Pamela Sharma Email Address

Senior Vice President and Head of Business Operations

Technology consulting and services firm offering Data & Analytics, Business Intelligence Competency and Mobile Services.

An astute professional with over 20 years of experience in Strategy Planning, Customer Service Operations , Telemarketing , Training and Quality Audits across various Domains. Expertise and Proficiency in Developing and Implementing efficient Customer Service Operational Strategies to enhance Customer Experience and build competitive advantage in line with the organizational objectives to support overall business growth. In-depth understanding of Contact Center Activities and Potential with understanding of Technology Options and Leveraging in today's scenario. Combine strong analytical abilities, team leadership skills, and execution with Relationship management skills to sell and deliver across geographies. Invited by Faculty of Management Studies Delhi and IILM Delhi for guest lecturing on •CRM in today’s scenario •Importance of cross selling •Managing customer satisfaction Specialties: Customer Service and Delivery Operations,Process Re-Engineering, Operations and Strategic development of all service channels,Tech requirement- selection and inception for each channel,Continuous Process Improvisation and Control,Resource Optimization and Cost Efficiencies,Training Inputs - Product and Behavioral and Cross functional bridging for operational uniformity and leveraging