1. VIVEK SHARMA
Contact: 9811312553
Date of Birth: 17th
November, 1975 E-Mail:viveksharma0917@gmail.com
Career Objective:
To work with a customer-service orientated company that encourages creative approach and rewards hard work
with continuous opportunities to move up on the learning curve.
Work Experience
Currently am self-employed and am working with various banks as a DSA for Mortgage Loans.
Organizational Experience:
August 2003 till July 2014: Emr Technology Ventures Pvt. Ltd.
This company is a leading provider of world-class Business Process Outsourcing (BPO) services to global
customers with specific focus in the insurance, financial services and healthcare segments.
April 2011 till July 2014: Manager Business Transition
Process Definition:
This role was responsible for the delivery of highly complex operational implementations for new and existing
clients along with managing all aspects of the day-to-day operational and tactical aspects of these engagements.
The role required me to partner with Solutions, Legal, HR, Business Development, operations and executive
management to ensure profitable and successful execution of implementations.
We also were cross selling of new Life Insurance Policies to the existing customer’s friends and family, and also up
sell Policies to existing customers to ensure they are adequately insured.
Job Responsibilities:
 Setting up targets and goals for the process – setting and maintaining CTQ, CTP targets for the process.
 Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies &
Capacity Planning and Accuracy Base-Lining which helped in identify opportunities for profit
enhancement through process efficiency. Assist in fostering a culture of excellence and ensure continuous
improvement through the use of best practices.
 Ensuring uniformity in the process understanding at the client’s and the organization’s end.
 Assessing customer feedback, evaluating areas of improvements & providing critical feedback.
 Creating / editing all the calling scripts on a regular basis for better results.
 Being responsible for leading the successful implementation of all new business.
 Translate future state solution into actionable project plans.
 Setup Management Reports process with clear objectives and targets for all direct and indirect reports
monitor and review quarterly.
 Facilitate effective communication and knowledge sharing among project teams and across the division.
 Coordinate training documentation and deliver training prior to go-live.
 Oversee account team during ramp up to ensure solution is understood and troubleshoot early day issues.
 Develop a solid understanding of the clients business and industry sector which helps in Client
Relationship Management.
Achievements:
 As a Certified Auditor for Information Security (ISO 27001) conducting internal audits as well as risk
assessments within the organization along with assisting the external BSI auditor during recertification and
annual audits.
 Spearheaded the MIS structure initiative across the organization which resulted in streamlining &
standardizing the MIS structure.

2.  Was core team member for Preparing the Standard Operating Procedures, Manuals to facilitate smooth
functioning of process, ensuring conformance to Service Level Agreements for all processes.
March 2009-March 2011: Manager (Domestic Operations)
Process Definition:
This was a 55 member team, in which we called on the data provided from Clients Channel Partners for collecting
Insurance Premiums which were in Due / Overdue & Lapsed. This team was also responsible for cross selling of
new Life Insurance Policies to the existing customer’s friends and family, and also up sell Policies to existing
customers to ensure they are adequately insured.
Job Responsibilities:
 As a process owner managed the P&L of the process in line with the budgeted figures.
 The Monthly/Quarterly/Annual reviews with the top management. Analyzing MIS reports & Statistics to
identify performance gaps.
 Maintaining constant contact with the client and being the relationship manager for the client. Mapping
client’s requirements; assisting in developing, implementing and customizing Processes in line with the
guidelines specified by the client.
 Responsible for ensuring the process performance in accordance to the Service Delivery level as defined
with the client.
 Ensuring manpower utilization was up to the maximum level and plan for separations, if any. Determining
training needs of employees; conducting suitable training programs to enhance their operational efficiency
leading to increase efficiency.
 Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate
measures to maximize customer satisfaction level.
Achievements:
 Set up Agent Evaluation & Reward Program for the process which helped in increasing overall
productivity and accuracy level (28% & 8-10%). This Program was adapted in other processes in the
organization.
 I started the process of making conference calls between the insurance selling branch and the customer who
were unhappy due to mis-selling or over selling, to come to a conclusion, this process helped in Collection
of premiums or getting the policy surrendered if required. There was overall increase the customer
satisfaction level which was very integral for the client.
 Also started Skip Trace, where the customers were not available on the phone or there was change in the
residence and in most of the cases we use to get success in obtaining the New address as well as the current
contact details for the customers.
April 2006-Feburary 2009: Assistant Manager - Operations for Property & Casualty Subrogation - Blend
(Voice/Data)
Process Definition:
This was a 35 member team handling a project with a US based client who offered recovery solutions to US based
Insurance companies. The process was divided into 2 segments viz. Data Capture and Voice.
Job Responsibilities:
 To take escalated calls.
 Ensuring manpower utilization is upto the maximum level and plan for separations, if any.
 Responsible for maintaining constant contact with the client.
 Ensuring process performance in accordance to the Service Delivery level as defined with the client.
 Generating process reports on daily, weekly and monthly basis.
 Thorough planning and preparation of daily-to do-lists, the weekly and monthly schedules for all team
activities and ensuring schedule adherence.
 Motivating team performance, its measurement and providing feedback.

3.  Planning and execution of team promotions for rewards and recognition of best performing team members.
August 2003-March 2006: Team Leader- Operations for Health Insurance Claims Processing /Adjudication
Process Definition:
This was a Health Insurance Process, with a team of 30 associates. This process was divided into 2 segments viz.
Data Capture and Claims Adjudication. The only piece which was performed at the client’s end was to disburse the
check to the appropriate beneficiary based on our decision.
Job Responsibilities:
 Managed a team of 30 associates which included 2 SME’s, in terms of monitoring quality & collecting
feedback.
 Achievement of SLA’s which was the key task and was ensured on daily basis.
 Monitoring employee performance against pre-determined standards, including statistics for the incentive
program along with providing the inputs regarding their performance to the process manager.
 Conducted the induction program and trained the newly hired specialists on various properties.
 Was responsible for implementation of CTQ’s and maintaining operational metrics of Quality.
 Preparation of various MIS/ statistical reports for the clients & the senior management.
 Preparing training modules and presentations.
 Converted employees to incentive pay program after minimum standards for productivity and accuracy
were met.
Achievements:
 Clearly reduced and sustained Attrition for the Process.
 Driving Fun@Work initiative across the company while leading the Fun team of the organization, being
the Chairman of the Funcom team, used to plan an event a month for the entire organization. Prepare the
budget and get the same approved by the Organization’s chairman. These fun events were very well
participated and enjoyed by various processes across the company, and use to help rejuvenate all level of
hierarchy.
October 2001 to August 2003: GE Capital Intl Services as Account Manager for Industrial Collections process
Process Overview:
GE Medical Systems is a manufacturer of medical equipment, and provides AMC’s for them as well, the
collections process was primarily interacting with the Accounts payable team of the client (Hospital / Clinic) where
the equipment / services were sold / rendered. The payment terms were net 30 days and any invoice which was
ageing greater than 30 days were to be collected upon.
Job Responsibilities:
 Managed the portfolio for the State of Cincinnati for GE Medical Systems, dollar value of portfolio ranged
from about USD 6mm to USD 7mm.
Achievements:
 Undertaking responsibilities of removing unnecessary procedures in process for efficient function. A lot of
accounts were not paying the equipment / service invoices since they claimed that they had made excess
payment on some previous invoices. I started the process of taking details from the Accounts Receivable
and mapping these payments with the Invoices generated noting the excess payments made by clients and
getting the accounts to apply the excess amount against the current overdue invoice. Looking at the success
of this, other collectors within the team also started doing it. Got recognition and award from Head
Collections Team as well as the ASM Team Milwaukie in US for this.
 Successfully handled and cleaned out a long neglected and disorderly portfolio tagged as “Orphan
Receivables” during earlier part of my tenure. Was acknowledged as one of the best collectors while
handling the above portfolio and received recognition from the US Management Team.
 Exceeded the targets during September 2002 to January 2003.
 Received cash awards from the management for having displayed business and customer centricity focus.

4. February 2001 to October 2001: United Airlines, IGI Airport as Customer Service Representative
Job Responsibilities:
 Directly interacting with the customers.
 Managing the check in counters.
 Handling Immigration, Customs for inbound passengers.
 Reporting directly to the Airport Manager (UA).
 Responsible for the Airlines hospitality for the First class & Business class passengers for arrivals and
departures.
Achievements:
 Received several recommendation letters from passengers for service of unparalleled quality
 Reduced the response TAT to any customer query /problem
 Successfully handled overload situations without any customer dissatisfaction
February 1997 to February 2001: Civil Services Officers Institute as Manager Administration CSOI is an
Institute for all IAS, IPS and IFS officers above the rank of Deputy Secretary. The Institute is under the
Chairmanship of the Cabinet Secretary of India.
Job Responsibilities:
 Managing over 100 employees, Roster and maintaining Monthly appraisal reports.
 Supervising all the various activities of the institute.
 Handling cash and depositing the same in the bank on daily basis.
 Briefing of the staff on daily basis.
 Organizing various functions in the Institute
Professional Training/ Certifications:
 ISO27001:2005 standard, Internal Auditor program resulting in my being a certified Internal Auditor.
 Developing Self-Excellence: An insightful program that helped identify areas of improvement and existing
strengths.
 Customer Service Excellence: With United Airlines, one month Training module
Educational Qualification:
2009 - 2012: Masters in Business Administration from ICFAI, Hyderabad (Executive MBA)
1993 - 1996: Bachelors of Arts from University of Allahabad, Allahabad.