Suraj Sharma

Experience

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  NetEdge Computing Solutions Pvt. Ltd

  Jan 2003 - Jan 2004

  Team Coach

  Worked as Team Coach-Quality Assurance in web based processes for prestigious US clients. It includes ensuring quality check of the output of operations, conducting secondary researches, providing expertise supports on automation and MIS reports, maintaining knowledge management database and important processes. Major projects include ZDNET IT & Non-IT Whitepapers project, E-mail Support System. Key Responsibilities: Worked as Quality Assurance Executive in web based processes for some prestigious US clients like CNET and its partner sites Conducting secondary researches via web, magazines, journals etc. for various projects  Job responsibility also includes ensuring Quality Check of the output of operations Also performing quality check on the email support team Providing expertise support on automation and MIS Reports, maintaining Knowledge Management Database for important processes Show less

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  C Cubed Solutions Private Limited

  Oct 2005 - Oct 2006

  Technical Support Executive

  Worked as Technical Support Representative/ Process Analyst for Sony Electronics Inc. at C-Cubed Solutions Private Limited. It includes ensuring pure technical support on Sony VAIO Notebooks, Desktops and CLIE Handhelds. It includes direct Chat and Email support to Sony Customers and maintaining MIS reports for the process.Key Responsibilities: Worked as TSR/Process Analyst for Chat and Email support team for Sony Electronics for its Notebooks and Desktop and CLIE Handheld support team. Conducting researches via available resources directly from Sony.  Job responsibility also includes ensuring Quality Check of the output of operations Also training and mentoring new agents for the process till they are certified. Providing expertise support on automation and MIS Reports, maintaining Knowledge Management Database for important processes Show less

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  OutworX

  Nov 2006 - Apr 2009

  Team Lead- Member Support

  • Worked as Support Lead for Tier 2 Email Support and performing Manual website testing. Worked on website testing, create test plans and executing test cases. Testing the website environment and reproduce any issues or bugs in website for the development team to rectify.• Worked on MIS weekly reporting, back office transactions, team management, achieving high Customer Satisfaction.

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  Religare Technologies

  Apr 2009 - May 2011

  Group Lead - Operations

  • Worked on India MART project. Supervising the team for various data processing projects • Worked on HTML & XML Conversion project, Online Internet Research and Data Management process

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  Saholic.com

  May 2011 - Jan 2013

  CRM Operations Leader

  • Responsible for executing the backend operation activities & maintain relations with Clients. To coordinate with the backend teams for the setup and implementation. • Supervising the team for various activities like customer relationship management, payments, refunds, and logistics co-ordination.• Responsible for planning, developing and implementing plans• Devising ways and means to reduce chargeback arising due to fraudulent transaction on credit card.

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  Times Internet Limited

  Jan 2013 - Dec 2016

  Manager - Strategic Alliances

  - Define, develop & strategize operational plans & procedures. Improve the operational systems, processes and policies for better management reporting, business process and organizational planning. - Day-to-day website management including product uploads, catalog management, website testing etc - Continuous monitoring and improvement of systems, website performance and payment methods - Work with internal departments to rollout new processes and agreement closure for key client accounts- Drive monthly comprehensive analysis of platform usage and database to determine key issues / insights and suggest actions - Reporting to senior management, and clients on a regular basis - Performance metrics, Review, etc. - Handling Clients, Interacting with clients on a regular basis on different operational issues providing a great customer experience. Playing a significant role in long-term relation and business planning- Manage Process Quality Adherence as per SLA. Review team performance, monitor, share feedback & enhance quality of operations. Show less

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  Infibeam

  Dec 2016 - Dec 2022

  Senior Manager - Enterprise Business
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  Government e Marketplace (GeM)

  Dec 2022 - now

  • Director

    Jul 2024 - now

  • Deputy Director

    Dec 2022 - Jul 2024
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  Government e Marketplace (GeM)

  -

  Director