Neelmani Sharma Email & Phone Number

Noida, Up, In

Noida Area, India

• Supervising teams of escalation engineers including leads, responsible for global Level 2 application support for BirchStreet E-Procurement Solution including buyer and supplier management, a multi-tenanted cloud ERP used by world top 20% of 5 and 7 Star hotels like Hilton, JW Marriott, Hyatt and casinos like Wynn, Resorts World, Choctaw Nation, Melco etc. Maintaining client relationships, ensuring high-quality service and completion of work within deadlines contributing to improved Net Promoter Score (NPS) and Customer Satisfaction (CSAT).• Root cause analysis of incidents and problems reported.• Analysis of SLA performance, proposing remediation plans and enforcing improved SOPs.• Presenting KPI and KRI in executive meetings.• Continuous improvements by emphasizing on quality checks, feedback sessions, coaching, identifying training and knowledge gaps, facilitating product training and motivating team by setting examples to perform these timed and recurring tasks to achieve operational excellence.• Special expertise in leading high velocity teams, handling complex projects, risks, and diverse stakeholder management.

Noida Area, India

• Worked as a multi-talented project coordinator under the PMO department, supervised a team responsible for coordination and bridging communication between external and internal clients related to numerous accounts and projects which majorly included E-Learning and E-Commerce solutions used by leading professional training companies like FranklinCovey, healthcare publishing company like Reed Eslevier, top US internet radio entertainment company like Audacy Inc. to name a few.• Enterprise customer support for E-Learning and E-Commerce clients.• Global customer support and relationship management across diversified regions.• Efficiently categorized and assigned tasks to engineering, support teams as per scrum and agile, tested functionality in UAT and sign-off before updating clients and stakeholders.• Shared project status, minutes-of-meeting and reports with stakeholders.• LMS administrator for clients like FranklinCovey, Entercom, Word & Brown, Audacy Inc. and Reed Elsevier.• Worked as global e-commerce support administrator for clients like Reed Elsevier and Packsize.• Proactively reported any identified bug or improvement in software products, apps via Sandbox test cases.• Created and updated versions of knowledge base, FAQ, product user guides and prepared release notes,• Led team huddles for prioritization of open items and reviewed progress of on-going tasks.• Monitored AWS server, medical news E-Publishing support and participated in product development.• Supported the sales team by data mining from sources like Zoominfo, Rainking, Salesforce, Data.com, Linkedin, etc, in well formatted Excel spreadsheets and sharing that with Sales Director to help targeted prospecting. Assisted sales teams with RFP responses, Presentations, setting up sales meetings, etc.• Worked as recruitment coordinator for Ernst and Young under the United Nations Development Programme.

Noida Area, India

• Worked as a team member in the enterprise support team for Royal Bank of Canada process to assist RBC users with their software and hardware infrastructure related queries and issues.• Researched IT issues by troubleshooting enterprise software, hardware, VPN, Microsoft Outlook, etc.• Assisted in incident management as per ITSM frameworks with ownership, prioritization in HPSM/Peregrine.• Escalated for on-site help to right parties to ensure in-time resolution is achieved for remote RBC users.

Gurugram, Haryana, India

• Supervised team working under to Quickbooks project, providing support to US and Canada based customers of QuickBooks Accounting and QuickBooks Point of Sale - renowned global leader in accounting solutions.• Motivated team for continuous improvement in CSAT and VOC.• Conducted process and refresher training as well as acted as floor support for team members. • Pitched for software, hardware and service contract sales as well as achieved sales targets.• Led meetings and huddles, discussed targets, achievements, action plans, SOPs & guidelines.

Gurugram, Haryana, India

• Senior executive in a team responsible for providing on-call support to Dell customers to help with their Dell Hardware and Software related issues.• Outbound calling Dell customers for heat checks to ensure high CSAT and improved VOC.• Up selling hardware, software and Dell service contracts.

Noida, Uttar Pradesh, India

• Worked as team member in BT and AT&T processes assisting US, UK and ANZ customers for troubleshooting their ISP, routers, switches, modem, network (dial-in and broadband), internet browsing queries or issues.

Gurugram, Haryana, India

• Worked as team member in First Horizon National Bank and Ameriprise financial processes and responsible for US mortgage compliance as well as US financial services under BFSI vertical.

Pgdca, Information Technology

Master Of Business Administration - Mba, Human Resources Management/Personnel Administration, General, A

Bachelor Of Commerce - Bcom, Accounts And Marketing

Activities and Societies: DOEACC