Sharmila Srivastava

SHARMILA SRIVASTAVA D-19, Second Floor, Eldeco Residency Greens, Sector – Pi, Greater Noida-201310 Contact: - Email:-- Operations Management - Service Excellence Management - Process Enhancements - Client Relationship Management - Quality Compliance - Team Management CAREER SKETCH A seasoned professional with 19 years of experience in Operations Management, Service Excellence Management, CRM, Process Enhancements, Training & Development, Quality & Compliance & Team Management. Worked as Customer Lead Operations. Proficient in managing & leading teams for running successful customer service operations & experience of implementing procedures, managing backend operations for business excellence. Dedicated and competent professional with rich cross functional exposure in entire spectrum of Medical Billing, Accounts Management & Accounts Receivable related functions. Deft in handling wide range of activities like Collections, Customer Care, Client Handling, Migrations. A keen planner & implementer with track record of developing operational policies / norms, systems & controls, motivational schemes & customer service standards. Resourceful in acting as an escalation gate to resolve critical issues of the team members. Travelled to Onshore Site on couple of accasions for smooth transition to offshore. Skilled in conducting various training sessions for enhancing performance and quality of service. Proficient in managing & leading teams for running successful service process operations & experience of implementing procedures, service standards for business excellence. Excellent people management, mentoring skills with the ability to train and motivate cross cultural teams in optimizing their abilities in customer relationship management. Adept in successfully marketing financial services and consumer products to both corporate and retail customers. PROFICIENCY FORTE Service Excellence Management  Certified as Epic Trainer from Onshore.  Credited for maintaining above 100% productivity and played significant role in computerising resulting in great improvement in MIS activities.  Initiated system of current Supply Chain systems & Procedures.  Nominated as “Inventory Controller” to respond to the Crisis within the shortest possible time and guide the staff to handle the emergency in safe and effective manner.  Handling a team of 200+ members working towards goal setting for floor according to service level agreements, monitoring projects performance including team leaders in demographic.  Managing operations for rendering & achieving quality services.  Handling a team of 30 members working towards goal setting for floor, according to service level agreements, monitoring projects performance.  Conducting meetings and conference calls with client to discuss Operational / Productivity Standards and Practices & resolving issues pertaining to the services for accomplishing customer satisfaction metrics.  Analysing MIS & other statements with a view to upgrade the floor with latest downloads on the technical process operations; assist in critical decision-making process. Quality & Compliance  Mapping client’s requirements by maintaining trend/analysis based on weekly Customer Satisfaction & language monitor scores, implementing audits in line with the guidelines specified by the client; within the COPC guidelines to streamline the Quality Process.  Ensuring that teams adhere to all the quality tools & procedures.  Facilitating QA calibration sessions with managers, team leaders & trainers for ensuring consistency thus obtaining/ delivering feedback on performance.  Documented “proofed” cheques and moneys for deposit and co ordinate with other department to resolve problems with cheques that failed to clear.  Ensured work deliverables and constant improvement in quality via feed backs from clients and implementing it to enhance the work quality. Process Management  Mapping client’s requirements for delivery; assisting in developing, implementing and transitioning, customising processes in line with the guidelines specified by the client.  Preparing standard operating procedures, manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements.  Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.  Preparing suggestion reports to clients on routine denials and issues related to non-payable procedures. Training & Development  Conducting individual, group and organisation based training needs analyses & assessments.  Developing and delivering individual training / group coaching and instructional programs, encompassing a wide range of soft skills, operational, management in terms of skills and attitude.  Evaluating effectiveness of training and development programs and utilising relevant evaluation data to revise or recommend changes in instructional objectives and methods.  Organized various training sessions for the team to enhance their performance. Team Management  Managing Team functions viz. planning, recruitment, selection & performance management (including performance/ quality evaluation) for all employees in the organisation.  Leading, mentoring, coaching, monitoring team members to ensure efficiency in product knowledge, process operations & meeting of individual & group targets.  Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst Team members. CAREER HIGHLIGHTS Work From Home (on contract basis) At Present working with Amazon Development India Pvt. Ltd. Talisman Solutions Pvt. Ltd., Noida Accounts Manager-Operations E4E Health Care Business Pvt. Ltd., Noida Customer Leader / Sr. Manager Jan 2010 to Sept 2015 July 2016 to Mar 2019 - Operations Globerian India Pvt. Ltd, New Delhi Deputy Manager-Operations Jan 2007 to Dec 2009 Asst. Manager Apr 2006 to Dec 2007 Sr. Team Leader Apr 2005 to Mar 2006 Alpha Thought Technologies Pvt. Ltd., Noida Team Leader Apr 2003 to Mar 2005 Metasync Technologies Pvt. Ltd., Noida Team Leader Apr 2002 to Mar 2003 MDR India Pvt. Ltd., Noida, Billing Officer Apr 2000 to Mar 2002 Lovleen Exports, New Delhi Billing Officer Apr 1999 to Mar 2000 Bharat Roll Industry Pvt. Ltd., Kolkata Computer Operator Sept 1995 to Oct 1997 ACADEMIC CREDENTIALS  B.A (Hons.) from Calcutta University, Kolkata,1994  Certifications   Diploma in Software Management from DATAPRO, Kolkata, 1995 Proficient in MS Excel, Word, and Power Point. PERSONAL VITAE Date of Birth : 8th July, 1970 Languages Known : English, Hindi & Bengali.