Himanshu Sharma

• Supported Ops Team in releasing Offer letters along with maintaining record of acceptance.
• Handled individually the Project Trainees for their projects
Learning and Development
• Conducting LNA for identifying the areas of improvement followed by TNA.
• Leading the Training Program in collaboration with the respective Bus and Operations
• Assessing the trainees through pre and post weekly tests to check the effectiveness of the
training program.

As the sole proprietor of a retail pharmacy, I was responsible for the end-to-end management and operations of the business. This included procurement, inventory control, customer service, regulatory compliance, staff supervision, and financial oversight. I ensured high standards of service, built strong relationships with customers, and maintained adherence to medical and legal guidelines.

Manage a team of 50+ people alomg with the below mentioned processes:

Inbound Process
Outbound Process
Email Servicing
Recruitment &Training of Retail Staff

Rewards Program Oversight & Vendor Management
• Managed the end-to-end operations of the Rewards Program, ensuring seamless
customer experience for reward queries and redemptions.
• Spearheaded the relationship and operational oversight with Aegis India, the inbound
call center vendor, ensuring their performance aligned with service level agreements (SLAs) for
the rewards program.
• Conducted regular performance reviews and quality checks with Aegis India,
monitoring call quality, resolution rates, and customer satisfaction specific to rewards program
inquiries.
• Acted as the primary liaison between Loyalty Mine and Aegis India, facilitating
communication, resolving operational challenges, and ensuring timely information flow
regarding reward updates, changes, and promotions.
Process Optimization & Customer Experience
• Analyzed customer feedback and call center data to identify common pain points and
areas for improvement in the rewards redemption process.
• Contributed to refining existing FAQs and knowledge base articles provided to Aegis
India, enhancing agents ability to resolve customer queries effectively and efficiently.
• Ensured accurate and prompt resolution of reward-related queries and redemption
issues through effective coordination with the vendor and internal teams.

• Pioneered the establishment of a comprehensive customer service department from
inception, including defining the vision, mission, and strategic objectives for customer
interactions across a \[mention the industry, e.g., consumer goods, tech, telecom\] company.
• Designed and implemented end-to-end customer service processes and workflows for
efficient handling of queries, requests, and complaints, optimizing customer journeys from first
contact to resolution.

• Developed and standardized a complete suite of Standard Operating Procedures
(SOPs) for various customer service scenarios, including:
◦ Query Management: Protocols for common inquiries, information dissemination.
◦ Request Fulfillment: Steps for service requests, product information, or transactional
support.
◦ Complaint Resolution: Structured escalation matrix, problem-solving frameworks, and
feedback loops to ensure timely and effective complaint closure.
• Identified and selected appropriate customer service tools and technologies (e.g., CRM
systems, ticketing platforms, communication channels) to support the newly designed
processes.
Team Building & Leadership (Pan-India Scope)
• Recruited, onboarded, and built a high-performing customer service team from the
ground up, establishing performance metrics and a positive team culture.
• Led the comprehensive training and development of the entire customer service
team, ensuring proficiency in:
◦ Adherence to new SOPs and process flows.
◦ Effective communication and conflict resolution skills.
◦ Product/service knowledge and system navigation.
◦ Empathy and customer-centric approach.
• Managed and oversaw customer service operations across a Pan-India footprint,
ensuring consistent service quality and customer satisfaction in diverse regional markets.
• Established and managed key performance indicators (KPIs) for customer service, such
as response times, resolution rates, customer satisfaction (CSAT) scores, and complaint
reduction, driving continuous improvement.
Customer Experience & Engagement
• Implemented feedback mechanisms (e.g., surveys, direct feedback channels) to capture
Voice of Customer (VoC) insights and continuously refine service delivery.
• Collaborated cross-functionally with \[mention departments, e.g., Sales, Operations, Product
Development, Marketing\] to address root causes of customer issues and champion customer
centric initiatives across the organization.
• Played a critical role in mitigating customer churn and enhancing customer loyalty
through proactive engagement and effective issue resolution.

Part of Large & Middle Market Services (LMS) providing query/complaint expert resolution to Fortune
500 clients.
• Received numerous appreciations from the clients elevating me as SME
• Providing relevant trainings to new joiners on Voice and Accent/Process/CRM Tool Management
Acted as a Backup Manager managing the team of 4-5 team members by
• Providing required support in meeting their targets w.r.t Service Level and AHT.
• Preparing the weekly/monthly dashboards to be shared with the top management.