Keshar Sharma

Experience

• 

  Genpact

  Apr 2012 - May 2017

  Leading a team of 22 people, driving there performance scheduling there shifts and also leaves. Motivating them to acheive the process targets. Conducting one on one and also helping them to build them in building there carreer in the company. I have an experience of training 25 batches and leading a team of 9 Quality Coaches.

  • Management Trainee

    Jul 2016 - May 2017

  • Training And Quality lead

    Apr 2012 - Jul 2016
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  Tata Consultancy Services

  Sept 2017 - Nov 2018

  Team Lead

  I led a team of 20 peopleDriving team to insure better management and to achieve targets as per defined SLA.Validate the service level report that is being provided to the client.Analyze the Service Level Reports and provide meaningful trend report and improvement on Service Level.Creating SLA performance dashboards (achievement/productivity/attendance/quality/TOS reports on daily, weekly and monthly basis as required.Preparing SOPs for Contract Solutions (process documents); implementing RACI Model on the process documents and version control; defining KRAs and KPIs for team members.Providing deliverables to the client as per the agreed timelines, SLAs and quality standards; performing quality checks and logical review of all client deliverables prior to customer submissionCommunicating on a daily basis with managers and senior-level staff members.Weekly Interaction with Client basis the week performance.Keeping management updated on the performance of individual team members.Completing all team-related administrative paperwork.Upholding operational policies, procedures and systems.Ensuring compliance to company policies and state regulations at all times.Helping senior managers in the hiring of company staff.Delegating tasks and setting strict deadlines for individual team members.Serving as a focal point to communicate and resolve interface and integration issues with other teams.Reminding staff of deadlines and targets that have to be hit.Holding team members accountable for their performance and actions. Show less

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  SirionLabs

  Nov 2018 - now

  Customer sucess manager