Looking for a job

Sneha Sharma

@snehasharma4

Message

I lead BPO operations teams, improving KPI performance, service delivery, and customer experience.

India

Message

What I'm looking for

I'm looking to lead operations teams where I can improve KPIs, strengthen customer experience, coach people, manage transitions, and drive practical process improvements across cross-functional and client-facing environments.

I'm currently leading a 15-person operations team at Firstsource Solutions for Telstra, managing productivity, performance, KPIs, escalations, pilot execution, and process transitions.

Previously, I managed healthcare operations at Concentrix and led high-volume Flipkart customer service teams at Tech Mahindra, achieving 90% CSAT during Big Billion Sales operations. I bring six years of experience in people management, process improvement, coaching, SLA compliance, data analysis, and cross-functional delivery.

Experience

Work history, roles, and key accomplishments

Current

Team Lead – Operations

Current

Firstsource Solutions Limited

Jan 2025 - Present (1 year 8 months)

Leading a team of 15 employees, managing day-to-day operations, productivity, and performance. Conducting performance discussions, coaching, and implementing corrective actions to improve service delivery and efficiency.

Team Management Performance Management KPI Monitoring Process Improvement Escalation Management Client Stakeholder Management Coaching Training Operational Metrics SLA Compliance

Assistant Manager – Operations

Concentrix Services Ind Pvt Ltd

Sep 2023 - Oct 2024 (1 year 1 month)

Managed multiple lines of business including MIPC, Life's ON, E Pharmacy, and AMRI, supporting operations from pilot-batch stage. Updated operational procedures, managed inbound/outbound queues, and coordinated with CRM teams on tool development.

Operations Management Process Standardization CRM Tools LeadSquared CRM Infobip Mapps Knowlarity SLA Adherence Performance Reviews Recruitment Onboarding Cross functional Coordination

Team Lead – Customer Service (Inbound)

Tech Mahindra

Apr 2022 - Sep 2023 (1 year 5 months)

Led a team of 35 employees during high-volume Flipkart Big Billion Sales operations, managing productivity, quality, CSAT, shrinkage, attrition, and compliance. Consistently achieved 90% CSAT against target while supporting customer experience and operational performance goals.