Kamal Sharma

Experience

• 

  IBM

  May 2001 - May 2012

  Managed Operations Delivery spanning Customer Service, Back Office, Sales and Technical Support for one of Top Telecom Company in Africa.● Process Transitioning● Building of High-Performance Operation Team● Hiring / Training resources to support the expansion plan.● Managing the Operations, WFM, Training function & supporting the Quality function● Implementation of Best in Industry approaches with 100% deployment ● Established clear roles and responsibilities for each team member, allowing for better accountability and collaboration● Creating an inspiring team environment with an open communication culture● Manage key performance indicators for the team.● Ensuring a high level of efficiency and customer satisfaction

  • Operation Leader

    Aug 2010 - May 2012

  • Deputy Manager

    Apr 2008 - Dec 2010

  • Team Leader

    May 2001 - Mar 2008
• 

  Concentrix

  Jun 2012 - now

  ● Supporting Client Operation● Building & Deploying business reporting solution for new and existing client inConcentrix (Power BI, DOMO,SSRS, PBIRS & Excel)● Leading a team of 150+ staff across India/ASEAN/ANZ/AP● Managing 200+ client business reporting and proving business insights● Levering BI tools for data insight, efficiency & customer experience● Strategic Planning & effective Governance● Partnering in different stages of client acquisition and onboarding journey.● Client Management & experience● Partnering with Operations. Analyze Client Service Level Agreements; implementimprovement projects● Tracking business results, performing cost-benefit analyses, and monitoringproduction KPIs● Lead, motivate, and support a large team within a time-sensitive and demandingenvironment, including career development plans for direct reports andproblem resolution● Provide leadership and guidance to ensure consistent administration ofcompany policies and standards● Implementing New Technologies & Automation● Participating in RFI/RFP and demos with prospective clients Show less ● Deployment of Performance Reporting Framework for Client Projects● Managing the Central Reporting Team offering support to the Insurance, Healthcare and Customer Experience accounts● Facilitating change in workforce to support reengineering initiatives and meet organizational operating, financial and quality objectives.● Implementation of BI Tool & Performance Management Tools● Running projects related to standardization and cost savings ● Creating an inspiring team environment with an open communication culture● Ensuring a high level of efficiency and customer satisfaction Show less

  • Group Manager (Associate Director), Business Intelligence & Insights

    Jun 2021 - now

  • Sr. Manager, COPC. Quality Management & Continuous Improvement

    Jan 2018 - May 2021

  • Manager - Performance Reporting CoE

    Jun 2012 - Dec 2017