Sharon Anand
Hyderabad,TG
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Workflow Manager
Google Operations Center
Hyderabad
04.2021 - Current
- Managed 24X7 operations of Ads Billing team that supports Google Ads customers across the globe by troubleshooting Billing related issues and answering Billing related queries over Email, Phone and Chat.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to capacity planners, hiring teams, training teams and quality teams.
- Developed detailed plans based on broad guidance and direction for lagging metrics like TRT and EFC.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Launched quality assurance practices for each phase of development
Team Leader Manager
Google Operation Center
Hyderabad
03.2020 - 04.2021
- Led employee relations through effective communication, coaching, training, and development.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Coordinated team collaboration to share ideas and build best practices.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Developed performance measurement strategies, identifying areas for improvement.
Team Leader Manager
Cognizant Technologies Solutions
Hyderabad, India
04.2019 - 03.2020
- Monitor and Maintain agreed SLAs.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations by providing focused support to the team.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Coordinated team collaboration to share ideas and build best practices.
- Established team priorities, maintained schedules and monitored performance.
Ads Billing Support Specialist
Cognizant Technologies Solutions
Hyderabad
04.2016 - 03.2019
- Provide real-time on floor support to agents supporting Ads Customers.
- Partnered with billing analyst department to investigate and remedy any gross margin trend issues.
- Evaluated aging reports to identify members to be included in monthly outbound collection calls.
- Researched issues related to payment within sales HC and provided resolutions.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.(Rebills)
- Monitored customer accounts to identify and rectify billing issues.
- Researched and resolved billing discrepancies to enable accurate billing.
- Provided excellent customer service, developing and maintaining client relationships.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
Ads Billing Agent
Cognizant Technologies Solutions
Hyderabad, India
07.2014 - 03.2016
- Updated accounts with latest personal details and payment information.
- Pursued and processed payments for outstanding balances.
- Entered data, tracked trends and escalated customer concerns to management.
- Answered phone calls and provided friendly, knowledgeable service regarding Ads Billing issues.
- Worked effectively with sales teams and Google internal teams to obtain timely and accurate payments.
- Identified, researched, and resolved billing queries to facilitate timely payments.
Business Proprietor
Eden Farms
Medak, India
01.2010 - 12.2013
- Eden Farms is an Organic Farming start-up focused on bringing in technology as a production enhancer instead of chemical fertilizers.
- The vision was to develop scalable farming model that can be deployed on a turn-key model for economically marginalized communities.
- The goal of this start-up was to use available technology and traditional wisdom to enhance production, improve shelf life and ultimately ensure minimal nutrition loss before it reaches the consumer.
Technical Specialist
Wipro Technologies
Hyderabad, India
01.2008 - 10.2009
- Worked as a 3rd party vendor for Hewlett-Packard (HP)
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
- Trained users on desktops, laptops and Printers.
- Documented risk management issues and outlined mitigation actions.
- Completed troubleshooting and diagnostics on company resources.
Education
Bachelor of Science - Electronics Technology
Osmania University
Hyderabad, India03.2006
Skills
- Workflow Analysis
- Process Improvement
- Schedule Management
- Customer Service
- Emergency Response
- Team Leadership
- Performance Tracking and Evaluation
- Customer Relationship Management
- Project Planning
- Organizational Skills
- Lean principles
- Strategic Planning
- Problem Resolution
Accomplishments
Best team manager globally in GOC for three consecutive years (2020 - 2022) based on gVibe.
Affiliations
Voluntary Blood Donors society of Hyderabad
Hope Home - providing hitech education to under privilege.
Sparsh - Rescue home.
Certification
Computer Hardware and Networks Engineer
Languages
English
Hindi
Telugu
Hebrew
Timeline
Workflow Manager
Google Operations Center
04.2021 - Current
Team Leader Manager
Google Operation Center
03.2020 - 04.2021
Team Leader Manager
Cognizant Technologies Solutions
04.2019 - 03.2020
Ads Billing Support Specialist
Cognizant Technologies Solutions
04.2016 - 03.2019
Ads Billing Agent
Cognizant Technologies Solutions
07.2014 - 03.2016
Business Proprietor
Eden Farms
01.2010 - 12.2013
Technical Specialist
Wipro Technologies
01.2008 - 10.2009
Bachelor of Science - Electronics Technology
Osmania University