Abhinav Sharma Email and Phone Number

• Oversee nationwide operations (Email & Chat Bot) for Merchant Helpdesk, for QR, Soundbox & POS Devices.• Manage workflows and allocate tasks to outsourced teams housed at multiple vendors across India.• Initiate strategies to enhance key performance indicators (KPIs) including AHT, First Response Time, First Time Resolution, Process Adherence, Tagging & Queue Compliance, C-SAT, and Quality Scores.• Review vendor performance metrics, headcount availability, escalations, new hire training batches, and conduct RAG analysis to mitigate absenteeism and attrition.• Conduct interviews for in-house associates & KAMs (Key Account Managers) and client rounds for third-party associates.• Coordinate trainers for knowledge transfer during new updates related to products, offers, and processes.• Act as a Subject Matter Expert (SME) to address rebuttals raised by in-house/outsourced advisors.• Implemented auto-assignment of tickets to streamline the process and eliminate manual ticket assignment time.• Introduced a Performance Management System within Freshdesk (CRM Tool) to track and analyze productivity, resolution percentage, and repeat percentage, reducing advisor dependency.• Share customer VOC (Voice of the Customer) & insights with leadership and business stakeholders to enhance services and SOPs.• Conduct periodic one-on-ones with vendor partners to address their challenges & grievances to guide towards resolution.• Ensure compliance with Infosec & GDPR guidelines at Vendor Facilities.

• Prepared reports & presentations for Weekly & Monthly Business Reviews.• Maintained & published weekly and monthly dashboards of Overall Metrics of the Process such as Productivity, SLAs, and Quality Scores.• Audited financial objects & activities (e.g., Purchase Orders to Vendors, Invoices & Statement of Work).• Managed work delegation & tracked QA team to maintain agreed Scope of Audit.• Communicated/escalated high priority issues to leadership promptly.• Conducted Quality huddles with operations team to enhance quality and process knowledge.• Implemented Lean and JDIs (Just Do It) ideas in the process to reduce Man hours.• Trained new recruits & created learning paths to ensure a smooth onboarding experience.• Participated in Business Continuity planning with SEPG to be followed in case of Hazards at Workplace.• Independently managed regular client interactions on daily, weekly & monthly basis for businesses like Rolls-Royce, Citi Bank, Facebook (Now Meta).

• Published reports and dashboards to ensure quality deliverables.• Conducted periodic calibration sessions with team managers to minimize process gaps.• Performed Problem Resolution Root Cause Analysis.• Maintained & Improved process SOPs and process-related documents.• Conducted daily audits of process transactions like First Time Resolution, Process Adherence, Email Etiquettes, Status, Tagging & Queue Compliance.