operations
Fiserv Global Services
03.2018 - 03.2020
H.S.C. -
Nowrosjee Wadia College
S.S.C. -
CMS Degree College
Diploma in Airhostess training and Ground Handling -
Flying Cats
Bachelor of Arts -
ISME
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