ABHISHEK SHARMA, PMP

Address: C-35, Hazara Park, Chander Nagar, Delhi (East) - 110051 | Phone: +919818030595
Email: abigs@rediff mail.com

PMP and Six Sigma certified project manager with consulting, operations and training background of 15
years. Rich experience in managing onsite projects in UK, Europe, Middle East, LATM, Nordic and APAC. Core
expertise and in-depth knowledge of Transition, Transformation, Business Process Re-Engineering,
Automation and Service Delivery optimization.

PROFILE
 Dedicated and goal-oriented professional with experience in managing all aspects of Project
Management and Six Sigma at enterprise level
 Results-driven achiever with exemplary planning and organizational skills, along with a high degree
of detail orientation
 Professional demeanour and interpersonal skills to develop strong working relationships with people
at all levels, both internally and externally
 Highly proficient in Multitasking in high pressure working environment
 Efficient communications and multiple stake holder management skills
 Effective team player and a leader, capable of training, coaching, and motivating team members
 Proficient in MS Office, MS Visio, MS Project

PROFESSIONAL EXPERIENCE
Teleperformance India
Senior Consultant Apr 2018 – Till Date
 Content Development
 Insurance sales training content development for a leading insurance provider in South East
Asian market
 Creation of blueprint or Learning Design Document, which specifies the overall all structure and
detailed outline for the Level 1, Level 2 & Supervisor audience
 Manage design, development and publishing of the training content in accordance with the
framework defined in blueprint
 Launch of soft pilot for primary market
 Manage delivery of F2F pilot session for primary market
 Customization of content for other markets and facilitate F2F pilot delivery
 Training Administration
 Manage a team of professionals supporting training administration for all 3 phases of delivery
i.e. Pre delivery, Delivery and Post Delivery
 Project planning, scheduling and reviewing for new L&D consulting projects
  Resource estimation and FTE modeling
 Manage project budgets for existing projects
 Lead end to end project from diagnostic assessment to solution development, implementation
and transition
 Gamification
 A project intended at enhancing the learning experience and elevating speed to proficiency
 Content re-vamp and approved by the client
 Most of the modules gamified to promote self-learning
 Reduced the training span from 6 weeks to 4 weeks
 Improved certification rate
 Enhanced speed to proficiency
 LMS Implementation
 A project designed to streamline the learning needs and process. It helped with making the
learning details available across sites and reduced human dependencies.
 A tool designed for administering, documenting, reporting and tracking learning at various stages
 Enabled the department with one click view any training activity
 Helped with smooth reporting
 Allowed timely performance tracking and management
 Empowered the leadership with one click view to the learning mechanism
 Improved reporting

NIIT LTD
Project Manager – Learning Delivery Oct 2014 – Apr 2018
 Lead a team of 45 training coordinators, 2 Project Leaders and 3 Team Managers managing end to
end training solutions i.e. analyze, design, develop, deliver and evaluate leadership training to large
base of learners
 Well versed in managing all modes of learning including e-learning, WBT, ILT and VILT
 Well versed in development and implementation of curricula on the instructional design principles of
CADDIE (Consult, Analyze, Design, Develop, Instruct and Evaluate)
 Well versed in managing learners and learning via SAS based as well as standalone LMS
 Project planning, scheduling and reviewing for new projects
 Resource estimation and FTE modeling for new projects
 Manage project budgets for existing projects
 Allocate, monitor and review tasks assigned to the project team
 Lead end to end transition for new projects. Handled entire transition of the deal into project
management team.
 Set up Project Governance model based on 3 major categories i.e. Strategic, Tactical and Operational
category to keep a close check on periodic governance calls and also in meeting the targeted
timelines
 Identify key risks and create and implement mitigation plans for the existing as well as new projects
 Publish management dashboards on health of existing projects
  Coach and direct Green-Belts in Six Sigma Methodology across the business unit to support their
certification
 Perform quarterly audit of all projects across the business unit and share audit findings with senior
management in order to help the organization maintain its ISO 9001:2008 certification status
 Reengineered customer complaint process by creating dedicated complaint escalation team to focus
on difficult or high profile complaints
 Working through P2P module to ensure the end to end setup of Vendor is done till the payment is
made to the vendor
 Responsible for creation of Business Continuity Plan for operations along with client and its
implementation in all locations
 Ensure to get the business to “Capable” Status in OPEX Operational Maturity Framework

SERCO BPO PVT LTD

Senior Consultant – Operations Support April 2014- Oct 2014
 Deliver project as per scope and within budget for onsite and offshore assignments
 Manage all aspects of project management including change control, risk management, budget and
resource monitoring
 Support solution design and opportunity identification during RFP stages
 Create and deliver sales pitch on team’s consulting capability to internal and external clients
 Manage Central PMO Team
 Deliver Project Management Trainings
 Participate in the PMO team recruitment process
 Participate in building PMO team strategy
 Create project management dashboards
 Chair internal and external project reviews
 Support solution design and opportunity identification during RFP stages

SERCO BPO PVT LTD

Manager – Process Excellence April 2012-Mar 2014
 Deliver all Service Transition Projects in line with PMI methodology
 Deliver customer advocacy via exemplary Service Transition project delivery
 Manage wider transition team involving additional project management resource, internal resource,
3rd party suppliers, project team members and client stakeholders
 Interface with 3rd party suppliers, involving agreement, planning, timelines and quality of
deliverables
 Produce detailed project plans to manage interdependencies
 Ensure strict commercial change control to manage deviations
 Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed
deadlines and other planning issues
 Ensure commercial project milestones are agreed and published and that invoices are raised with
reference to these dates and/or on completion of deliverables
 Manage the expenditure within the Service Transition, ensuring all costs are recorded against
products and services delivered
 Create and effectively manage the stakeholders, incorporating all project work-streams
  Ensure products and services delivered within the Service Transition are in time and budget
constraints and meet the required level of quality
 Monitor the programme/project ensuring issues are resolved in a timely manner and the
appropriate corrective actions are implemented
 Review the outcomes of the Service Transition Projects to determine any corrective actions that
could be taken to improve future delivery in terms of cost, quality and customer satisfaction

Assistant Manager - Process Excellence April 2010-Mar 2012

 Eliminate procedures that are not vital in the entire process to maintain quality operations
 Adjust and execute processes in accordance with the requirements of clients and organizational
policies and procedures
 Handle audits on MIS to guarantee that every part of the process complies with company’s policies
and procedures
 Initiate the execution of Quality and Six Sigma in the F&A and IT vertical of Serco
 Demonstrate multitasking abilities through proper management of Six Sigma projects in the
organization
 Manage the development of Six Sigma Process and accurately monitor transactions for all client
areas of the company
 Prioritize transitions, operations, and support functions for effective management
 Guide other team members and motivate them to successfully accomplish 6 Green Belt & 2 Lean
Projects

Group Leader- Operations September 2008-

Mar 2010
 Maximized revenues through utilization of Six Sigma methodologies on all on-going business
procedure in HR, administration, operations, and transport
 Monitored cross-functional teams in order to manage cost reduction and profit enhancement
projects
 Forecasted future operations priorities through operational data analysis
 Utilized standard measures and statistical concepts such as variation, tabulation, control charts, etc.
to accurately summarize and interpret data and trends
 Liaised with management teams to develop their abilities in proper execution of effective
operational process measurement
 Ensured that processes meet the standards and requirements set by clients
 Generated scorecards, progress reports, and arranged business presentations
 Designed and organized operational measures that provide management with reporting solutions
resulting to well-organized initial transition and achievement of long- term continuous development
 Reviewed measurement devices and recommended strategic methods for future development
 Developed and based action plans from annual business reviews to support business units and help
them decrease instances of noncompliance to standards

Team Leader - Operations January 2007- September 2008

 Managed a team of 20 second line advisors and 4 Escalation advisors in an inbound technical
environment
 Monitored arrangement and start the pilot batch of 2nd line support in India centre
 Acquired trainings in accordance with TNA or Quality requirements
  Administered team motivational activities
 Organized Escalations/2nd line MIS report as well as TOP issues, Agent Productivity Report, Inventory
Management Report, Daily Attrition Tracker, Line Adherence Report etc.on a daily basis
 Liaised with HR/Admin/Transport departments to quickly solve pending/ escalated cases
 Directed AHT for the complete 2nd line/ Escalation account and attained SLA’s in terms of their quality
scores
 Monitored live calls of advisors and prepared cross training to achieve business and operational
requirements
 Organized feedback sessions for the advisors and accomplished SWOT analysis in order to inform
them regarding their performance
 Evaluated a number of trends towards the performance of QOS, attrition, and attendance
 Developed process improvement projects on a monthly basis
 Conducted manpower planning and roster preparation to attain objectives
 Performed planning of long and short term contingency including shrinkage, attrition, and lack of
motivation

INFOVISION GROUP

Team Developer- Operations July 2006- January 2007

 Managed a team of 15 advisors located in UK based telecom process
 Led and efficiently coached the team as well as answered enquiries concerning the process
 Trained new associates and existing team members
 Attended escalated and supervisory calls and responded to customers’ queries

Technical Support Associate April 2004- July 2006

 Managed inbound calls from the UK customers and assisted them with technical and customer
service issues related to narrowband/broadband internet connections
 Troubleshoot hardware and software issues including Microsoft Windows and other Windows based
applications
 Attained commercial targets and was recognized by clients for quality customer service

EDUCATION
Amity University | PG Diploma in Big Data Analytics | 2018 – 2019
Calorx Teachers University| MBA| 2012 - 2014
National Institute of Business Management| BBA | 2005 - 2008
Advanced Diploma in Information Technology| NIIT | 1999 – 2001
CBSE| 10+2 | 1998 - 1999

CERTIFICATIONS AND PROFESSIONAL QUALIFICATION

Project Management Professional from PMP | ISO 9001:2008 Lead Auditor Certification from BSI
Six Sigma Green Belt from KPMG | Six Sigma Black Belt from Brainmeasure
Business Analyst Certification from UIPath
 ACHIEVEMENTS
Teleperformance -Received Star of the Quarter for Apr – June by Group CEO in 2019
NIIT – Received Star of the Quarter for Jan – Mar by SVP in 2018
NIIT – Received R&R for great show in very 1st Building Bridges workshop with Client in 2015
Serco - Divisional Excellence Award by Group CEO in 2014
Serco -Received Star of the Quarter by Group CEO three times from 2006- 2012
Serco - Received R&R Award five times from 2006- 2012