Poonam Sharma

Working with UAE's Top Notch - Telecom Brand (Etisalat):

• Optimized call center operations by introducing advanced telecommunication systems and effective workforce management techniques.
• Implemented proactive communication strategies that pre-emptively addressed potential issues before they escalated into actual complaints from customers.
• Supervised 40+ Manager UHDs in providing excellent customer service to callers requiring assistance for MSP, SDWAN and Typical IT helpdesk issues.
• Reviewed weekly reports generated from various tools used internally such as KPI dashboards highlighting potential issues before escalating them upwards along management hierarchy.
• Provided regular updates on recruitment KPIs to senior management, showcasing progress towards established goals and objectives.
• Acknowledged for exceptional performance and dedication to the role, receiving multiple recognitions from management and peers.
• Prepared detailed reports outlining departmental performance metrics and KPIs for upper management review.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked flexible hours across night, weekend, and holiday shifts.
• Paid attention to detail while completing assignments.
• Overall managing end to end operations working collectively with various departments with regard to major incidents raised by customer on priority basis.
• Managing team appraisals, one on one discussion monthly
• Skip meetings with HR to ensure organizational health check is maintained month on month
• Managing KPIs related to operational governance for smooth daily transitioning like SLA, Quality, service delivery and ensuring that due diligence is adhere by team
• Responsible for daily scrum meetings with leaders (Upstream & Downstream)
• Actively responsible for managing project with outsourced partner i am acting as client to partner sites
• Actively responsible for managing vendors, stake holders
• Identified opportunities for process improvements within the company''s procurement practices, streamlining workflows for greater operational efficiency.
• Collaborated with cross-functional teams to optimize supply chain operations, ensuring timely delivery of products.
• Worked closely with legal departments to ensure compliance with contractual agreements while safeguarding the company''s interests at all times.
• Developed innovative solutions for inventory management challenges, reducing stock-outs and minimizing excess stock levels.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.

Managing Vendors like: AW Rostamani, Americana Food KFC, ADCB, Mashreq, RPM and Abudhabi Police.

WELLS FARGO - US Based Bank:

Mentored junior team members by sharing knowledge on best practices for successful bank operations management techniques.

• Oversaw cash management processes, ensuring accurate recordkeeping and timely reconciliation of transactions for audit purposes.
• Evaluated existing workflows to identify areas for improvement, resulting in increased process efficiency across multiple operational functions.
• Improved bank operations efficiency by implementing streamlined processes and procedures.
• Assisted in annual budget planning, analyzing historical data to forecast future expenses and revenue growth opportunities accurately.
• Spearheaded initiatives aimed at reducing fraudulent activities within the branch, leading to improved security measures and reduced financial losses from unauthorized transactions.
• Developed comprehensive employee training programs, improving overall staff competency in handling complex banking operations tasks.
• Banking KPIs, daily operations, quality and service delivery
• Championed internal audits proactively identifying discrepancies before external audits, maintaining a strong record of compliance and reducing the risk of penalties.
• Fostered an environment of open communication amongst team members, promoting collaboration and a cohesive work culture within the bank operations department.

DELIVERED 3 SUCCESSFUL TRANISITION PROJECTS - (TELSTRA, SENSIS, RAIN TELECOM, GTAA) -(Australian, South African & Canadian customer)

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Provided basic end-user troubleshooting and desktop support.
• Spearheaded the adoption of remote support technologies, enabling quicker issue resolution for offsite employees.
• Evaluated RFP responses and set up favorable pricing.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
• Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
• Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
• Provided immediate emergency response and incident management.
• Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
• Improved service quality, addressing client concerns promptly and professionally.
• Led cross-functional teams to achieve project goals on time and within budget.
• Managed Project KPIs, SLA and quality performance
• Directed human resources efforts including recruitment, performance management, compensation planning, benefits administration, workplace safety programs compliance ensuring personnel remained highly motivated and committed to organizational success.
• Developed and monitored key performance indicators related to patient care quality, staff satisfaction, and operational efficiency as part of ongoing performance management efforts.
• Reduced downtime through proactive monitoring and prompt resolution of network issues, maintaining high levels of customer satisfaction.
• Developed and implemented procedures for preventive maintenance, backup, and data recovery.
• Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.

AIRTEL SOCIAL MEDIA ACCOUNT:

Supervised over 150 associates to deliver end-to-end solutions for issues arising in automated processes.

• Developed strategic partnerships with key stakeholders, fostering collaboration and driving growth.
• Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
• Analyzed performance data to identify trends and areas for improvement, informing strategic planning processes.
• Oversaw risk management efforts, identifying potential operational risks and implementing preventative measures to mitigate impact.
• Managed inventory control processes to minimize stockouts and excess inventory, ensuring product availability and reducing storage costs.

Telecom Project: Reliance Postpaid, FTTH, Jio Prepaid account, retail stores - Led a team of over 100 associates, providing comprehensive support for enterprise accounts

• Mitigated risks through meticulous planning and proactive identification of potential issues in operations.
• Participated in disaster recovery planning initiatives, securing reliable backup solutions for essential telecommunication services during emergencies.
• Managed day to day operations responsible for taking care of team performance
• Assessing quality metrics and brain storming weekly call calibration improving quality parameters
• Maintained detailed records of all cabling and telecommunications activities and equipment.
• Managed operational KPI Quality, SLA, team monthly performance

CUSTOMER SERVICE RETAIL & TAXATION(US Based Client)

Conducted assessments, identified improvement opportunities, and performed audits for Jeff Bozos escalations. Managed a team of 60+ employees, ensuring consistent adherence to quality standards.

• Evaluated the impact of proposed tax legislation on clients, advising them on potential risks and benefits associated with various policy changes.
• Devised tailored action plans to address recurring issues identified through trend analysis, leading to significant improvements in long-term customer satisfaction levels.
• Resolved taxpayer disputes through effective negotiation skills, achieving mutually beneficial resolutions for all parties involved.
• Implemented risk management controls to identify potential areas of non-compliance, mitigating potential fines or penalties from regulatory bodies.
• Collaborated with multi-disciplinary teams for comprehensive tax planning, optimizing financial outcomes for clients.
• Administered various state incentive programs aimed at promoting economic development through job creation, investment, and tax relief.
• Provided expert advice on complex tax matters, facilitating accurate reporting and reducing potential liabilities.
• Conducted in-depth research on tax law changes, staying current on latest developments and best practices.
• Mentored junior team members on taxation principles and procedures, fostering a culture of continuous learning and professional growth.
• Managed monthly performance with team regular coaching, 1X1 meetings offered to team
• feedback and assistance offered to SME rollout of monthly kaizen to SME for process check

Thompson Airways -TUI (UK Based Client)

• Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
• Improved communication within the team through regular meetings, updates, and open channels of communication.
• Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.
• Coordinated with General Manager in different operational issues and promotional activities.
• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Managed Team leaders and SME's KPI

• Implemented industry best practices in instructional design methodologies, resulting in more engaging and effective learning experiences for employees.
• Optimized learning outcomes by integrating cutting-edge technologies into traditional classroom environments.
• Developed instructional materials, including videos, presentations, and manuals, ensuring clarity and consistency across all training content.
• Directed training programs and development paths for managers, supervisor, trainers.
• Trained staff during demonstrations, meetings, conferences, and workshops.
• Tested all training software and hardware prior to commencing training programs.
• Created in-depth training manual for all employees.
• Managed all exempt employee coaching, training, and performance improvement actions. (TNI, TNE, TNA)
• Managed Trainers KPI - Certification, throughput through check the checker mechanism.

Managed 30 Team members - (Domestic - Indian Customer)

• Mentored junior team members, fostering a positive work environment that encouraged professional growth.
• Exceeded sales targets by motivating team members and providing ongoing coaching.
• Enhanced customer satisfaction through proactive problem-solving and consistent followup.
• Developed strong relationships with key clients, resulting in increased repeat business.
• Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
• Investigated discrepancies discovered during auditing process.
• Supported strategic decision-making by providing senior management with actionable insights from audit findings.
• Bolstered organizational integrity, conducting ethics and compliance audits.
• Coaching agents providing assistance with process knowledge
• Took Huddles and daily briefings sessions managed Dip check weekly process checker
• Monitoring monthly calls and sharing monthly feedback
• Initiated PIP month on basing on performance
• Prepared audit programs and documentation in alignment with Generally Accepted Auditing Standards (GAAS).