Subject Matter Expert 5+ yrs exp. in Customer service management

Harish Satyanarayan Sharma Contact No.: 997-***-****/942-***-**** (M)

Email: **************@*****.***

***************@**********.***

Seeking assignments in Operations/CRM preferably in the ITES sector

SYNOPSIS

An incisive professional with over 5 years of experience which involved Client Relationship Management, previously role was with ADP India Ltd. as Subject Matter Expert – Six Sigma Green belt partial Fulfilment Certified (MADSC – Benefits Administration).

A keen planner & strategist with the ability to manage project with perfection.

Ability to develop a detailed project plan & scoreboard to monitor progress & flag issues, train the new team & develop detailed procedures, flowcharts, develop a measurement framework to smoothen the process.

Proven ability of achieving Service Delivery/Process Targets. Possesses excellent communication & Inter-Personal skills.

The Key Result Areas

Operations

Achieving targets, goals and maintaining CTQ targets for the process.

Undertaking the responsibility of productivity gains by removing unnecessary procedures/steps in the process thereby making it more efficient and smooth.

Ensuring uniformity in the process understanding at the client’s and the organization’s end by frequent calibrations with the client.

Maintaining an excellent rapport & retaining the confidence of the client that would pave the path for more prospective business from the client.

Preparing & compiling various weekly/monthly MIS reports pertaining to process.

Quality

Conducting

Continuous audits to ensure compliance and sound functioning of the process.

Quality checks, providing feedback to team members and preparing the weekly quality report.

Ensuring the teams adhere to all the quality tool and procedures.

Actively participating in execution of quality improvements projects for continual improvements.

ORGANISATIONAL DETAILS

Since Dec’14 – Till date running own business (small shop) at Shirpur, dist Dhule.

Since Dec’08-Aug’14 working with ADP India Private Ltd -Pune

Career Path

Subject Matter Expert (Benefits Admin)

Senior Process Associate (Benefits Admin)

Process Associate (FLT)

The Accountabilities & Attainments

Subject Matter Expert, MADSC (Benefits Administration End-to-end Invoice Reconciliation process)

Currently handling 13 associates team.

Handling for list of 100 client’s out of 371 clients and responsible for monthly deliverables for each month.

Responsible for team members monthly one-on-one and giving them right direction for their career growth, training needs.

Separately handling client escalation process. Responsible for resolving process escalation.

If required then co-ordinating with BU’s, clients and vendors to get the end resolution and making the changes to the existing process and delivering 100% stellar services to end client.

Attending procedural calls, quality calibration. Error feedback, refresher training, mentoring associates on their AOI.

Strong leadership and motivational skills.

Good Analytical / Problem solving and decision making skills

Flexible, adaptable, proactive, self-motivated and negotiable (if required)

Good presentation, oral and written skills.

Ability to manage multiple projects.

Capacity Planning

Conflict Management, Decisive

Floor support, resolving associates queries/problems.

Helping on discrepancy tier1 resolution.

Senior Process Associate, MADSC (Full Level Tax)

Handling MADSC (Full Level Tax) Process, for reconciliation of employee and employer paid taxes. Attending procedural calls, floor support whenever required.

Achieving the SLA (Service Level Agreement) targets regarding the productivity and quality very consistently.

Acquired in-depth knowledge of US taxes within a short period of time and maintained an exceptional quality.

Was acting as a SME, Providing floor support after finishing own work.

Handled few associates in night shift for few months.

CERTIFICATION

Six Sigma Green belt partial Fulfilment Certified, Dec 2011

INNOVATION/VALUE ADDS

Contributed 7 Value Adds, all are implemented. Out of which 5 significant ideas are resulted in saving work time of FTEs.

TRAINING ATTENDED

- Six-Sigma - Soft skills - Presentation Skills

- Communication Skills - Email Etiquettes - OBL (out bound learning program)

OTHER MILESTONES

Represented Inter-Group Football and Handball.

Represented MADSC in Inter-process Cricket, Football and Volleyball tournament and ADP in 1st Pune corporate Olympia and few other corporate tournaments.

Awarded best football and Volleyball player in internal tournament at ADP.

I am always a part of HR Recruitment drive conducted on week end.

Responsibility –

-Managing week end drive event.

-Pre screening candidate’s profile – checking all eligibility criteria pertaining to that opening/interview.

-Co-ordinating with the ops manager’s.

-Conducting aptitude test

-Providing feedback to the candidate’s regards to the interview.

-Maintaining candidate’s data.

Previous Assessments

Feb’08-Dec’08 with IBM Daksh Business Process Services Ltd, Pune

Career Path

Voice Customer Service Executive (M&G Prepaid)

Floor walker(M&G Prepaid)

The Accountabilities & Attainments

Customer Service Executive, off calls, acting as a floor walker (M&G prepaid)

Handling 20 associates (M&G Prepaid) Process, that involves resolving customer’s queries, issues and customer satisfaction.

Achieved the AHT (Average Handling Time) targets regarding the Calls and quality very consistently, i.e. 120 sec/call with 96% accuracy.

Maintained an exceptional quality, which was appreciated by the Deputy Manager.

I was a key team member of M&G process, which was resulted in the “Best Hello tunes selling” and “Exceptional Quality” award.

Feb’06-Jan’08 with R C Patel senior college of Art & Science as a Handball Coach

ACADEMIA

BA from North Maharashtra University in 2005

STRENGTH

Optimistic approach

Flexibility

Communication Skill

PERSONAL DETAILS

Date of Birth : April 20, 1983

Marital Status : Married

Passport Number : K3181972

Permanent Address : 65, Aadarsh nagar, Tal - Shirpur, Dist - Dhule – 425405

Contact this candidate