Asit prakash Sharma

VP - Ops & Customer Experience (Genpact , Canvera.com , Saudi Airlines

Gurugram, Haryana, India

Summary
Call Center Vendor Management Customer Retention & Loyalty Customer Service Management Process Transformation Customer Experience Management Call Centers
Asit is a seasoned professional in Customer Experience Management , Customer Service delivery and Transformation space. He is expert in multi channel customer engagement and comes with a diverse experience across industries , verticals and geographies.Extensive experience in designing , operationalizing and transforming customer engagement strategy for e-commerce , retail , Airlines and financial services sector.

Specialties: Service Delivery, Operations , Client Management , Customer Service Strategies, Transformation
Experience

VP - Ops & Customer Experience at Canvera.com

Jan 2016 - Present

Leading the pan-India Customer experience strategy design from scratch. Blueprinting the operational design to offer a global customer experience , enhance share of wallet and improve Customer Retention Managing Sales and Service contact center for pan-India with delivery centers located in Gurgaon and Bangalore Tasked with designing the Target operating model alongwith the CEO. Defining Go to market strategy and foray in to consumer business(B2C) Reprofiling the entire Customer database to establish Customer personas , segmentation. End goal is to define a customized service strategy for each segment Deploying Customer behavior analytics to enhance share of wallet , manage silent attrition – Understanding breakage points and proactively identifying potential customer attrition

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