Atul Sharma

Experience

• 

  Airtel

  Jan 2007 - Oct 2011

  Zonal Retentions Incharge

  Initially worked as a backend executive in Service Marketing team and after one & a half year, I was given Vendors to drive the business through. Led 3 Vendors, for handling Churn and managing customer base of Central & East zones of Delhi. Part of E-CRM Launch project.Roles & Responsibilities:• RCA of Churn cases, improvement plans and Revenue Churn Management• Vendor performance assessment through periodic reviews & appropriate roadmap• Work Allocation to Vendors on basis of performance & resources available• Service Level & Service requests management.• Training of Teams at Vendor location on process & application changes Show less

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  Wipro BPS

  Oct 2011 - Nov 2013

  Team Leader

  Managed Semi-Technical Inbound and Outbound processes as a Team Leader. Handled 7 different sub processes of R&C Process. Part of Transition team for Process movement from NSEZ Campus to Noida center. Led various Process improvement projects as well. Roles & Responsibilities:• Define and Execute Dialer strategies• Maintain & improve process efficiency• Team Management, performance improvement and Training sessions on SOP/Process changes• Regular review and Follow ups on open items with Client• SLA Management and Escalation handling from Client & Level-2 Support Show less

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  Videocon Telecommunications Ltd

  Nov 2013 - Dec 2013

  Zonal CRM head - Assistant Manager

  Managed all Contact centers and customer touch points of Amritsar Zone for Videocon Connect Pvt. Ltd. Goal was to improve the services, increase Customer satisfaction and reduce churn. Managed Revenue enhancement projects.Roles & Responsibilities:• Maintain and Increase C-Sat at Customer contact center’s• Manage all CLM activities• Drive Revenue enhancement projects• Hygiene and compliance management at Customer contact center’s• RCA of Churn cases and improvement plans Show less

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  Getit Infoservices (P) Ltd.

  Jun 2014 - Nov 2017

  Project Manager

  Managing CRM Application and all associated projects. Handling 2 instances of CRM, Pro version of CRM for Indian users and Community edition version for Malaysian users. In addition to this, Managing Sales force android application and CTI which are integrated to CRM. Roles & Responsibilities:• Conceptualize & define the CLM process around CRM• Process designing & automation – Designing of Business process and conversion into System Process• Support on all of the processes & Functionalities implemented in CRM & SFA App• Integration with existing/new systems & third party applications like payment gateways• Understanding the business model and Mapping the existing CRM processes with new business processes• Training Users on the new platform and System changes• Manage other Functional Projects Show less

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  Teleperformance India

  Nov 2017 - Apr 2021

  • Manager FP&A

    Nov 2019 - Apr 2021

  • Deputy Manager FP&A

    Nov 2017 - Oct 2019
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  Genpact

  Apr 2021 - Jun 2022

  Senior Manager FP&A
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  Teleperformance

  Jun 2022 - now

  Senior Manager