Sachin Sharma

Experience

• 

  Vertex India, Gurgaon

  May 2003 - Jan 2006

  Key Highlights:.Handling quality compliance for 1 teams having span of 12 Customer Service AgentsGiving the agents support on process.Taking care of the process quality compliance.Defining CTQ (Critical to Quality parameters) of the sub process.Handling escalations for the team.Organizing Reward & Recognition programs.One to one coaching and feedback with agents.Daily work allocation and ensuring service level adherence.Gauge R&R calibrations with client.Maintaining Quality Management System handbook for the Quality Org.Internal auditing of operation and quality org. as per ISO 9001:2000. Show less

  • Senior Executive Quality Coach

    Jul 2004 - Jan 2006

  • Customer Service Agent

    May 2003 - Jul 2004
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  Dell Technologies

  Jan 2006 - Jan 2009

  Key Highlights:Driving the core business SLA's like CSAT, FCR & Call Quality Managing daily activities of 30 Team Members (B1 & A5 Level) to improve customer satisfaction & effective resolution. To scrub the CSAT data for reporting & ensuring TNI is managed. Executing need based trainings for improving the Customer Management Skill of RE's and to ensure they meet the metrics required.Shouldered responsibility of interacting with clients, generating process MIS & Clients Report.Significantly contributed in increasing NPS.Pivotal in handling voice, Soft Skills, Negotiation aspects so as to reduce escalations.Quality Audits for ensuring the Service Quality as per the SLA Show less

  • Customer Experience Coach

    Jan 2006 - Jan 2009

  • Customer Experience coach

    Jan 2006 - Sept 2008
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  GE Capital, Hyderabad

  Sept 2008 - Nov 2009

  Assistant Manager

  Risk Analysis & Fraud Detection Verticals)Key Highlights:Played a major role in reviewing and establishing FTE requirements, team structures and resource planning, etc.Handling Risk Analysis & Fraud Detection training as part of the RCF Team.Defined process CTQ's, to ensure high quality transactionsConducted performance reviews and provided feedback to the DRs.Significantly contributed in identifying process improvement opportunities, effectively liaising with Senior Management to get sign off's for process improvement initiatives.Administered activities related to training in the process.Played a pivotal role in taking the process from 5th position to 1st position in terms of CSAT among 4 Geography.Actively involved with organization's Community Service Initiative (GE Volunteers) and as key member of Global Initiative on Employee and Workplace Health Development (Health Imagination).Awarded with the Best Universal Coach Award in 2009. Show less

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  GE Capital

  Sept 2009 - Nov 2010

  Assistant Manager Quality
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  IBM

  Nov 2009 - Jul 2012

  ITD GD EUSKey Responsibilities:Managing a Team of 66 direct reportees with 62 agents (L1 &L2) and 4 Team Leads.Own service quality for service provided by the delivery organization Ensure continuous communication & coordination with client Drives productivity in coordination with service lines Review CHIP tool report & prepare G2G plan Device action plan based on CSAT report Ensure positive client satisfaction and client relationship is maintained for service deliveryDrive/Manage service quality, performance, and improvement of service delivery processes Monitors service-delivery performance with established governance Facilitates Business Continuity for the account during regional / location outages Ensuring seamless communications between sending & receiving geo teams Participate in the Change Control Board and/or change control process as requiredDeliver on service commitments and participate in account plan / strategy Handle Operational Issues related to delivery Ensure SLA / SLO attainment as agreed in SOW Provide leadership and direction to Delivery teams Ensure continuous communication & coordination with client in the event of Sev 1 or MI Drive / Manage Crisis Management Played a major role in reviewing and establishing FTE requirements, team structures and resource planning, etc.Involved in Business Transition, Project Execution and GDF/LEAN ImplementationCreation/renewal of various QMX documents, e.g SOW,CTAM, Cost Case, GRR etc. Show less

  • Service Delivery Manager

    Jan 2012 - Jul 2012

  • Account Manager

    Nov 2009 - Jan 2012
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  Microsoft

  Jul 2012 - Oct 2013

  Program Manager

  Operations Management: Hands on day-to-day operations management with high level of oversight on incident coordination and incident management in partnership with our Vendor Partner team Quality Management: Manage Quality of Service and initiate Corrective Action and Service Improvement Plans as appropriate. Drive compliance with Corporate IT and policies and guidelines. Service Improvement: Partner with Service Managers and other stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on customer feedback balanced against business priorities. Project Planning: Drive alignment of scope, timeline, and resource ownership for each project/initiative as required Customer Advocacy: Identify weak areas on our processes and services and create measurable improvement for our customers Relationship Management: Develop and manage a strong alliance with our vendor partner which includes sharing information that helps our vendor successfully manage the Microsoft business and appropriately plan for events Show less

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  Cognizant

  Dec 2013 - now

  Service Delivery Manager
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  Cognizant

  Dec 2013 - now

  Service Delivery Manager

  Setting up projects from scratch. I have so far set up 3 projects for a premium client for Cognizant in Gurgaon. I have been on deputation to set up projects in Gurgaon and Bangalore. I am currently setting up Quality Management System for a new project in Bangalore.