Sharad Sachdeva Email & Phone Number

Gurugram, Hr, In

Gurugram, Haryana, India

New Delhi Area, India

Currently working as a Project Manager for a Government Project (Ministry of Health) with a span of 130 people including 3 supervisors & an Asst Manager on board. Managing complete call center operations with SLA monitoring, Change Management, Customer Relationship Management, Quality Assurance, Profit Center, Management & Hiring along with training etcAn outbound call center with a capacity of 10k on a daily basis across different states..

New Delhi Area, India

Noida Profit Center Head for a KPO....Having a team of 135 for KPO/Digitization at various projects with 7 Team Leads and an Asst Manager for different Projects. Clients were: Tata Tele-services Ltd (KPO) - Approx 375 KPI's are getting prepared and delivered on a regular basis. Different Government Departments (Digitization)

Noida Area, India

o Process Conceptualization & Development Process Conceptualization Designing Work flows Coordination with IT team for Development Development design as per the requirement TRAI & Field teams Keeping self & stakeholders informed on latest developments Implementation of various IT solutions & operational alignment New Process Rollouts to Circle Teams.o KPO Management Monitoring of KPI (timeliness, correctness & completeness) Process Automation Process Redundancy & Productivity Planning Hiring & Training of fresh manpower People Management & Development P & L monitoringo Process Audits Circle Process Audits Call Centre Process Audits as per the Quality Grids Identifying TNI (Training Need Identification) & than post training audits monitoring Vendor Process Audits TRAI Process Audit Co-ordinations Co-ordinations with Business Excellence Teams for various circle process audits Welcome Visit Audit through Tele-callingo Handling Call Centre - o Tele-verification of Customer (Inbound & Outbound) & Welcome Call (Outbound): Process construct for Call Centre with respect to KPI & Quality Daily monitoring of SLA, contact rate, AHT, TV negative %age, Quality Scores Agent productivity, Call Centre forecast building Post Training alignment of quality grid Handling call centre teams on a regular basis on key KPIs Ensuring Overall Budgetary control for the process Ensuring Customer Satisfaction. Quality Assurance at Call Centreo Field Address Verification & Welcome Letter Delivery: Process design for field Verification team Process Compliance related to Welcome Letter Quality Assurance with respect to process Handling circle teams on a regular basis on key KPIs TRAI Compliance on Welcome Letter & Bulk Connections Driving the KPI performance within the given AOPs Vendor Management Ensuring Overall Budgetary control for the processo Postpaid Operations (APM) Handled Postpay New Order Entry ops

Jaipur Area, India

Managing Collections (B2B & B2C) for Rajasthan CircleRetention (Voice & Data both) Activities for Rajasthan CircleCentralized Recovery Activities for Circle (Notices, Centralize agencies for Calling, Lok Adalat at all major towns)Subscriber Billing Processing, Printing & Delivery Managing Recovery Collections, Bad Debt along with the Asset RetrievalsCustodian for Receipt Book with Audit ManagementManaging Customer Complaints with ensuring resolution as per SLATeam ManagementManaging Customer Accounting & timely Refunds to the Postpaid Customer

Meerut Area, India

UMR Monitoring with Barring/unbarring monitoring for UPW CircleDunning Activity for UPW CircleManaging Fraud Management System (Pre-check & Usage) activity for UPWSubscriber Bill Processing, Printing & DeliveryTallyman Rollout (Automated Software for Collection bucketing )Custodian for Receipt Book with Audit Management

Kanpur Area, India

Managing Collection Activity (B2B & B2C) for Kanpur Cluster (Kanpur, Allahabad & Jhansi)Managing Recovery collections with the Asset RetrievalsResponsible for CDMA Equipment Installation for fresh connectionsResponsible for managing AV process for ClusterEnsuring monthly Billing DeliveryHigh usage Monitoring for the Cluster

Bareilly Area, India

Heading Collection for Secured & Unsecured Products (Home, Auto, TW, CV & PL) for Bareilly Hub (Including Moradabad & Haldwani Area).

Roorkee

» Responsible for Credit (UMR & FMS) & Collection for Muzzafarnagar Zone » Responsible for Financial activities for Roorkee DO» Managing complete AV process for zone including the verification of fresh documents.

Bulandshahr Area, India

» Responsible for financial, Activation of Fresh Customers & Collection activities of Bulandshahr (Bulandshahr, Khurja & Sikandrabad) Zone » Managing complete banking operations for Zone» Managing Receipt Book for Zone» Managed Collection for all buckets for Zone

New Delhi Area, India

» Managing Export Documentation» Handling Banking Transaction ( including Forex)» Managing Financial books (Journal accounts, Cash book, Payment reconciliation, Daily Bank transaction, Follow up with parties, preparing monthly statement of realization).» Assisting in preparation of Final books of Accounts (Balance Sheet).» Monthly Bank Reconciliation.» Monthly Divisional Accounting.» Maintaining Debtor Accounts with monthly outstanding statements (agent wise).

Mba, Crm & Telecom

B.Com, Commerce

Education record