Prerna Sharma

Background

About Prerna Sharma

With over 15 years of experience managing retail and contact center operations for some of India’s leading brands, including Bharti Airtel, Tata Teleservices, Dish TV, Snapdeal, Samsung (via iEnergizer), and Magicbricks, I have honed a proven ability to drive operational efficiencies, enhance customer experiences, and lead large-scale teams toward achieving strategic goals. Throughout my career, I have consistently delivered exceptional results by implementing process optimizations, cost reduction strategies, and customer-centric initiatives. For instance, during my tenure at Dish TV, I successfully managed operations across three contact centers with 700+ seats, driving ₹80 Cr in annual revenue and achieving a 15% reduction in operational costs. Similarly, at Magicbricks, I led a 60-member team to increase lead conversion rates by 20% and enhanced buyer satisfaction metrics by 15%. Key highlights of my expertise include: • Leadership & Team Management: Building and mentoring high-performing teams; fostering employee engagement. • Operational Excellence - Retail/Contact Centers: SLA/TAT adherence, process optimization. • Lead Generation & Revenue Targets: Driving lead generation Outbound and Inbound campaigns, achieving business revenue goals, and overseeing P&L to ensure financial sustainability. • Data-Driven Decision-Making: Leveraging analytics for campaign performance and strategic planning. • Customer Experience Management: Enhancing CSAT, NPS, customer feedback processes, and streamlining complaint resolution. • Revenue Optimization: Driving business growth through sales strategies and customer retention. • Partner & Vendor Management: Managing third-party providers and ensuring service delivery excellence. My ability to combine strategic planning with hands-on leadership has enabled me to deliver measurable business outcomes and exceed organizational goals. With certifications in Six Sigma Green Belt and advanced leadership training, I bring a methodical approach to managing complex operations and driving continuous improvement. I am eager to contribute my expertise in retail and contact center operations to drive meaningful results. I would welcome the opportunity to discuss how my experience and skills align with the organization’s goals.