SAKSHAM SHARMA
Faridabad
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Operations Specialist
Ultimate Kronos Group
Noida, IN
10.2022 - Current
- Managing Service Request which are entered in salesforce by customers
- Working on products like File based integrations, Work Force Management and Business Intelligence Reports.
- Have a good knowledge of different types of custom reports and file based integrations which are created under different products.
- Service requests are based on Integrations related to PRO product, Work Force Management product and Pro BI Product
- Addressed customer inquiries pertaining to integration development via Salesforce, Emails and calls.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex service issues, improving customer retention rates
- Developed training materials for new hires, resulting in faster onboarding and increased productivity
- Reduced customer complaints by enhancing communication channels and providing timely resolutions
- Improved service operations efficiency by streamlining processes and implementing new technologies
- Handled escalated customer concerns with professionalism and empathy, often turning negative experiences into positive outcomes through effective problem-solving techniques
- Performed root cause analysis on recurring problems, developing long-term solutions that minimized future occurrences
- Delivered weekly progress updates to leadership, facilitating informed decision-making and ensuring alignment with organizational goals
- Actively contributed to special projects aimed at optimizing team practices and operational processes.
Process Developer
Genpact
Gurugram, IN
06.2019 - 10.2022
- Performed regular audits of internal processes, identifying areas for improvement and driving change through targeted action plans
- Engaged in a pivotal role within a process transition initiative, focusing on the analysis and creation of contracts, reissues, and amendments for various insurance products including Life, AD&D, Short-Term Disability, and Long-Term Disability
- Conducted thorough evaluations of sold proposals, group applications, and field data to customize contracts according to group-specific requirements
- Utilized Salesforce, Document Management, and Access tools proficiently for generation and management of contracts
- Successfully underwent cross-training in IUS process, encompassing Implementation and Underwriting Specialist responsibilities
- Proficient in generating and maintaining various reports, including daily workload reports, daily TnM data maintenance, and daily TAT reports, ensuring efficient workflow management
- Currently spearheading project focused on supplement products, demonstrating leadership and project management capabilities.
Senior Associate
Metlife GOSC
Noida, IN
09.2016 - 06.2019
- Championed best practices in quality assurance, consistently delivering error-free work products that exceeded client expectations
- Managed SAP Billing operations, accurately computing customer premiums as part of Self-Administered Premium process
- Oversaw Direct Billing (DB) procedures, posting customer payments received via checks and wire transfers
- Administered Payroll tasks, including payment posting and reconciliation responsibilities, involving thorough examination of backup documentation provided by state side
- Maintained comprehensive production tracker to monitor team performance and workflow efficiency
- Assumed role of Backup Quality Analyst for SAP Billing operations, ensuring adherence to quality standards during absence periods
- Completed training in Long-Term Disability (LTD) claims processing, expanding expertise in claims management procedures.
Education
MBA - Operations
IMT Ghaziabad
BBA - General Studies
Guru Gobind Singh Indraprastha University
No Degree - CBSE Class 12th
Apeejay School
No Degree - CBSE Class 10th
Apeejay School
Skills
- Process Improvement
- Experience in leadership
- Project Management
- Process Documentation
- Written Communication
- Decision-Making
- Analytical Thinking
- Process Planning
- Active Listening
- Multitasking
- Team building
- Time Management
Certification
- 09/01/2022, LOMA 281 (Meeting customer needs with Insurance and Annuities)
- 12/01/2023, Power BI
Accomplishments
- Achieved top performance recognition for July 2017, December 2019, March 2020, and August 2021, demonstrating consistent excellence.
- Honored with the Above and Beyond Call of Duty Award in 2020 for exemplary dedication and exceptional contributions.
- Earned Lean certification in August 2021, showcasing proficiency in Lean methodologies.
- Recognized with the Gold award twice and the Platinum award once in 2023, highlighting outstanding achievements and commitment to excellence.
- Received the Bronze award in 2024, further underscoring a track record of commendable performance and contributions.
Timeline
Service Operations Specialist
Ultimate Kronos Group
10.2022 - Current
Process Developer
Genpact
06.2019 - 10.2022
Senior Associate
Metlife GOSC
09.2016 - 06.2019
MBA - Operations
IMT Ghaziabad
BBA - General Studies
Guru Gobind Singh Indraprastha University
No Degree - CBSE Class 12th
Apeejay School
No Degree - CBSE Class 10th
Apeejay School
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