Naresh Sharma

Experience

• 

  The Akshaya Patra Foundation

  Sept 2009 - Jul 2012

  School Relation Officer

  Managed the quality of food delivered to government schools as part of a government food distribution initiative.Key Responsibilities:Ensured the adherence to food quality standards in the distribution program for government schools.Engaged with school principals and teachers to gather feedback and address any concerns related to food quality.Oversaw visits to the food kitchen, coordinating with school representatives and foreign delegates.Organized and conducted programs at schools and colleges to promote and educate on food quality and distribution. Show less

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  Teleperformance

  Aug 2012 - Sept 2014

  Product Trainer

  Led a team of 20-40 members in managing a comprehensive voice process, including customer support, online device sales, key management, complaint handling, reconciliation, dispute resolution, C-SAT, and email support for existing clients.Key Responsibilities and Achievements:Directed activities encompassing customer support, online device sales, key management, complaint handling, reconciliation, dispute resolution, C-SAT, and email communication.Conducted and oversaw product and process training.Participated in training workshops focused on time management, team building, people management, and leadership development.Recognized with the Best Trainer Award for delivering exceptional quality customer service, effectively managing average handling time (AHT) and C-SAT metrics, and providing actionable suggestions for service improvement. Show less

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  GirnarSoft

  Dec 2014 - Jul 2023

  Executing all sales and customer experience delivery for the Portals; steering the successful rollout of continuous improvement projects with accountability of defining scope, setting timelines, analyzing requirements, prioritizing tasks and identifying dependencies as per budgets.Engaged in WFM, MIS, Quality, staffing rostering scheduling depending on the call/Volume forecastMonitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.Front-leading the smooth transition from current to future business operations through clear recognition & responsibility to make the organization ready for migration to new ways of workingFormulating & implementing ‘best practices / processes’ across the organization to ensure effectiveness, thereby resulting in reduced cost & improved customer service.Providing feedback & direction to team members for evolution / modifications based on customer inputs & specifications.Creating & sustaining a dynamic environment that fosters personal development & career progression & motivates high performance amongst team members; imparting continuous on-job training to accomplish greater operational efficiency.Conceptualizing customer retention strategies based on extensive analysis of service operation loopholes& market dynamics.Driving operational excellence set as a standard by the clients and ensuring adherence to the standard operating procedures.Spearheaded a center of more than 200+ seats account; managed the operations process activities entailing Buy Lead Approval, Manpower Forecast, SLA Planning and Cost Budgeting, and Attrition Control, Quality and Compliance Management.Established in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services. Show less

  • Senior Manager

    Jan 2023 - Jul 2023

  • Senior Manager

    Apr 2022 - Dec 2022

  • Manager

    Apr 2019 - Apr 2022

  • Assistant Manager

    Dec 2014 - Apr 2019
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  MakeMyTrip

  Jul 2023 - now

  General Manager

  At myBiz, a leading B2B SaaS provider specializing in travel domain and expense management software, I spearhead pre-sales and acquisition efforts across the mid and enterprise markets throughout India. My role involves driving exceptional growth and profitability in a highly competitive sector via corporate aquistions. Achieved over 72% year-on-year business growth while maintaining cost efficiency.Generated an annual GMV exceeding ₹100 Crore .Increased vertical profits by over 42% year-on-year.Secured major contracts with some of India’s largest conglomerates in sectors such as BFSI, IT, pharmaceuticals, and manufacturing.Ensuring domain expert hiring & best in class training for hired employees, Handling a team of 50+ SaaS product Key Account Managers. Expert in managing CXO relationships, stakeholder engagement, and navigating complex, lengthy SaaS sales cycles. Show less