Mansha Sharma

Roles and Responsibilities:-

• Manage day-to-day activities of delivery team of 120 associates and 4 team leads to ensure timely and accurate customer deliveries as per SOW.
• Scope, plan, and manage process against plan (setup weekly meeting, manage deliverables/milestones, to ensure project delivery)
• Analyzed main operations practices and implemented new methods that improved efficiency.
• Aided senior leadership by recommending corrective actions and improvements to company operations.
• Minimized discrepancies by effectively training employees on best practices, policies and procedures.
• Perform resource allocations and workload assignments according to delivery requirements.
• Ensure that team maintains high level of competence and operational excellence, evaluate performance of team members and determine PIP & training needs.
• Develop process improvements to achieve cost effectiveness and time saving.
• Make critical business decisions to meet customer expectations and serving as primary point of contact for operations with clients.
• Report delivery status to clients, develop required delivery documentations for MBRs & QBRs with clients and management.
• Communication of progress/risks/issues to leadership team internally and externally.
• Utilize tracking and reporting tools to ensure effective project documentation, knowledge transfer, and business continuity.

Achievements:-

• Successfully completed a project on improvising external quality scores from 96.53% to 99.75% within two business weeks using Agile Principles and way of working.
• Instrumental in deploying Order Intelligence Platform flawlessly and achieved productivity benefits of $25.87million on Cost to Serve.
• Successfully completed a project to reduce Man-hours invested to perform internal Audits on all transactions i.e., as good as 1.5 FTE and to arrest any privacy incidents to save on any corporate advances or financial implications.

Roles & Responsibilities: -

• Lead and managed a team of 30 members across three-sites providing customer service to ensure compliance for process metrics and provide customer delight for leading US Insurance Service Provider
• Ensuring delivery of monthly targets, compliance & quality for team.
• Review and analyze team performance and managed attrition.
• Generating comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
• Encouraging team members, communicating team goals and identifying areas for new training or skill checks.
• Conducting team meetings to update members on best practices and continuing meeting expectations
• Identifying opportunities with existing service defects and liaise with clients on how process can be improvised.
• Managing high value customer escalation and providing resolutions.
• Ascertained trends & provided resolutions to exceptional scenarios escalated by business.
• Managed projects in improving customer experience and service levels.

Aside regular responsibilities performed Business Analysis for Leading Telecom Project in MEA

• To ensure that user requirements for business units are documented, developed, and delivered, and get involved in designing optimal solutions including process optimization that meets objectives of business portfolio.
• Supporting business unit owner in formulation of an initiative by determining problems and identifying business needs to ensure that business needs are aligned to business strategic and tactical goals.
• Conducting POC (Proof of concept) on products to access damage.
• Supporting designing & implementation of System process for ‘FTTx Infrastructure Build' in IT systems, which includes Fibre plan & build process.
• Supporting designing & implementation of System process for ‘FTTx Order to Activate in IT systems, which includes capture of sales, order provisioning and service activation.
• Documenting and managing changes to requirements throughout project life cycle by capturing requirement attributes.
• Identifying risks related to changes in requirements, determining impact and recommending actions to mitigate risks where possible.
• Supporting UAT of applications and report out findings along with tracking measures to resolve them

Achievements: -

• Reduction in shrinkage from 15% to less than 10%, attrition below 2%, and improved Net Promoter Scores for team from -22 to +7.
• Played pivotal role in managing quality thus achieving > 95% of average monthly quality for Australian Telecom project.
• Winner of "Best Team" “Star of the Quarter” for outstanding overall performance .
• “Busy-bee award” for two consecutive quarters for displaying sincerity, punctuality, dedication & contribution to Call Centre at TCS.

Driving achievement and improvement of quality standards, meeting monitoring targets, and analyzing customer verbatim to maintain positive NPS scores.

Regular briefings were convened, activity reports were analyzed, and awareness of emerging trends was maintained to enable effective quality analysis practices.

Achievements:-

• Reduced cycle time of Order to Activate process in control within 3 months of launch of Case Management Model.

Case Management and Project Co-ordination to ensure seamless transition of residential, small business and Government Enterprise Sites from Copper to a from Copper Infra to a regulated and government owned optic fiber network for a leading Australian Telecom Client.

Composed lean, modern, and relevant web copies for a leading UK retail brand's website, including product aspiration, website content, and marketing materials. Responsible for editing, proofreading, coordinating content sources, conducting site walks, providing support, and achieving exceptional performance recognition.

Managed direct collections and customer accounts for a leading UK insurance company.

Handled correspondence, queries, policy setup, refunds, cancellations, underwriter coordination, complaint resolution, and training support, while organizing activities for team members' skill improvement.