Swapnil Sharma

Result-oriented professional with over 4 years and 5 months of experience; targeting senior level assignments in Operations Management, Quality Assurance and Process Improvement with an organization of high repute Location Preference: Jaipur, Delhi/NCR and Bangalore Scaling new heights of success with hard work & dedication and leaving a mark of excellence

+91-876******* adgu2k@r.postjobfree.com

Profile Summary:

Developed & effectuated business contingency & continuity / capacity plan to ensure uninterrupted & smooth business operations for attainment of budgeted objectives in BFSI & Hospitality Sector

Experience in monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

Proficient in compiling, reviewing & monitoring performance of TSR/CSR call quality

Applied keen customer centric approach with skills in addressing client priorities and resolving escalation within prescribed TAT, thereby attaining their delight & high compliance score

Established processes, manuals & SOPs, streamlined workflow and created positive work environment to enhance productivity

Ensured utilization of existing resources and manpower through recruitment & selection, induction, performance appraisal and training

Multi-tasking team leader with capability to interact easily with people of diverse backgrounds, cultures & professional levels and adaptable to new technologies Work Experience:

May’19 till date with Advance Engineering Classes:

Working as Operations and Marketing Manager

Heading a team of 20 members of content development team for achieving targets for book creation

Setting up the entire metrics and the growth path for the Institute’s Publication and the Institute

Single handily handled the 3 branches(Bhopal(H.O), Indore(B.O), Jabalpur(B.O)) of the Institute in operations and day to day activities

Responsible for taking care of the Marketing and Promotion of the Institute

Also working as a only source for Corporate Communications Jan’18 till April’19 with Lemon Tree Hotels(Corporate Office) :

Worked as a Quality Analyst- Assistant Manager

Spearheading a team of 30 members for achieving business targets & service delivery metrics

Identifying & monitoring monthly metrics & KPIs, adhering operational standards and applying them consistently; developing & reviewing escalation processes to assure that SLAs are achieved effectively

Setting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team; interacting with employees to plan their development and evaluating the progress made Highlights:

Awarded as best Assistant Manager by the team and senior management in 2018 Since May’15 till Dec’17 with Genpact Ind.Pvt. Ltd. Growth Path: Joined as Process Associate (BFSI); promoted to Process Developer (BFSI) in May’17 and Subject Matter Expert (BFSI) in May’16 and Quality Analyst (BFSI) in July’17 Key Result Areas:

As Subject Matter Expert – BFSI Operations

Spearheading a team of 10 members for achieving business targets & service delivery metrics

Identifying & monitoring monthly metrics & KPIs, adhering operational standards and applying them consistently; developing & reviewing escalation processes to assure that SLAs are achieved effectively

Working with Robotics Team to complete the process automation

Setting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team; interacting with employees to plan their development and evaluating the progress made

Providing effective resolution to customer queries and improving relations with them by anticipating future requirements to ensure a positive experience; initiating & sustaining efforts to better client satisfaction scores

Initiating & sustaining efforts for bettering customer satisfaction scores through relationship / on-boarding / weekly conference calls

Preparing MIS reports & other statements in Excel on weekly & monthly basis to provide business insights to senior management for decision-making

Highlights:

Gained international exposure by visiting Melbourne (Australia) for process transitioning

Acquired multi-tasking skills by leading cross-functional areas as Mentor, Process Trainer, MIS and Quality SPOC for the team

Showcased training & development skills by identifying & mapping competencies of employees and introducing training programs for their skills enhancement, capability building and reporting improvement

Designed & executed new plans for:

Incentive pay-out under which an employee was assured of minimum pay-out every month which resulted in elevating employee’s motivation

Leave management which resulted in availability of trained manpower whenever required

Played a major role in conceptualizing, generating& implementing 6 lean ideas for the process which positively impacted / improved business as well as process

Merit of being selected for NAB Emerging Star Program for operational excellence and attained opportunity to work as a Buddy Team Leader for the process

As Process Developer – BFSI Operations:

Supervised a team of 4 QCR’s to improve overall quality of audits and reported the same to the management

Provided training to new hires regarding the process & product and monitored their performance

Acted as Quality SPOC, IT SPOC & Allocator for the process and BCP SPOC for the team

Ensured that quality of calls was as per set standards in SLAs; conducted regular quality audits and process reviews to enable strict adherence to process parameters and systems Highlights:

Recipient of Bronze Award for delivering 3 lean ideas in 2016

Recipient of best performance in establishing new process named PBOP in Genpact.

Conducted various sessions on group discussions, panel interviews for the team As Process Associate – BFSI:

Made calls to Australian clients for understanding/gathering their Banking requirements

Assigned files to team members on the basis of SLAs Highlights:

Achieved Spot Award & Recognitions for contributing excellent performance in 2015

Organized sessions on Lean Ideation for the team members which resulted in generating 15 lean ideas from the team

Education:

B. tech (Computer Science) 2017 From Rajasthan Technical University.

Senior secondary from Lawrence and Mayo Public School, Kota With 60% in year 2011.

Secondary from Lawrence and Mayo Public School, Kota with 64% in year 2009. Trainings:

Banking Demystified

Evolve-Time Management and Behavior Conduct

Goal Setting

E-Mail Communications

Customer Centricity

Lean Tools

Lean trained and tested

Personal Details:

Date of Birth: 04thMarch, 1994

Languages Known: English and Hindi

Address: H. No 810 Mahaveer Nagar 2nd Kota Raj. 324005

Contact this candidate