PRASHANT SHARMA

Operations Team Leader

E 8989060755  prashant.mksharma@gmail.com q https://linkedin.com/in/prashant-sharma-7803859b
 Indore

SUMMARY SKILLS
Accomplished and Energetic Team Leader with a solid history of achieving
People Management
organisational goals Motivated Leader with strong communication and
prioritizing abilities. Area of expertise include public speaking and data
analysis.I have been recognized as a leader and mentor to the team and a Operations Management
proven achiever with multiple awards and distinctions. I have a diverse
professional and academic background along with excellent communication Project Management
skills.

Skilled in handling outbound, inbound, chat, email and blended operations Client Management SLA Management
projects, ensuring effective SLA management. Proficient in managing clients
and stakeholders, building high performance teams and improving Stakeholder Management
operational efficiency. Experienced in onboarding new employees,
managing revenue and finances. Adept with MS office and Excel with a
strong track record in strategic planning, problem solving and data driven Team Development
decision making.
Employee Management
EXPERIENCE
Change Management
Operations Team Leader
Annova SolutionsPvt Ltd Quartile Management
10/2022 - Present Indore, India
Manage a team of 150+ teammates, overseeing daily operations, work Performance Review
allocation and conducting refresher sessions to keep everyone updated on
processes.
RCA and Action Plan
Provide leadership and guidance, conducting one-on-one reviews to
discuss performance, provide feedback and set targets. Grooming team
members and SMEs to enhance their skills. Organising daily in-shift
meetings to discuss priorities and coordinate fortnightly client reviews,
COURSES
ensuring alignment with client requirements and addressing feedback Be the Manager People Wont Leave
promptly. Conducting weekly team performance review to monitor progress,
coaching and supporting team members to meet targets and quality Become the Manager that your Team Wants
standards. Managing shrinkage and attrition, identifying causes and
implementing strategies to minimize impact while handling leaves Problem Solving Techniques
management to ensure adequate coverage for team member’s time-off
Speak Confidently and Effectively
requests.
• Team Leadership & Operations Management
• Performance Reviews & Guidance
• Team Communication & Coordination
• Team Performance Monitoring & Coaching
• Shrinkage & Attrition Management
• Leave Management & Coverage.

Subject Matter Expert

Annova Solutions
10/2020 - 10/2022 Indore, India
Managed high priority LIDs with high record count, ensuring timely retrieval
through outbound calling and meticulous record handling. Shadowed Team
Leads to learn leadership skills, best practices and effective team
management techniques for personal and professional growth. Provide floor
support, offering guidance and assistance nesting teams by sharing
expertise, training and supporting new hires during their initial training
period. Monitored team members to excel their roles, fostering a positive
work environment and innovated new ideas for process improvement,
enhancing efficiency in operations.
• Handling Level 2 Cases and Priority Facilities.

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EXPERIENCE
Outreach Specialist
Annova Solutions
08/2019 - 10/2020 Indore, India
Dialled 60+ outbound calls daily to retrieve medical records for various
clients, working across different priority levels of LIDs (records) such as
bronze, silver and gold to ensure accurate and timely retrieval. Managed all
client KPIs to ensure compliance and satisfaction, monitoring metrics like
call volume, record retrieval rates and quality assurance measures.
Employed critical thinking and problem solving skills to overcome challenges
encountered in outbound calling and record retrieval processes, consistently
improving operational efficiency. Built and maintained strong client
relationships Through effective communication and consistent delivery of
results, establishing rapport with medical facilities and providers to facilitate
smooth record retrieval processes.
• Outbound Call Management
• KPI Management & Compliance
• Operational Efficiency & Problem Solving
• Client Relationship Building

Small Business Relationship Manager

Teleperformance
03/2018 - 08/2019 Indore, India
Build and maintain strong, long-lasting relationships with SMB clients,
serving as the primary point of contact. Proactively identify opportunities for
upselling and cross-selling telecom products and services to enhance client
satisfaction. Resolve client issues and concerns in a timely and professional
manner, ensuring a high level of customer satisfaction and loyalty. Conduct
regular account reviews with clients to understand their evolving needs and
provide innovative telecom solutions. Be an expert in the company’s telecom
products and services, providing clients with relevant and effective
solutions. Stay up-to-date with industry trends and competitive landscape
to offer insights and innovative solutions to clients. Work closely with cross-
functional teams, including technical, marketing, and customer service, to
ensure smooth service delivery and client satisfaction. Collaborate with
internal departments to ensure timely and accurate billing, service
implementation, and contract renewals. Exceptional verbal and written
communication skills, with the ability to present complex information clearly
to clients at all levels. Strong interpersonal skills to effectively build
relationships with clients, stakeholders, and internal teams.
• Client Relationship Management
• Upselling & Cross-selling Telecom Solutions
• Issue Resolution & Customer Satisfaction
• Account Reviews & Needs Assessment
• Expert Knowledge of Telecom Products & Services
• Collaboration Across Teams
• Effective Communication & Presentation Skills

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EXPERIENCE
Site Civil Engineer
Devi Construction Company
2017 - 12/2017 Jaipur, India
Manage and supervise the execution of bitumen road construction projects,
ensuring adherence to engineering plans, specifications, and quality
standards. Oversee the preparation and maintenance of construction
schedules, budgets, and progress reports. Coordinate and manage on-site
construction teams, subcontractors, and suppliers to ensure efficient work
processes and timely project delivery. Conduct soil testing, materials
testing, and quality control to ensure that all materials used in road
construction meet required standards. Supervise the laying of bitumen and
ensure proper application and compaction techniques for optimal road
durability. onduct regular site inspections and quality assurance checks,
ensuring work is completed to specifications and on schedule. Ensure that
all work is performed in accordance with company safety policies and
relevant local regulations. dentify potential hazards on-site and take
corrective actions to mitigate risks. In-depth understanding of bitumen road
construction, including materials testing, compaction methods, and quality
control. Strong leadership skills with the ability to manage on-site teams and
collaborate with other engineers, architects, contractors, and clients.
• Project Management & Execution
• Construction Scheduling & Budget Oversight
• Team Coordination & On-Site Supervision
• Soil and Materials Testing & Quality Control
• Bitumen Laying & Compaction Supervision
• Site Inspections & Quality Assurance
• Safety & Regulatory Compliance
• Leadership & Collaboration

Outreach Specialist
Genpact
09/2016 - 12/2016 Jaipur, India
Contact insurance companies directly via phone to follow up on claims
submitted by healthcare providers or doctor’s offices. Clarify claim statuses,
resolve discrepancies, and ensure claims are processed accurately and
promptly. Work closely with insurance adjusters, claims departments, and
provider offices to gather missing information, correct errors, and address
denial reasons. Investigate claim rejections, denials, and underpayments,
and escalate unresolved issues as necessary. Monitor the status of pending
claims and ensure timely follow-up to expedite payment resolution.
Negotiate with insurance companies on denied claims or underpaid
amounts, providing additional documentation and justifications as needed to
facilitate accurate settlements. Maintain accurate records of claim
interactions, follow-ups, and resolutions in the company's claims
management system. Maintain accurate records of claim interactions,
follow-ups, and resolutions in the company's claims management system.
Ensure all claim follow-ups and communications comply with healthcare
regulations, privacy laws (HIPAA), and company policies. Excellent verbal
and written communication skills with the ability to professionally engage
with insurance companies and healthcare providers. Ability to clearly explain
complex claims-related issues to non-technical individuals.
• Claims Follow-up & Resolution
• Collaboration with Insurance & Provider Offices
• Denial & Underpayment Investigation
• Timely Claim Follow-up
• Claim Negotiation & Documentation
• Accurate Record-Keeping
• Compliance & Regulatory Adherence
• Effective Communication Skills

EDUCATION
Bachelor of Engineering (B.E.), Civil Engineering
Rajiv Gandhi Prodyogiki Vishwavidyalaya
08/2012 - 06/2016

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LANGUAGES
Hindi English
Native Proficient

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