Operations & Program Lead Customer Care Excellence
Resume:
Nitin Sharma
Operations Manager
Personal Info
nitin.sharma18@redi mail.com
Flat# 503 Aditya Shagun
Society, Bavdhan, MH. 411021,
Pune, 411021, India
Indian
Education
Skills
Leadership
Communication
Self-motivation
Decision Making
Adaptability
MS Excel
Power Point
SAP
People Soft
Salesforce process e ciency
Languages
ENGLISH
HINDI
Seasoned CSD (Voice & Non-Voice) Contact Center Operations experience in leading teams across Customer Support, Onboarding, and Back-O ce Operations at a managerial level. Proven expertise in Telecom, Banking, and Energy sectors, with a strong focus on customer-centric solutions, process optimization, and performance enhancement. Extensive experience in collections, call center operations, workforce planning, and service quality improvement. High Quality of Customer Experience, Possess Excellent Interpersonal, Leadership skills.
BCom
Calcutta University
Summary
Work Experience
Operations Manager, Ascendion Digital Solutions Pvt. Ltd. July 2025 - Present
Managing UK Email & Chat Support for Pune and Manila Leading a team within de ned SLAs and KPI
Led daily operations for UK email support, ensuring timely and accurate responses
Managed a team of email executives by assigning tasks, monitoring queues, and optimising workload distribution to maintain service levels.
Conducted performance reviews, coaching, and skill development to improve team productivity and quality scores. Performed regular quality audits of email communication to ensure compliance with process standards, tone guidelines, and client expectations.
Handled customer escalations and provided e ective resolutions while maintaining positive client relationships. Collaborated with cross-functional teams to implement process improvements, reduce TAT, and enhance rst-contact resolution.
Prepared and shared daily/weekly/monthly performance reports with management and UK stakeholders.
Ensured adherence to GDPR and data protection policies while handling UK customer information.
Supported onboarding and training of new team members, updating SOPs and knowledge bases as required.
Coordinated with workforce management for capacity planning, shift scheduling, and resource allocation based on volume trends.
Identi ed operational gaps through data analysis and implemented corrective action plans to improve accuracy and e ciency.
Drove continuous improvement initiatives to enhance CSAT, productivity, response accuracy, and overall email process performance
Operations Manager, QConneqt Business Solutions
October 2023 - January 2025
Managed HDFC Collection Process, ensuring timely collections and payments
Monitoring aging A/C, optimizing, and improving Collection E ectiveness
Enhance collection strategies, follow-up plans, and dispute resolution
Managing overall operations, performance delivery, and process execution
Leading a team of 1 Deputy Manager, 1 AMs, 6 Team Leads, and overseeing 160 FTES
Ensuring KPI achievement for HDFC Bank and TVS process Managing Email, Inbound, and Outbound operations for the TVS Automobile Process
Operations Manager, Imarque Solutions
March 2023 - September 2023
Manage the Team of AM, TL, SME, and Associates
Automobile Process Sales Lead Generation
Manager Operations, Concentrix
April 2022 - July 2022
Manage the Team of AM, TL, SME, and Associates
Automobile Process Sales Lead Generation Managing Tata Motors Sales
Leading a team to enhance sales strategies
Manager Operations Sales, Mattsen Kumar
March 2022 - April 2022
Manager Operations, Startek
August 2020 - December 2020
Managing IDFC Bank Collection Process, ensuring timely collections
Manager Operations, One point one solution
August 2019 - August 2019
Operations, AMIX Solutions
October 2017 - August 2019
Managed end-to-end Accounts Receivable (AR) operations Ensuring timely invocing, Payment tracking and Credit Control Led a collections team, improving recovery rates and reducing bad debts
Conducted AR aging analysis, prioritizing overdue accounts, and implementing strategic follow-ups
Developed and executed collection strategies that improved cash ow reduced DSO
Oversaw dispute resolution processes, coordinating with clients to settle outstanding balances e ciently
Assistant Manager/Management Trainee, Genpact
March 2010 - October 2017
Managed end-to-end Accounts Receivable (AR) operations, ensuring timely Invoicing,
Managed Accounts Receivable for U.S And Canadian processes ICICI/AXIS Bank collection process Led AR operations, ensuring invoicing, timely collections, and dispute resolution Reduced Days Sales Outstanding (DSO) by implementing e ective follow-up
Performed cash applications, ensuring correct allocation of customer payments
Conducted AR aging analysis, identifying high-risk accounts, and minimizing bad debt percentage
Led a team of 50+ associates, optimizing AR work ows, improving collections, and enhancing customer payment behaviour
Ensured compliance with nancial policies and regulatory requirements in AR operations
Achieved 100% TAT & 98% Accuracy in Item Processing & U.S./Canada operations
As a management Trainee Genpact Managed Telecom voice leading a team of 50+ associates.
Team Leader Operations, Spanco Bpo
March 2008 - October 2010
Managed Telecom voice operations leading a team of 25+ associates.
Team Leader Operations, HTMT Global Solutions
May 2007 - June 2008
Managed Telecom voice operations leading a team of 25+ associates.
Customer Care Associate, IMB Daksh
October 2005 - October 2006
As CSR for Telecom Voice Process handled inbound customer service calls.
Telly Caller, Xplore tech
August 2006 - December 2005
Australian Telecom Process - Sales Process.
Courses
Six Sigma GB
LEAN
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