1. DHARMENDRA KUMAR SHARMA (Six Sigma Black Belt)
Flat # K-398, Jalvayu Vihar, Pocket 4
Greater Noida, UP, 201308
Contact: +91-8510071151/9650256009;
Email: sharma.dkmeba@gmail.com
SNAPSHOT
To describe myself in a nutshell, I am systematic, organized and hardworking; ready to take up any challenge of life abreast with the
latest trends and a team player with excellent communication skills.
Review of my credentials will indicate that I am an Operations Professional and currently spearheading as Assistant Manager
(Utilities) with EXL Service.Com (I) Pvt. Ltd., Noida. Prior to this I was posted in Pune with the same organization and associated
with Insurance and Accounting department. I am seeking a challenging job that would synergize my skills and knowledge with the
objectives of the organization.
My core competencies include Operations & Project Development, Quality Assurance/Management, Delivery Management,
Team Management, Client Servicing, Resource Management, Conflict Resolution, Process Improvement, SLA Compliance,
Data Analytics, MIS, Analytical Skills, Leadership Skills, Training and Development. Being a dedicated and focused individual, I
am determined to add value to the organization I work for, through my exceptional knowledge and learning ability.
My basic objective is to hone in my skills for comprehensive personality development and be an epitome of trust and reliability in the
corporate world. My prime goal is to understand professional environment and capitalize on opportunities.
I am confident of making visible contribution for the growth of the organization. I'd appreciate the chance to meet with you in
person to discuss as to how I could be a vital part of your organization.
Thanking you,
Yours sincerely,
Dharmendra Kumar Sharma

2. DHARMENDRA KUMAR SHARMA (Six Sigma Black Belt)
Flat # K-398, Jalvayu Vihar, Pocket 4
Greater Noida, UP, 201308
Contact: +91-8510071151/9650256009;
Email: sharma.dkmeba@gmail.com
OPERATIONS PROFESSIONAL (Black Belt Certified)
Seeking challenging assignments with an organization of repute across the industry
PROFILE
• Competent and diligent professional with an experience of over 6 years in Operations, Customer Relations, Quality
Assurance, Leading Teams, Managing Processes & Performance, Client Interaction, Service Delivery to meet
targets/timelines and Process Development
• Possess in-depth knowledge of entire operations ranging from ensuring SLAs, Process flows, Team/Performance Forecasting,
Quality Checking, MIS, Root Cause Analysis & ensuring that the executives adhere to all the quality parameters and
procedures as per the stringent norms.
• Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service
standards for business excellence. Exceptional training abilities with successful track record of conducting training sessions.
• Outstanding People Management Skills, ensuring judicious utilization of resource as well as ensure skill upgrade, competence
management, career planning, mentoring the team members with the ability to maintain TAT, Quality, Productivity and
Behavioral aspects of the Team.
• A prolific team leader with thorough exposure in building and grooming teams into cohesive units of performers; excellent
communication, analytical and co-ordination skills; ability to use sound decision-making skills and effectively perform in a self-
directed work environment.
Core Competencies
Operations & Project Development ♦ Quality Assurance/ Management ♦ Delivery Management ♦ Team Management ♦ Client
Servicing ♦ Resource Management ♦ Conflict Resolution ♦ Process Improvement ♦ SLA Compliance ♦ Data Analytics ♦ MIS ♦
Analytical Skills ♦ Leadership Skills ♦ Training and Development ♦ P4P Calculation
PROFESSIONAL ABRIDGMENT
EXL Service.Com (I) Pvt. Ltd, Noida Feb’14 - Till Date
Designation - Asst. Manager
EXLSERVICE SEZ BPO SOLUTIONS PVT. LTD, PUNE Dec’12 – Jan’14
Designation - Asst. Manager
EXL SERVICE.COM (I) PVT LTD, PUNE Aug’09 – Nov’12
Designation - SME
AVIVA LIFE INSURANCE CO. (INDIA) PVT. LTD, PUNE Jun’08 - Jul’09
Designation – Financial Planning Advisor (Life Insurance – Marketing)
EXPERIENCE DETAILEXPERIENCE DETAIL
• Effectively interact and manage a team of 41 associates that have diverse backgrounds and temperaments
• Day-to-day functional supervision including work assignment and attendance monitoring; providing input into selecting, training,
developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable
legal requirements
• Accountable for the P&L account of the process
• Responsible to prepare Daily & Weekly Dashboard, Weekly Decks and maintain SLAs
• Prepare P4P and R&R scheme for the team and drive it
• Responsible for one-o-ones at least once in a month
• Prepare the correct record of FTE’s and buffer to bill them

3. • Coach team members on their performance on a regular basis, and write their bi - annual performance appraisal
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing
feedback that is specific and constructive and encouraging all team members in incremental performance improvement
• Through coaching to ensure that the team metrics are achieved, i.e. Quality, Efficiency, Schedule Adherence, Attendance
• Developing organizational behavior by demonstrating company culture through both behavior and attitude
• Motivate team for process improvement ideas and work with management to see feasibility & implementation
• Ensure team bonding & harmony for higher employee satisfaction
• Effective team management by managing leaves and attrition
• Consistently monitoring individual & team performance to proactively identify potential problems and with guidance ensure
appropriate parties are engaged through to resolution
• TNA for better performance and individual’s carrier growth and continuously monitoring the effectiveness of the training
programs
• On-boarding new hires and ensure smooth transition from training to operations
• Taking end to end ownership of employee issues that require liaison with others
• Effectively use business standard oral and written communication skills on a daily basis
• Using developed communication skills to participate in calibration sessions and weekly & daily conference calls etc
• Preparing business proposals
TECHNICAL SKILL
• Centrica, SAP, AWB, WAT, MS Office 2010, Outlook (Mail Box), Link/Communicator, VDI Access, UIS (Mainframe),
MIAFTR (Motor Insurers Antifraud and Theft Register), HPI (Hire Purchase Information), Audatex/Audaexpress, NS Genius,
Claim Centre, ARMS (Automated Rental Management System), CMS (to track advisors login details), MS Office 2010, Outlook
(Mail Box), Link/Communicator, LMS (Learning Management System), VERINT, Mainframe (Back-end), People soft RAD
(Receipts and Disbursements – Financial System), Lotus Same Time, Café (Personal Policy Management System), IDARS
(Commercial Policy Management System), EDM (Electronic Document Management), MS Office & Claims Inknowvation
(Claims Front-end)
Other Technical Skills
Packages/Tools MS Office & Internet Applications
Others MIS
SAP
Key Accomplishments
• Credentials of receiving the Quarterly Quality Champion Certificate award in Sep. & Oct. 2009, July, Aug. & Sep. 2010.
• Distinction of winning Quality Champion Certificate award for the month of Oct. 2009, Jan. 2010 and August 2010.
• Recognized and honored with the Heroes at Work Prize for the month of May 2010, for the year 2011 and 2012.
• Recipient of the Quarterly Extra Miler Certificate award for the month of Oct., Nov. & Dec. 2010.
• Recipient of the best SME award for the month of September 2012.
EDUCATIONAL CREDENTIALS
M.B.A. (Finance & Marketing), 2009
IIeBM, Pune (Maharashtra)
B.Sc. (Zoology & Chemistry), 2006
A.B.R.P.G. College, V.B.S.P. University, Jaunpur (UP)
Intermediate, 2003
Government Intermediate College, Renukoot (UP)
Matriculation, 2000
Hindalco Intermediate College, Renukoot (UP)
Other Certification Courses
• Fundamentals of US Property & Casualty Insurance

4. • IRDA
• Diploma in Music (Classical)
• TTT Certification (Train the Trainer)
• Lean Awareness (Six Sigma) & Asset
Internship
Aviva Life Insurance Co India Pvt. Ltd, Pune 2008
Reports Submitted
• Indian Business house for BIRLA Group in 1st year of MBA
• Market Research report on “CEAT TYERS” in 1st year of MBA
• Market Research report on “SURF EXCEL vs. ARIEL” in 1st year of MBA
• Country report on “AUSTRALIA” in 1st year of MBA
Other Technical Skills
Packages/Tools MS Office & Internet Applications
Others MIS
Base SAS
SAP
Extra Curricular Accolades
• Actively volunteered as a core member involved in Blood Donation Camps
• Actively volunteered as a core member involved in CSR activity on behalf of the process, EXL Pune
• Won Hartford Idol singing competition organized by EXL
• Recipient of several awards and accolades at different levels in Singing
• Played a key role as member of N.S.S. Camp at College.
Date of Birth: 25th
July 1985
Passport No: K-3994984
Permanent Address: Q. No. I-1608, Hindalco Colony, Plant-2, Renukoot, Sonebhadra, UP - 231217
References: Available on request