Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Manish Sharma

Manish Sharma

Shipping | Cruise Safety And Compliance Standards | Deck Plans | Guest Experience
Kuala Lumpur

Summary

8+ years of critical expertise in Shipping Safety and Compliance Standards, Marketing, Quality Analyst, Customer Experience, Sales and Management. Highly articulate, confident and persuasive team-builder, able to motivate and communicate to achieve exceptional business performance. Meticulous in planning and organization of projects from start to finish. Successfully implemented strategies that improved client retention and streamlined service processes. Demonstrated proficiency in communication and problem-solving.

Overview

14
14
years of professional experience
5
5
years of post-secondary education
1
1
Certification
4
4
Languages

Work History

Customer Experience Expert (QA)

TDCX
07.2024 - Current
  • Disney infuses its storytelling DNA into every aspect of the cruise—from ship design to dining experiences and entertainment. Each ship has a thematic identity (e.g., the Disney Wish features an enchanted fairytale theme) that guides the design of experiences.
  • SOLAS (Safety of Life at Sea) – Covers ship construction, fire protection, life-saving equipment, and navigation.
  • MARPOL – Governs pollution prevention (air, water, waste).
  • MLC 2006 (Maritime Labour Convention) – Ensures crew welfare, working conditions, and living standards.
  • USCG and Port State Control – All Disney ships are subject to inspection by the U.S. Coast Guard and equivalent international authorities.
  • ISM Code (International Safety Management Code)
    This code requires cruise lines to implement a Safety Management System (SMS), which is a structured and documented approach to ensure operational safety. This includes emergency preparedness, safety drills, and a system for continuous improvement.
  • Performs all channel monitoring to evaluate employee's behavior and customer service performance and compliance with the company policies and business laws and regulations.
  • Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities.
  • Prepares and analyzes internal and external quality reports for review with internal stakeholders and clients.
  • Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience.
  • Works in partnership with Operations, Training and Clients in developing and enhancing evaluation programs that's targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement.
  • Uses Company Tools and Client Systems to gather data and analyze trends or patterns affecting quality performance.
  • Involved in Internal/External Calibrations with Operations and Client to share outlier's action plans and overall improvement factors.

Sr. Quality Evaluator

Concentrix
10.2017 - 08.2022
  • Managed a team of Account Specialist's/Facebook marketing experts to help SBG advertisers to maximize the ROI on Facebook Platforms meeting quality standards and compliance.
  • Conducted weekly and monthly business reviews, quality evaluations and generation of insights, feedback and calibration sessions.
  • Received the Best QA Award.
  • Applied lean analysis, located the underlying issues, researching and designing improved QA metrics.
  • Driven accountability with team leads and their teams to meet QA performance goals and ensure program standards are met on a week-over-week basis.
  • Bi-Weekly meets with direct Facebook Client on overall performance and was able to meet team monthly KPI's and Metrics.

Group Leader Sales

American Software Technologies
04.2016 - 11.2016
  • Joined as Technical Sales Specialist.
  • Met monthly Sales target.
  • Worked as third party support for Printers and Computers.
  • Handpicked for Group Leader Sales and Management.
  • Handled Sales Team and achieved monthly Team targets.
  • Floor Support for new hires.
  • Involved in sending weekly report to the management and client.

Technical Sales Expert

Live Technician Technical Solution Pvt Ltd
05.2014 - 04.2015
  • Handled fresh email calls (g mail, yahoo, outlook, hot mail, AOL).
  • Achieved given sales target on monthly basis.
  • Hand Picked for SME(Subject Matter Expert).
  • Handled Inbound calls regarding slow PC problem, anti virus protection, pop up on browser.
  • Upselling on existing customer and extended unlimited tech support duration.
  • Taken care of shipments of new products to be delivered at customers address.

Process Associate

Skk Medical Solutions Pvt Ltd
07.2013 - 05.2014
  • Worked as Process Associate in account receivable Department.
  • Took follow-up from American Insurance companies about patient overdue Billing status.
  • Involved in outbound calls on behalf of Doctor's Office.

Technical Sales Specialist

Mark Software Pvt Ltd
08.2011 - 11.2012

Education

MBA - Marketing(Major), HR(Minor)

Karnataka State Open University
01.2011 - 01.2013

BA - Bachelor of Arts

Global University of Nagaland
12.2007 - 12.2010

Skills

  • Leadership Skills
  • Project Management Skills
  • Excellent Communication Skills
  • Digital Marketing
  • Tech Savvy

Certification

Mastering TDCX Quality Framework

Timeline

Mastering TDCX Quality Framework

03-2025

Customer Experience Expert (QA)

TDCX
07.2024 - Current

Sr. Quality Evaluator

Concentrix
10.2017 - 08.2022

Group Leader Sales

American Software Technologies
04.2016 - 11.2016

Technical Sales Expert

Live Technician Technical Solution Pvt Ltd
05.2014 - 04.2015

Process Associate

Skk Medical Solutions Pvt Ltd
07.2013 - 05.2014

Technical Sales Specialist

Mark Software Pvt Ltd
08.2011 - 11.2012

MBA - Marketing(Major), HR(Minor)

Karnataka State Open University
01.2011 - 01.2013

BA - Bachelor of Arts

Global University of Nagaland
12.2007 - 12.2010

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Manish SharmaShipping | Cruise Safety And Compliance Standards | Deck Plans | Guest Experience