Navratan Sharma is an operations professional with over 8 years of experience in sales, fulfillment, order management, dispute management, billing, and reporting. He has a Bachelor's degree from University of Rajasthan and certificates in Urdu and hotel management. Currently he works as a team leader at Infosys BPO Ltd in Jaipur, where he leads projects, trains employees, handles client queries, and ensures process performance.

1. CURRICULUM VITAE
Navratan Sharma
Phone: +91-99833 11442, 83026 98836
Email: skylovebirdindia@yahoo.co.uk
Operations Professional
Profile:
• Accomplished Operations Professional with distinguished career of 8+ years with in
depth experience covering operations on Management professional in “Sales &
Fulfillment ” which includes, Vender set up, Order Management, Dispute
Management, Revenue cycle management including Billing & Invoicing, Closing and
Reporting activities etc for one of the biggest media clients of USA.
• Excellent Data Management skills with strong acumen towards data analysis and
application of data for identifying projects and increasing the overall performance of the
process and process development
Education:
• B.A. from University of Rajasthan, Jaipur
• Certificate course in Urdu from Rajasthan University, Jaipur
• Diploma in Hotel & Tourism Management from Bhabha institute of
Management science, Jaipur
• Executive Program in Management Studied from Welingkar Business School,
Bangalore
Experience: Working with “Infosys BPO LTD., Jaipur from March ’2007 till Current
Designation: “Team Leader”
Key Responsibilities:
• Define goals and expectations for the team
• Motivate the team to meet goals and expectations
• Liaise with support functions – IT, Admin, Transport, Finance, HR to solve any relevant
issues
• Conduct Refresher/Follow up training for critical updates
• Leave planning, Managing Compensatory Offs, Unscheduled Leave
• Handle Client Queries on a regular basis

2. • Review and report daily key operational variable
• Effective Training, mentoring and coach team members to help climb them the learning
curve
• Develop back up and contingency plans
• Manage attrition levels in line with center/department targets
• Provide subject matter expertise on processes
• Update supervisor/Service Delivery Leader on process performance and critical people
issues
• Assess performance of Team Members and conduct performance appraisals
• Provide coaching and feedback to team members
• Hold regular team meetings with Team Members to ensure that there is constant flow
of information and knowledge dissemination –query logs, issue resolution
• Assist new hires such that they are productive on the floor in the shortest possible time
frame
• Assess training needs, provide training opportunities and train new hires and existing
staff
• Cross train Team Members
• Appropriately use Rewards & Recognition to energize to motivate Team Members
• Initiating Disciplinary procedure in conjunction with HR and Reporting manager
• Provide process problem resolution assistance to teams via calendarised one on one’s
and coaching sessions
• Identify potential people issues amongst the team & resolve the same on a proactive
basis
• Attend Conference Calls/WebEx training regularly
• Document Minutes of Meeting (MOM’s) for each training/client call, circulate promptly
and proper sign off from the client
• Updating SOP’S on regularly basis
• Conduct pre-shift briefing/Huddles on a daily basis to discuss all of the process related
issues and give the proper guidelines to the team accordingly and share all of the major
hits and major miss with the team
• Track performance regularly and PIP is implemented to non performers with regular
feedback.
• Well versed with Preparation of flow charts, process documents, operational reports etc
• Engage in improving processes through reengineering, system checks, process
automation

3. Achievements:
Operational Excellence:
• Have successfully completed Green Belt Training
• Currently, leading one of the high $ revenue Green Belt project
• Also, leading another “BVD (Business Value delivery)” project to save
approximately 2 hours of process, on daily basis
• Have completed Yellow Belt Training and Certification
• Lead one YB project to “reducing No. of clarification” as Team Lead and got certified
for successfully completing the project
• Had been part of one YB projects as Team Member – “TAT of entire process”.
• Received Individual Extra Miler Award for supporting team in processing the
deliverables during month end to meet the target apart from 100% auditing and
completing other responsibilities
• Received I-Star (Best performance of the year) award for highest CSAT score of the
team across Engagement
Extra Initiatives:
• Responsible to prepare personal performance score card for engagement which gives
clear picture of every individual’s performance on monthly basis, so that an effective
action plan can be deployed to improve their performance
• Prepare “Newsletter” for Engagement in which include all happenings of Engagement,
on quarterly basis
• Prepare CRT (Critical Report Tracker) data for Engagement which shows status of all
critical activities, on weekly basis

4. Previous Experience:
• Worked as a Front Office Manager for one year in Hotel Anuraag Villa, Jaipur
• Worked as an Assist. Front Manager for one year in Hotel Samode Palace, Jaipur
• Worked as a senior tour executive for two years in Front & Palace tours Ltd, Jaipur
Key Responsibilities:
 Manage operation of the Front Desk including Cashier. Ensure that policies and
procedures are complied with the highest standard of service and guest satisfaction.
 Monitor open and close on day status to maximize room revenue and demonstrate the
concept of yield management.
 Work with Housekeeping and Engineering on daily operations regards to guestroom
status
 Handle guest complaints and review compliments.
 Supervise and train all Front office staff to ensure that the best guest experience is
provided
 Familiarize with Front Office policies and procedures and special rate & programs
 Participate morning briefing, or organize afternoon hand-over briefing daily and
disseminate information to Reception team as soon as possible.
 Chair monthly Reception meeting to review performance & discuss existing problems
for improvement

5. Contact Details:
Name Navratan Sharma
Father’s Name Mr. Radheshyam Sharma
Date of Birth 10th
July 1981
Marital Status Married
Nationality Indian
Contact Information
(Permanent)
12 Moon height appartement, Bhagwan Bahubali Nager,
Niwaru Road, near jhotwara. Jaipur (Rajasthan)
Phone No. Cell +91-99833 11442, 83026 98836
Email skylovebirdindia@yahoo.co.uk
Passport Yes

6. Contact Details:
Name Navratan Sharma
Father’s Name Mr. Radheshyam Sharma
Date of Birth 10th
July 1981
Marital Status Married
Nationality Indian
Contact Information
(Permanent)
12 Moon height appartement, Bhagwan Bahubali Nager,
Niwaru Road, near jhotwara. Jaipur (Rajasthan)
Phone No. Cell +91-99833 11442, 83026 98836
Email skylovebirdindia@yahoo.co.uk
Passport Yes