Rajesh Sharma Email & Phone Number

Toronto, Ontario, Canada

System Administrator for Salesforce and Nortridge Loan Management system (NLS).Salesforce Administrator - New User setup, Create/maintain: Process/Flow builders, Lightning/HTML Email templates, Email automation, Lightning page layouts, Reports/Dashboards, List views, PDF ButlerTier 1 End User Salesforce technical support.Tier 1 and Tier 2 NLS technical support.Subject Matter Expert.Change Management.Creation/development of User StoriesDevelopment and execution of… Show more System Administrator for Salesforce and Nortridge Loan Management system (NLS).Salesforce Administrator - New User setup, Create/maintain: Process/Flow builders, Lightning/HTML Email templates, Email automation, Lightning page layouts, Reports/Dashboards, List views, PDF ButlerTier 1 End User Salesforce technical support.Tier 1 and Tier 2 NLS technical support.Subject Matter Expert.Change Management.Creation/development of User StoriesDevelopment and execution of functional and UAT test plans.Gathering and documenting business rules.Process mapping.Hardware and general software support.Telephony User administration.Jira Technician Show less

Toronto, Canada Area

Led implementation of a loan management system, and a proprietary SAAS loan application intake/adjudication platform for Operations. Managed the migration of existing loans into the new loan management system for Operations.Test in-house developed system feature enhancements in UAT.Work with IT/Technology to troubleshoot issues with the Nortridge Loan SystemWork with Project Management on third party system enhancements. Develop test scripts.Manage test script execution… Show more Led implementation of a loan management system, and a proprietary SAAS loan application intake/adjudication platform for Operations. Managed the migration of existing loans into the new loan management system for Operations.Test in-house developed system feature enhancements in UAT.Work with IT/Technology to troubleshoot issues with the Nortridge Loan SystemWork with Project Management on third party system enhancements. Develop test scripts.Manage test script execution within a UAT environment.Develop and maintain Standard Operating Procedures. Facilitate Product updates/enhancement and new system training to new hires along with existing staff.Conduct training needs analysis, and develop training material. Curriculum includes PowerPoint presentations, Facilitator guides, learning assessments, case studies, and job aids. Proficient with Nortridge Loan Management System and Lendesk.Co-Chair Joint Health and Safety Committee. Show less

Mississauga, Ontario

Master Certified Facilitator.Facilitate New Hire, Product updates/enhancement, New product launches, and Quality training via classroom and video conference.Conduct Train The Trainer sessions.Co-ordinate training with six outsourcing Partners both on and off shore.Audit outsourced Partner Training performance. Ensure compliance with Intuit standards.Participate in Trainer certification.Mentor/coach Agent Trainers.Conduct random call Quality audits both remotely and… Show more Master Certified Facilitator.Facilitate New Hire, Product updates/enhancement, New product launches, and Quality training via classroom and video conference.Conduct Train The Trainer sessions.Co-ordinate training with six outsourcing Partners both on and off shore.Audit outsourced Partner Training performance. Ensure compliance with Intuit standards.Participate in Trainer certification.Mentor/coach Agent Trainers.Conduct random call Quality audits both remotely and side by side.Participate and lead Quality calibration sessions. Proficient with Salesforce. Show less

Toronto, Ontario, Canada

Conduct training needs analysis, and develop training material for Credit Card Customer Service, Credit, Fraud, and Disputes. Curriculum includes PowerPoint presentations, Facilitator guides, learning assessments, case studies, and job aids. Gather and document business requirements.Develop Standard Operating Procedures for Credit Card Customer Service, Credit, Fraud, Visa Disputes, and Settlements/Reconciliation.Subject Matter Expert for Credit Card Customer Service, Credit… Show more Conduct training needs analysis, and develop training material for Credit Card Customer Service, Credit, Fraud, and Disputes. Curriculum includes PowerPoint presentations, Facilitator guides, learning assessments, case studies, and job aids. Gather and document business requirements.Develop Standard Operating Procedures for Credit Card Customer Service, Credit, Fraud, Visa Disputes, and Settlements/Reconciliation.Subject Matter Expert for Credit Card Customer Service, Credit, Fraud, Visa Disputes, and Settlements/Reconciliation.Provide expertise on process development at onsite Client meetings.Proficient with First Data applications: 3270, Fraud Detection Work Centre, First Track, First Dispute, and Zoot Credit Adjudication.Proficient with Visa Resolve Online.In depth knowledge of Visa Core Rules and Regulations. Show less

Mississauga

Supervise a team of 14 FTE, 6 PTE, and two Team Leaders in a 24/7 environment.Facilitate training programs to new and existing staff.Conduct quality analysis by remote and side by side monitoring. A minimum of three scored quality audits per Agent per week.Develop and manage staff schedules including breaks, vacation planner, and forecasting.Manage and maintain Service Level.Respond/resolve staff inquires and customer escalations.Analyze data and statistics to identify… Show more Supervise a team of 14 FTE, 6 PTE, and two Team Leaders in a 24/7 environment.Facilitate training programs to new and existing staff.Conduct quality analysis by remote and side by side monitoring. A minimum of three scored quality audits per Agent per week.Develop and manage staff schedules including breaks, vacation planner, and forecasting.Manage and maintain Service Level.Respond/resolve staff inquires and customer escalations.Analyze data and statistics to identify trends and aberrations.Investigate root cause of Quality incidents raised against the Contact Centre.Developed Key Performance Indicators. Show less

Mississauga

Consistently achieved over 140% of sales target. Ranked 3rd out of 300 agents in sales.Achieved 100% customer satisfaction rate.Licensed in all provinces except Newfoundland, Quebec, and The Territories.Provide coverage as an Acting Team Leader.Cover Team Leader absences. Assignments ranged from one day to six weeks.Conducted side-by-side and remote call monitoring. Coached agents on customer service, sales, underwriting, and KPI’s.Handled escalated calls and… Show more Consistently achieved over 140% of sales target. Ranked 3rd out of 300 agents in sales.Achieved 100% customer satisfaction rate.Licensed in all provinces except Newfoundland, Quebec, and The Territories.Provide coverage as an Acting Team Leader.Cover Team Leader absences. Assignments ranged from one day to six weeks.Conducted side-by-side and remote call monitoring. Coached agents on customer service, sales, underwriting, and KPI’s.Handled escalated calls and contacted clients to discuss negative surveys results.Provided call center floor support.Partnered with team leaders to provide additional coaching to under-performing agents, and provided regular progress updates. Reviewed complex client complaints to determine if a refund was appropriate by discussing the issue with the binding Agent, listening to all inbound/outbound client calls, and if necessary escalating to the appropriate manager. Worked with Workforce Management to ensure Service Level targets were achieved.Facilitate training programs to both existing and new employees.Advise and quote customers on the most appropriate product(s) for their needs.Sell property and casualty insurance marketed through in inbound/outbound call center ensuring customers are charged premiums commensurate with risk.Identify and analyze acceptable risks and decline unacceptable risk or escalate for further review.Provide complete solutions to customer issues and escalate where necessary and appropriate.Preform front-line underwriting.Identify cross-selling opportunities. Show less

Credit Card Operations

Provided products/pricing, outbound/inbound sales, applications processing, Anti Money Laundering, Quality Assurance, Brand, and proprietary systems/applications training.Developed Outbound call flow resulting in a 35% increase in sales.Conducted random quality audits to quantify knowledge transfer. Training classes scored 85% or higher in post training quality results. Assessed Trainee performance, and regularly updated Operations Management.Liaised with Clients to review and… Show more Provided products/pricing, outbound/inbound sales, applications processing, Anti Money Laundering, Quality Assurance, Brand, and proprietary systems/applications training.Developed Outbound call flow resulting in a 35% increase in sales.Conducted random quality audits to quantify knowledge transfer. Training classes scored 85% or higher in post training quality results. Assessed Trainee performance, and regularly updated Operations Management.Liaised with Clients to review and improve training programs. Responsible for Change Management impact assessment on Training materials.Maintained a 0% attrition rate. Authored and developed training materials and learning assessments.Responsible for scheduling and co-ordination of training sessions, printing of material, and record keeping.Built and created process maps for Chargeback’s and Fraud Investigator.Developed and maintained Standard Operating Procedures for Chargeback’s and Fraud Investigator.Managed test script execution within a UAT environment for Chargeback’s and Fraud Investigator.Acted as Subject Matter Expert for MasterCard Chargeback’s, Fraud, Credit, and Collections. Proficient with TSYS systems: TS2, TDR, and Credit Care.Assisted in the launch of a start up Canadian Bank.Special Events Coordinator on-site United Way Fund raising Committee. Show less

Audit quality scoring for Quality Analysts.Conduct random quality audits for Associate’s.Maintained an average 12% increase in assigned Associate’s quality scores.Provided on the job the training and coaching to Associates and Quality Analysts.Side by side monitoring.Prepared, developed, and delivered up-training/refresher materials.Developed job aides.Coordinated new hire certification.Assisted in the development and delivery of Quality Assurance… Show more Audit quality scoring for Quality Analysts.Conduct random quality audits for Associate’s.Maintained an average 12% increase in assigned Associate’s quality scores.Provided on the job the training and coaching to Associates and Quality Analysts.Side by side monitoring.Prepared, developed, and delivered up-training/refresher materials.Developed job aides.Coordinated new hire certification.Assisted in the development and delivery of Quality Assurance initiatives.Provided 2nd level support to Associate’s and Management.Lead internal and external calibration sessions. Handled a rotation of 30 Associates. Show less

Burlington, Ontario

Answered Customer inquires regarding billing, collections, and sales.Provided technical support via telephone and email for Cable TV, Internet, and VOIP.Provided assistance for email setup, TCP/IP settings, hardware installation and configuration, Anti Virus, Firewall’s, password administration, Spyware, Pop-Up Blocker, browser plug-ins, website navigation, and router setup.Loaned to Tier Two Technical Support to provide assistance to Tier One Technical Support Representatives in… Show more Answered Customer inquires regarding billing, collections, and sales.Provided technical support via telephone and email for Cable TV, Internet, and VOIP.Provided assistance for email setup, TCP/IP settings, hardware installation and configuration, Anti Virus, Firewall’s, password administration, Spyware, Pop-Up Blocker, browser plug-ins, website navigation, and router setup.Loaned to Tier Two Technical Support to provide assistance to Tier One Technical Support Representatives in addition to handling escalated calls.Promoting Cogeco’s products and services.Up-selling. Show less

Provided on-the-job training for new associates.Improved departmental quality by 19% by conducting random quality audits.Reduced on-the-job training by six weeks by creating a universal new hire evaluation system.Senior representative - Escalated call desk. Maintained a 95% satisfaction rate.Was selected as Acting Team Leader, fulfilled tasks in absence of regular Team Leader.Worked with the training department to revise American Express customer service… Show more Provided on-the-job training for new associates.Improved departmental quality by 19% by conducting random quality audits.Reduced on-the-job training by six weeks by creating a universal new hire evaluation system.Senior representative - Escalated call desk. Maintained a 95% satisfaction rate.Was selected as Acting Team Leader, fulfilled tasks in absence of regular Team Leader.Worked with the training department to revise American Express customer service procedures.Functioned as a Mentor/Coach for new representatives.Handled Card member billing disputes. Duties included, negotiating settlements between the Merchant and the Cardmember, analyzing Merchant responses to determine charge legitimacy, and liaising between various departments to ensure Cardmember satisfaction.Maintained an average call time under 2 minutes and handle in excess of 140 calls per day in a 10-hour shift. Show less

Assisted in the creation of an on-line reference system for both Customer Service and Technical Support Representatives.Responsible for the Customer Win Back team. Maintained an 80% Retention rate.Developed Customer Service policy and procedures.Spearheaded the call centre launch of Look's high speed Internet Service.Authored and delivered Look's Internet service policy and procedures for all Customer Service and Technical Support Representatives.Handled escalated… Show more Assisted in the creation of an on-line reference system for both Customer Service and Technical Support Representatives.Responsible for the Customer Win Back team. Maintained an 80% Retention rate.Developed Customer Service policy and procedures.Spearheaded the call centre launch of Look's high speed Internet Service.Authored and delivered Look's Internet service policy and procedures for all Customer Service and Technical Support Representatives.Handled escalated calls.Created a quality control system for the call centre. Show less