Milan Sharma

Operations Associate

Delhi, India11 yrs 7 mos experience

Key Highlights

Over a year of expertise in customer relationship management.
Proven track record in enhancing customer satisfaction.
Strong leadership in team management and process optimization.

Stackforce AI infers this person is a Customer Experience and Operations Management expert in the Fintech and E-commerce sectors.

Contact

Skills

Core Skills

Customer ExperienceService Delivery ManagementOperations ManagementCustomer Relationship Management (crm)Customer RetentionGrievances And Social MediaBusiness Process Outsourcing (bpo)Process Flow Management

Other Skills

Team ManagementCSATContact CentersCRMEscalations ManagementProject ManagementProcess Flow ChartsResolving IssuesTeam LeadershipStrategyBanking RelationshipsCompetitive AnalysisVendor ManagementE-commerceBusiness Development

About

At Progcap, my focus is on leveraging over a year of expertise in customer relationship management and analytics to drive operational excellence and enhance customer satisfaction. My mission is to develop strategies that strengthen client relationships and foster a culture of continuous improvement within the team. Previously, at Pine Labs, I honed my skills in banking operations, focusing on process optimization and team management. Our team's dedication to refining customer service protocols significantly elevated the customer experience, a testament to our collective efforts and shared vision for excellence.

Experience

11 yrs 7 mos

Total Experience

1 yr 9 mos

Average Tenure

7 mos

Current Experience

Lenskart.com

Senior Manager - Customer Happiness

Oct 2025 – Present · 7 mos · Delhi, India · On-site

Service Delivery ManagementTeam ManagementCSATContact CentersCRMCustomer Experience+3

Progcap

Senior Manager

May 2023 – Jun 2025 · 2 yrs 1 mo · Delhi, India · Hybrid

Operations ManagementService Delivery ManagementTeam ManagementCSATCustomer Relationship Management (CRM)Process Flow Charts+4

Pine labs

Banking Operations

Dec 2021 – Apr 2023 · 1 yr 4 mos · Noida, Uttar Pradesh, India

Operations ManagementService Delivery ManagementCSATCustomer Relationship Management (CRM)Process Flow ChartsCustomer Retention+6

Bharatpe

Manager

Feb 2020 – Oct 2021 · 1 yr 8 mos · Noida, Uttar Pradesh, India

Service Delivery ManagementProcess Flow ChartsGrievances and Social MediaBusiness Process Outsourcing (BPO)Resolving Issues

Creative shoots

Managing Partner

Dec 2017 – Feb 2020 · 2 yrs 2 mos · On-site

Paytm

2 roles

Operations Manager - Payments

Dec 2016 – Dec 2017 · 1 yr · Noida, Uttar Pradesh, India

Service Delivery ManagementProcess Flow ChartsBusiness Process Outsourcing (BPO)Resolving Issues

Operations Manager - Marketplace

Aug 2015 – Dec 2016 · 1 yr 4 mos · Noida, Uttar Pradesh, India

Sales & Team Management

Process Flow ChartsProcess Flow Management

Myntra.com

Catalog Operations Manager

Jul 2014 – Aug 2015 · 1 yr 1 mo · Gurugram, Haryana, India

Managing a team of Photographers,Image Editors,Content writers, Visual Auditors and Quality Controllers etc to meet daily go live target
Co-ordinate with various internal and external stakeholders like team members, category managers, warehouse, catalog inwards section etc. to ensure all bottlenecks and “ON HOLD” items are cleared
Work in tandem with Planning, Ware House and Cataloguing Team and ensure there is optimum incoming load (Styles to be catalogued) so that the team is utilized fully on a daily basis
Publish metrics on Productivity, Quality, and Lead time on a daily / weekly / monthly basis.
Lead the Daily stand up meetings that are conducted in the mornings to plan for the day and the retrospective meetings in the evenings to analyze on the day’s production
Co-ordinate with the Subject Matter Experts (SMEs) in area of content writing and photography to provide technical and analytical guidance for Production floor teams
Ensure adherence to standard operating procedures (SOPs) to give out cataloguing targets in terms of go live, turnaround time and quality on daily basis.
Development of various processes for photography, photo editing and also for visual QC team and implementation and management of the same.

Jabong

Sr. Executive - Process Manager

Jan 2012 – Jul 2014 · 2 yrs 6 mos · Gurugram, Haryana, India

Business Development from E-Commerce clients with partner company.
Proper Account management of all clients in terms of revenue, cost, services etc.
New Client Generation, Client Retention & Business Development
Competitive analysis report of No. of S.K.U’s approved by team, No. of issues and Issue
Resolution, Overall TAT and Streamlining process
Comparison Analysis of other E-Commerce companies in terms of Website Hygiene, No. of
Categories, No of Products on Website and Price point.
Coordinate Weekly Meetings with Buying Team, Content Team, Customer Relation
Management team and Quality Control Team to ensure a better coordination
Price/discounts update/removal of products to help in sales promotion, trade promotion.
Personally available for all team to resolve issues personally and professionally to ensure
smooth flow of operations
Handling production process for Moksha which includes a team Graphic Designers, Content
Writers, Studio supervisors to provide better deliverables to clients