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
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
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
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
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
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
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
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
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