Sanjay Sharma (He/Him)

Experience

• 

  Saffron Tech Pvt Ltd

  Apr 2005 - Nov 2006

  Senior Customer Service Representative

  With Saffron Tech., I worked towards generating mortgage leads for customers across the USA

• 

  WNS Global Services

  Dec 2006 - Dec 2008

  Senior Customer Service Associate

  As a Senior Customer Service Associate, I handled reservations for flights, hotels and cars for US customers for a travel agency named Travelocity

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  BARCLAYS SHARED SERVICES PRIVATE LIMITED

  Feb 2009 - Apr 2013

  I scaled up to this role which enabled me to lead teams, deliver coaching & on-the-job training sessions to new joiners focusing on achievement of targets based on insurance, loans, credit cards, opening savings accounts, feature packs while adhering to SLAs & cost metrics. Through effective end-to-end performance management & mapping improvement areas for the team, I fuelled individual capability, bridged gaps and enhanced performance levels. I also drove innovation & changes in OJT Models, addressed key issues/gaps head-on & designed innovative solutions in collaboration with business stakeholders Show less

  • Academy Coach

    Mar 2012 - Apr 2013

  • Process Advisor

    Feb 2009 - Mar 2012
• 

  BARCLAYS GLOBAL SERVICE CENTER

  May 2013 - Mar 2022

  Corporate Trainer

  I was tapped to deliver training programs for new joiners across Essential Banking, Business Banking, Lost & Stolen processes. By strategizing training roadmaps, leading initiatives, implementing tools & methodology and conducting extensive Training Need Analysis, I was able to drive operational efficiency and process improvements. Under my leadership, we transitioned a new business (Delayed Payments) from the UK to Pune by training 52 delegates including TM & TSS’s.I single-handedly managed a Complaints Project in 2017, conducted training need analysis & delivered sessions for 5 months entailing 45 workshops, thereby slashing complaints by 20%. As a BCM SPOC for training team, I have been acknowledged for clearing the BCM audit consistently for 5 years and also conducting various Joiner Mover Leaver (JML) audits. Show less

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  Cvent

  Mar 2022 - now

  Instructional Designer