Yatin Sharma

Experience

• 

  Benovellient Technologies Pvt. Ltd

  Jul 2012 - Sept 2013

  SME(Subject Matter Expert)
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  HCLTech

  Sept 2013 - Aug 2023

  ● Project Planning - Maintenance of project schedule, Work Breakdown Structure (WBS) and monitoring progress on tasks.● Project Resource Planning - Updating resource plan based on project requirement.● Lead the Monthly Audits for the Project (OPS Hi5)● Working on Profit Improvement Plan (PIP)● Resource Management: Initiating PRF for Offshore and Onsite and aligning resources to respective teams for Project delivery.● Business Relationship - Support Director / VP / Leaders with information needed to update Business Partners.● Project Budgeting –Monitoring project budget, expenses, purchase orders and contracts.● Project Change Requests - Monitoring all the change requests as is applicable in the project.● Project Communication and Reporting - Prepare project status reports, meeting minutes and other documentation as needed and share with project stakeholders.● Purchase Order / Contract Management - Keeping track of all purchase orders and vendor charges and sharing status report / consumption status with management as is required.● Billing and Invoicing - Managing billing of accounts and making sure all the invoices are generated in system within defined timeline.● Sharing the Risk Alerts with the Senior Management with recommendations on how to address.Certifications - Prince2 Foundation Show less Key Responsibility Areas -● Serve as back up trainer for identified set of topics for the new agents● Escalating to the internal teams on any call spikes/ increases observed● Real Time Queue Management – Constant observation of the call flow and managing indefinite usages of aux, handling time and also changing the agent skill accordingly for better productivity.● Interpretation and Analysis of high-volume drivers.● Plan and implement Process training plans including hyper care● Conduct Audits on calls/ tickets to identify improvement needs for associates● Handled Multiple Projects● Worked on Reports and Trackers● Quality Assurance● SLA Adherence● Customer Service● Business Relationship Show less

  • Deputy Manager

    Oct 2019 - Aug 2023

  • Assistant Manager

    Sept 2013 - Oct 2019
• 

  Iron Systems, Inc

  Aug 2023 - now

  Operations Project Coordinator