Jatin Sharma

Customer Experience Manager

Experienced Customer Service Manager offering more

than 15 years of experience dedicated to boosting

customer service excellence with detail-oriented

approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements.

Contact

Address

Gurgaon, HR, 122001

Phone

981-***-****

E-mail

adgzc8@r.postjobfree.com

Skills

Customer support &

Operations

Inter-Department Collaboration

Process Improvement &

Automation

People Management

Quality & Training

Work History

2020-01 -

Current

Customer Experience Manager

Club Factory, Gurgaon, Haryana

• Manging customer care operations team for club

factory – Voice, Chat & Email.

• Managing Seller support queue PAN India

• Assessed 4 different vendors and outsourced team of 350+ FTEs to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.

• Responsible for key B2C metrics i.e. Service level, Abandon, Average Handling Time (AHT), CSAT,

Quality, Resolution TAT, Bottom Quartile

Management, Vendor Billing etc.

• Optimization & Execution of Ticket raising flow on front end app/web by reforming current issues tree.

• Collaborated with different departments to improve customer service / Seller support processes and

support structures company-wide.

• Ensure resolution to customer issues and act as a point of contact for escalations for both

internal/external stakeholders as and when required.

• Lead the Training & Quality team to drive

competency improvement.

• Set-up Quality & Training department and created Process SOP/TnQ guidelines in order to streamline

the existing processes

• Spearheaded customer satisfaction survey and

analyzed results to make action plans.

• Supervised employees and assessed performances

to determine training needs and define accurate

plans for decreasing process lags.

2018-09 -

2020-01

Project Manager

Uniled Technologies India Pvt. Ltd., New Delhi, Delhi

Managing and preparing the product/project quotation requirements and technical submission reports for India and UAE.

Driving and executing the product realization program within the organization. Ensuring that the stage gate process is followed to deliver quality product on time and meeting all business goals.

Communicating project status to Director Sales and Managing Director as required through periodic reports and formal program reviews.

Identifying issues / scope creeps impacting project schedule, quality or cost and mitigate / take corrective action. Highlighting these transparently to the

management team.

2014-06 -

2017-08

Deputy Manager /Assistant Manager

Make My Trip India Pvt. Ltd., Gurgaon, Haryana

Managed customer support operations for various

LOBs Voice, Non-voice, customer escalation

management etc.

Led an outsourced team of 220+ FTEs for Domestic Air.

Responsible for performance metrics such as SL,

Documentation, Call Quality, CSAT, FTE cost

effectiveness, ensuring campaign specific year end targets are achieved.

Undertake detailed process improvement studies and run projects to improve LOB performance through

automation to ensure streamlined processes

Strengthening quality management

processes/framework to improve quality delivery

Driving Process Control & Compliance in addition to managing Audit requirements

Providing daily direction and strategic inputs to the team and Monitor LOB level work allocation

Achieving & exceeding SLA's defined by the

management, ensuring that all processes run smoothly and meet standards.

2007-06 -

2014-06

Assistant Manager/Team Leader

AEGIS, Bhopal, Madhya Pradesh

April 13 to June 2014- MTS Customer service

May 11 – October 2012- Airtel customer service

(Prepaid, Postpaid & GPRS)

QTL; April 10 – April 11–Airtel customer service

(Prepaid & Postpaid)

Quality Analyst; June 07 - March 10

Accountable for managing quality for Postpaid, Prepaid

& RHD, FXL Processes for a Telecom Process

Led an team of 25 QA resources including 1 Team lead for telecom campaign and accessed performance and

training needs to improve efficiency.

Performing resource capacity planning and presenting necessary reports to management

Ensuring the technical knowledge of the team is

updated and timely refreshed. Monthly shift planning and leave management

Recognize, encourage, enhance and share quality

best practices across teams

Identifying issues for escalation to senior management with proposed recommendations for resolution.

Utilizing the problem solving methodologies and other problem solving tools as required to conduct analysis, identifying root causes, develop corrective action and verifying effective closure and removal of issues.

Dexterity in Documentation of procedures necessary for 24X7 support, and make sure it's updated regularly with the changes

Involved in suggesting process improvements to Airtel, with customer delight and business profitability being the two key components for each change suggested.

2006-06 -

2007-06

Quality Analyst

Call2Connect India Pvt. Ltd, NEW DELHI, DELHI

2004-04 -

2006-05

Executive

ORION DAILOG (P) LTD/I2I Enterprise, NEW DELHI,

DELHI

Education

2004-06 -

2008-02

Bachelor of Commerce: Commerce

Delhi University - Delhi

2008-04 -

2008-05

2020-09

Six Sigma Green Belt

Indian Statistical Institute - New Delhi

Lean Management

Contact this candidate