Abhishek Sharma Mob: +91-9818202905
Email- abhishekshagun18 @gmail.com
Worked as an Assistant Manager- Operations with EXL Service since May 2023 to July 2024.
Worked as an Operation Manager in (Cars24) roadside awareness Pvt Ltd from Oct 2022 to Mar
2023.
Worked as a Process Manager-Operations in (Stashfin NBFC) Cortrack Solutions Pvt Ltd from Feb
2021 to Aug 2022.
Worked as a Manager- Operations in Shop Bazaar Online Shopping (BLMM E-COMMERCE) for
1.5 Years from July 2018 to Jan 2020.
Worked as a Deputy Manager- Operations in Naaptol Online Shopping Pvt. Ltd for 2.5 years from
Nov 2015 to May 2018.
Worked as a Team Leader- Operations in Homeshop18 for 7.8 Years from Feb 2008 to Nov 2015.
Executive Synopsis
Result-driven professional with rich experience in US Life Insurance, Customer Service, Sales, Team
Handling, People Management, and Conflict Management.
An effective leader with good communication, team building, interpersonal & analytical skills.
People Management, Team Management and Conflict Management are the core competencies.
Professional experience:
Worked with EXL Service as an Assistant Manager- Operations (May 2023-July2024)
Efficiently manage operations within agreed Turnaround Times (TATs), ensuring client satisfaction.
Lead a team of 18 FTEs, including 2 SMEs and 1 QC specialist, for exceptional outcomes.
Regularly publish Daily, Weekly, and Monthly Dashboards for transparent performance insights.
Producing and sharing daily incoming and production numbers, along with Week-to-Date (WTD) and
Month-to-Date (MTD) reports.
Review and manage team performance to maintain high productivity.
Conduct audits and prepare RCA reports for continuous improvement.
Produce and share daily incoming and production numbers, enabling informed decision-making.
Committed to driving success in the dynamic US Insurance sector through extensive experience and
dedication to excellence.
Worked with Road Side Awareness Pvt. Ltd. as a Operations Manager (Oct 2022- Mar 2023)
Monitoring and auditing the calls taken by the individuals and ensuring high quality while taking the calls.
Sharing dashboards with the management on parameters like sales targets achieved, trend etc.
Managing team performance and handling conflicts within the team.
Participating in the meetings with the Leadership team to discuss and plan the ways to improve overall
quality and sales targets.
Worked with Stashfin as a Process Manager- Operations for 1.5 years (Feb 2021 to Aug 2022)
Managing a team size of 50 associates.
Work involves performance reviews of associates with respect to the sales targets given to each individual.
Governance meetings with Leadership giving updates on the targets achieved.
Worked with Shop Bazaar Online Shopping as a Manager- Operations for 1.6 years (July 2018-Jan 2020)
Managing inbound and outbound process with about 50 resources.
Worked end to end in setting up the Process to generate revenue.
Providing refresher trainings/ Product trainings to the new candidates.
Providing Daily/Weekly/ Monthly updates to the Leadership Team on team’s performance.
Managing conflicts within the team.
Worked with Naaptol Online Shopping Pvt. Ltd. as a Deputy Manager- Operations for 2.5 Years (Nov
2015- May 2018)
Managing a Team of 4 Team Leads having individual teams of 25 associates.
Managing conflicts within teams.
Providing Refresher trainings / Product Trainings to the team to ensure regular updates shared within
teams.
Preparing Performance Dashboards on Weekly/ Monthly basis and presenting these to the
leadership.
Ensuring Quality parameters of teams are met.
Handling end customer escalations and ensuring 100% Customer satisfaction.
Worked with Homeshop18 as a Team Leader- Operations for 7.8 Years. (Feb 2008 -Nov 2015)
Handling an Inbound Customer Service Campaign (Sales / Customer’s Service Process) catering to
Customer queries.
Train and Coach the team to overcome the complicated situations.
Monitor measure and report Team performance metrics.
Building and maintaining an effective Team environment.
Ensuring all the quality parameters of the Team is met.
Keeping a constant eye on the quality scores of the Team to ensure smooth delivery.
Respond to customer complaints and handing escalations
Ensuring cross selling/upselling done by executives to achieve the daily target
Continuous monitoring and auditing of inbound calls and take necessary measure to meet company
expectation
Worked with ATS services as an Advisor in an outbound campaign offering Loans (SBI). An end to end
process beginning from generation of a lead till the closure of a Case. (Aug 2005 - Jan 2008)
Educational Qualification
MBA in Sales Marketing from Kalinga University Raipur Chhattisgarh in the year 2017.
Graduate in Arts from Delhi University in the year 2006.
Passed Class 12th from Haryana Board in the year 2002.
Passed Class 10th from Haryana Board in the year 2000.
Bio-Data
Date of Birth : 20th Oct 1985
Father’s Name : (Late) Shree. Sushil Sharma
Mothers Name : Smt. Geeta Sharma
Address : 5D/77, NIT Faridabad, Haryana- 121001
Marital Status : Married
