Ankit Sharma

Process transformation for Products & Services involving design, strategy, and implementation. Led and owned day to day project management of key initiatives for the organization as either tracks within a program or independent projects. Gathered, analyzed, and documented the business requirements to create functional specifications for software development projects. Identified areas of improvement or enhancement in the existing process. Represents such gaps in the form of Flow charts, data model, etc. Assisted to complete UAT and drive the delivery of system enhancements. Responsible for creating/updating process documents and provide training to all stakeholders on the enhancements. Subject Matter Expert for all major salesforce objects, i.e., Sales cloud, Experience Cloud & Service Cloud. Led a team of BA’s and monitored their daily BAU Activities. Regular Engagement with internal/external customers to understand needs and opportunities to support the product strategy. Worked with different teams, i.e., Sales Ops, Professional Services, Customer Success Managers, Finance and Legal teams, to understand their goals and help define user friendly system solutions. Acted as a scrum master and owned the JIRA board and hosted daily scrum calls with engineering team to track status and discuss blockers.

Interacts with customers and functions as an advisory to manage stakeholder deal alignment, including proposal generation, adherence to business models and pricing guidelines, agreement consultation, legal support, and renewal agreements. Works closely with sales team to plan, drive, and track quarterly and yearly renewals closures. Advised management on performance management and employee relations issues, resulting in improved working relationships. Ensure invoicing of signed agreement and RCA on the cancellation requests from the customers. Provides new sales quotations to customers. Consortium deal management. Process improvement projects as part of Center of Excellence team.

Ownership and Accountability for L2C cycle ensuring end-to-end service delivery. Single point of contact for the Project Manager (PM) at a service request level. Provide monthly billing information to Billing and Invoicing Management (BIM) team. Reconcile Proposal, Cost Model, Service Verification Notice, and Expedio RM/OM price lines before service request is closed. Negotiation with vendors to get best pricing and Quotation, creating and Managing PO for Service requests. Assistance in Project Implementation by coordinating with Project Manager, Technical and On-Field Support team. Asset inventory management

Member of Amazon customers service to Identify and assess customers' needs and resolve their concerns. Provided customers with product information, demonstrating knowledge of product features and benefits. Collected customer feedback and identified areas for improvement in the customer service process. Knowledge transfers to new joiners.