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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.