Nidhi Sharma

Experience

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  IBM

  Oct 2006 - Dec 2013

  Quality Analyst

   Mentoring & monitoring the performance of 15-20 team members to ensure efficiency in process operations and meeting of individual & group quality targets. To drive the team assigned to achieve productivity and quality targets. Initially Preparing Vendor Comparison by publishing KPI's dashboard on daily basis and sharing with Senior Leadership Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time. Publishing Dashboards (Weekly/Monthly) to all the stake holders. Planning and Prioritization. Data Collection and Analysis. Coaching and Feedback. Managing team and handling operational activities. Taking New Hire QA's through calibrations and helping them to understand quality guidelines and forms. Aligned with training team for New Hire batch Help colleagues with Yellow Belt projects Conduct Quality Sessions for New Hires. Preparing training need analysis and action plan for Bottom Quartile agentsCompliance (Training / Quality - Intuit) Conducting Audits to ensure Quality, compliance and sound functioning of the process. Conducting internal WPS (Work Place Security) audits. To ensure that the teams adhere to all the quality tool and procedures. To drive the team assigned to achieve productivity and quality targets. Identifying improvement areas & implementing measures to maximize customer satisfaction levels Show less

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  MIRCH ENTERTAINMENT PRIVATE LIMITED

  Apr 2014 - Jul 2015

  Product Specialist
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  Swishlist.in

  Aug 2015 - Feb 2017

  Manager

   Managing the site backend.  Upload the new product details and images on the website. Leading Data Analytics across multiple platforms: Google Analytics, Google Ads, Facebook and the Swishlist.in admin console to derive insights on the typical customer journey, fast moving products, areas of concern etc. Providing recommendations on improving the User Interface of the website- on laptop and mobile, for a customer analytics perspective. Uploading the social media marketing creatives on Facebook, Twitter, Instagram. Handling customer queries on social media sites. Analyzing the success of marketing campaigns and advising on which modes and messaging work better. Preparing Monthly and weekly Dashboards. Overseeing customer service across Inbox queries, Chat Helpdesk and Helpline to ensure that customers are served in the right way. Do pre-screening interview and conduct first round interviews  Guiding others in the team on managing customer conversations well, and resolving their queries suitably. Managing escalations, and involving Seniors as and when required. Overseeing Operations (packing and Wardrobe Maintenance) to ensure that Swishlist Inventory is well maintained and accounted for at all times. Show less

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  Animation Media Institute

  Mar 2017 - Nov 2017

  HR Recruiter and Office Administrator
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  Indigrowth Ventures

  Nov 2017 - Apr 2018

  Consultant
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  MGBD, Real Estate

  May 2018 - now

  HR and Branch Co-ordinator
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  AXIS TELECOM INC

  Aug 2018 - now

  Team Leader