Archana Sharma

AS

Looking for a job

Archana Sharma

@archanasharma5

I lead 24x7 operations teams, improving service quality, SLA performance, and workforce outcomes.

What I'm looking for

I'm looking to lead customer operations teams where I can strengthen SLA performance, service quality, workforce planning, coaching, and stakeholder management in a high-volume 24x7 environment.

I lead 24x7 voice operations for Allianz Partners' UK RSA emergency-support process, managing 3 SMEs, 2 ATLs, and 30 associates. I drive CSAT above 4.8, quality at 85%, and attrition and shrinkage below 10% while maintaining SLA and GDPR compliance.

Across Allianz Partners, TaskUs, Hinduja Global Solutions, Infosys, and Aegis, I've led workforce planning, escalation handling, client reporting, coaching, quality audits, and training for UK- and US-based processes. I bring experience across insurance, healthcare, technical support, aviation, and digital operations.

Experience

Work history, roles, and key accomplishments

AP

Operations Team Lead

Allianz Partners

Oct 2025 - Jul 2026 (9 months)

Leading UK Voice RSA project under 24x7 emergency support model. Managing span of 3 SMEs, 2 ATLs and 30 Associates; reporting to AGM.

CSAT Quality Management Attrition Control Shrinkage Control SLA Adherence Queue Management Real time Monitoring Escalation Handling Vendor coordination Team Leadership Coaching GDPR Compliance Regulatory Standards Workforce Planning Stakeholder Management

TA

Operations Team Lead

Oct 2024 - Oct 2025 (1 year)

Managed shrinkage control, workforce planning, scheduling and rostering. Conducted weekly reviews with SMEs and structured one-on-one feedback sessions.

Shrinkage Control Workforce Planning Scheduling Rostering QFinity Qualtrics Call Auditing Hiring Onboarding Training Performance Management Data Analysis Excel PowerPoint

HS

Operations Team Lead

Hinduja Global Solutions

Dec 2022 - Sep 2024 (1 year 9 months)

Led 30-member team for US-based Health Insurance process. Managed escalations, client interactions and stakeholder reporting (MBR/WBR).

Team Leadership Health Insurance Escalation Management Client Interaction WBR MBR Reporting Attrition Shrinkage Control Production Reporting Quality Reporting

IN

Technical Process Specialist

Jul 2020 - Dec 2022 (2 years 5 months)

Handled Service Desk responsibilities including DSAT audits and call barging. Worked on aging tickets and escalation cases.

Service Desk D Sat Audits Call Barging Ticket Management Escalation Handling Customer Satisfaction (CSAT) Reporting Attendance Reporting Auxiliary Reporting Training Knowledge Base Management

AL

Senior Associate

Aegis Pvt Ltd

Jul 2019 - Jun 2020 (11 months)

Assisted customers with ticketing, booking, cancellation and rebooking. Managed hotel, flight, car and package bookings using AMADEUS.

Amadeus Ticketing Booking Cancellations Re Bookings Customer Service Inbound Calls Outbound Calls

IL

Online Strategist

Intelenet Services Pvt Ltd

Apr 2015 - Oct 2016 (1 year 6 months)

Managed Google My Business onboarding and verification for SMEs. Performed business legitimacy checks and digital onboarding support.

Google my business Onboarding Verification Business Legitimacy Assessment Digital Onboarding Sales Support Digital Marketing

PE

Team Leader

Pahuja Enterprises

Jan 2012 - Jul 2014 (2 years 6 months)

Managed 12-member team for defence tender documentation and coordination. Handled technical clarifications and pre-bid documentation.

Team Leadership Defence Tender Documentation Coordination Technical Clarifications Pre Bid Documentation

ID

Junior Test Engineer

Indo Russian Aviation Ltd (HAL Division)

Oct 2009 - Oct 2010 (1 year)

Analyzed defence client requirements and technical documentation. Coordinated OEM orders and aviation equipment specifications.

Client Requirements Technical Documentation ORDERS Aviation Equipment Specifications

Education

Degrees, certifications, and relevant coursework

NU

North Maharashtra University

Bachelor of Engineering, Electrical

Bachelor of Engineering in Electrical from North Maharashtra University.

Tech stack

Software and tools used professionally

Google Sheets

Microsoft Excel

Qualtrics

Microsoft PowerPoint

Availability

Looking for a job

Location

India

Authorized to work in

Salary expectations

140k+ INR

Job categories

Operations Team Lead Operations Manager Customer Service Manager Workforce Manager

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