Saurabh Sharma
Westmead,NSW
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
10
10
years of professional experience
Work History
Operations Manager, Customer Experience
Solar Power Nation Pty. Ltd.
Sydney, NSW
07.2020 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Managed inbox with over 100 emails requiring adept responses.
- Managed and provided resolutions to complex situations for a team of after-sales coordinators engaged in hi call volume environment.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Answering compliance and legal requests and acting on behalf of the director for representation in such matters.
- Directed initiatives to achieve regulatory compliance, foster good business practices, and meet component quality standards.
- Worked with internal teams to understand and improve processes for better outcomes and performance enhancement.
- Finding areas where innovation and change in strategy can be implemented to enhance employee performance.
- Resolved customers' issues related to online purchases, late product deliveries, and billing issues to encourage good customer relationships.
- Implemented ticket tracking system and worked with theteam to create acustomized system for improved tracking and logging of work issues.
Systems Analyst
Atos Syntel GDC
Pune, India
01.2016 - 02.2020
- Resolved or escalated problem tickets to resolve user issues.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Planned and conceived computer systems using information engineering, data modeling and structured analysis.
- Resolved malfunctions with systems and programs through troubleshooting.
- Investigated and addressed system issues to enhance usability and improve functionality.
Integration Analyst
Dell Services
Noida, India
07.2012 - 01.2016
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Collaborated closely with upper management to drive strategy through development and implementation of new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Masters Of Computer Applications - Information Technology
Punjabi University
India07.2012
Skills
- Performance Monitoring and Evaluation
- Records Organization and Management
- Continuity Management
- Team Recruiting and Onboarding
- Sales Tracking
- Corrective Actions
- Customer Care
- Problem Anticipation and Resolution
- Customer Inquiries
- Operating Procedures and Policies
- Customer Experience Improvement
Timeline
Operations Manager, Customer Experience
Solar Power Nation Pty. Ltd.
07.2020 - Current
Systems Analyst
Atos Syntel GDC
01.2016 - 02.2020
Integration Analyst
Dell Services
07.2012 - 01.2016
Masters Of Computer Applications - Information Technology
Punjabi University
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