Summary
Overview
Work History
Education
Skills
Certification
References
Awards
Training
HR Shared Service Centre
Client Relation and Business Development
Timeline
Hi, I’m

Deepak Sharma

Faridabad,Haryana
Deepak Sharma

Summary

Dynamic Vice President with over 25 years of experience in employee development, customer service, and analytics, demonstrating a proven ability to drive business growth and enhance brand visibility. Skilled in delivering engaging presentations that attract new clients and expand existing accounts while fostering strong relationships and loyalty. A strategic thinker with a decisive leadership style, adept at navigating change management and aligning organizational goals with operational excellence. Committed to cultivating high-performing teams and implementing innovative solutions that ensure long-term success and competitive advantage.

Overview

24
years of professional experience
6
Certifications

Work History

Teleperformance
Gurgaon

Vice President IT
06.2025 - Current

Job overview

  • Leading Service Support Team for a Large Geo implementing new Gen AI practices
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Collaborated with senior management to develop strategic initiatives and long term goals.
  • Identified opportunities to improve business process flows and productivity.
  • Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
  • Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
  • Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
  • Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
  • Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
  • Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
  • Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
  • Established and directed successful programs focused on AI & Automation

TechMahindra
Noida

Associate Process Head
05.2019 - 06.2025

Job overview

  • Account handling of multiple accounts for Service Desk across GEOs for Telecom and Enterprise Company, enabling Customer Service through ITIL practices
  • Driving Service Desk Automation through Chatbot/Voice bot and other Tools
  • Resourceful in providing high value-added solutions to clients for revenue enhancement and cost reduction within a specific customer process.
  • Skilled in establishing ITIL strategy and processes. Leading global teams of more than 160 professionals with excellent trouble shooting skills, leveraging a comprehensive Knowledge base.
  • Facilitated Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers to determine the root cause of outages and delays, and required actions to be put in place to avoid them in the future.
  • Offering state-of-the-art technology across Robotics, Artificial Intelligence and Cognitive Computing to give a competitive advantage to clients.
  • Implementing and suggesting a number of RPA and other innovative projects to put actionable data and information in the hands of our frontline staff which helped drive customer satisfaction to record levels.
  • Working on solutions strategic roadmaps & aligning to business requirement to determine their technology needs.
  • Played a stellar role in defect analysis techniques utilizing CSAT data ensuring excellent customer experience
  • Establishing Processes to Drive Efficiency In delivering Client SLAs and KPIs.
  • Budgeting, Driving Top Line and Bottom Line, Revenue for EE, EN and NN
  • Driving Organic and Inorganic Growth through Collaboration with Pre Sales Team.
  • Improved efficiency and effectiveness of performance and management of processes across departments.
  • Responded rapidly to market shifts to make changes to corporate processes.

Convergys
Gurgaon

Sr Manager- Service Delivery
08.2015 - 02.2019

Job overview

  • My current assignment includes as a head of Service Desk operations for Convergys under ITIL practices.
  • CVG Service Desk is a 24/7 365 days support for Incidents. The team is based out of Gurgaon, Hyderabad, Philippines, Romania
  • CVG SD is the First point of contact for all break fix issues, Incident tickets and the main intake of trouble tickets via phone (24 x 7). The team is responsible for handling issues and ensuring closure to the End User in a timely manner.
  • Implemented and developed operational standards, policies and procedures.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.

HCL
Noida

Sr Manager Operation Delivery
02.2006 - 10.2015

Job overview

  • Driving Customer Service and Technical Operations team to achieve Client and Service SLAs
  • People Management using Best Industry People Practices to engage and empower staff to Deliver efficiencies with 360 Degree Feedback mechanism
  • Maintaining Operations Cost within budget
  • Using Chat/Voice and Email platform to manage End customers and driving key metrics
  • Overlooking Hiring and Recruitment requirement
  • Maintaining Client Relation through engagement and driving performance.
  • Driving KPIs and KRAs define as per organizational goals
  • Driving End user Satisfaction through 360 Degree Feedback mechanism.
  • Transaction monitoring compliance and adherence
  • Driving performance improvement plans along with Quality
  • Quality Systems: Manages Presale quality rules, process structure and documents. Coordinates internal and certification audits. Leads continuous improvement activities. Helps to ensure that customer-specific requirements are available and understood.
  • Driving Performance management System.
  • Various successful projects were completed in improving the process performance
  • Driving quality initiatives and Audits like ISO and BT STRADA audits Driving improvement projects on process and departments
  • Driving innovation and kaizens and ensuring adherence and compliance align with CBA.
  • Field Quality: Interfaces with customers for quality-related tasks, audits and incidents and collects and summarizes customer quality data to drive improvement.
  • Quality Systems: Manages quality rules, process structure and documents. Coordinates internal and certification audits. Leads continuous improvement activities. Helps to ensure that customer-specific requirements are available and understood.
  • Driving Performance management System.
  • Various successful projects were completed in improving the process performance
  • Six sigma implementations and driving projects based on lean concepts
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.

Wipro and Spectramind
New Delhi

Tech Support
02.2002 - 02.2006

Job overview

  • Liaised with IT department to ensure reliable tech support for all facility operations.
  • Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
  • Assisted in the creation of user-friendly tech support resources, improving overall user experience and satisfaction.
  • Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
  • Served as a liaison between customers and tech support teams when needed.
  • Recruited new volunteers to assist with various aspects of ministry operations, from children''s programming to tech support during services.

Education

Dehradun
Dehradun

Graduation
08.1996

University Overview

Dehradun
Dehradun

Class XII CBSE
03.1993

University Overview

Dehradun
Dehradun

Class Xth CBSE
08.1991

University Overview

Skills

Certification

Six Sigma Green Belt

References

References
Indra Bhushan, Singh, Director Network Services, Convergys

Awards

Awards
Successfully transitioned multiple Service Desk across various Geos, CRM system for HP SMS Ver 7.11 to SMS9.5, RPA Project for Global Password Resets for LAN IDs and other Tools, Global audit for Wireless Company Owned numbers through SharePoint, Migration of service Operations from SMS to Remedy, 15% Reduction in Work Force through RPAs and efficiency Drives, Delivery of Direct Benefit through Audits of Wireless Numbers by Plan Correction and Number disconnections, $1M Saving Annually in 20-21 under various projects in SD., Cost Optimization and O2P( offer to Production Project)

Training

Training
  • Responsible for Hiring, Training, OJT and Learning and development for two major clients AT&T and BT.
  • Coordinating with the Recruiters for Throughput, screening and offer to the candidates
  • Using Job portals , Social media, referral methods to source out candidates for best fit.
  • Process Training through Kirkpatrick’s Four level model.
  • Organization training to cover various organization and compliance training across the two clients and staff
  • Leadership training for managers and Supervisors for various tools and up skilling.
  • Send post-training surveys
  • Offer ongoing, sequenced training and coaching over a period of time
  • Conduct follow-up needs assessment
  • Check metrics (e.g., scrap, re-work, errors, etc.) to measure if participants achieved training objectives
  • Interview trainees and their managers, or their customer groups (e.g., patients, other departmental staff)
  • Training Quality >85%, Training Attrition 80%
  • Throughput percentage- 85% and above
  • First Pass Percentage >90% and above
  • Trainee feedback average Score of 4 and above on a scale of 5
  • Quality of New Hire Training Batch + Efficiency of Training (40%) + Effectiveness of Training (60%) = Overall Training Yield (20%)
  • Effectiveness of Training = Batch 1st 2 Months performance on the floor against the rest of the floor performance (Max Delta allowed is +-5%)
  • Trainer scorecard

HR Shared Service Centre

HR Shared Service Centre
  • Successfully managed HR Service Center for one of the Client which included providing support on HR services through Email, chat and Phone in a 10x5 days environment which included providing
  • On boarding of new candidates
  • Provisioning of IDs for new hires
  • New hires status and applicant status
  • Workday related issues
  • Coordinating with the Workday Vendor for upgrades
  • Coordinating with Payroll functions for queries and issues
  • Other HR functions

Client Relation and Business Development

Client Relation and Business Development
  • I had an opportunity to work with Big Clients like BT, AT&T, MACYS, Pearson to name few. As part of the engagement I had been part of the key team for Client interactions, reviews , meetings to discuss performances, Deliverables and plan strategies for the Client and for organization.I had successfully been able to add
  • 40 Chat FTEs as a part of Existing Customer – New business in AT&T
  • 30 FTEs in BT as apart of process Ramp
  • 15 FTEs in Pearson as Existing Customer – New business
  • I also supported many RFPs as a operational point of contact for the BD team.
  • I also completed a Cost Center to a Revenue Center in Service Desk by supporting Service Desk for two external Clients.

Timeline

Vice President IT
Teleperformance
06.2025 - Current
Associate Process Head
TechMahindra
05.2019 - 06.2025
Sr Manager- Service Delivery
Convergys
08.2015 - 02.2019
Sr Manager Operation Delivery
HCL
02.2006 - 10.2015
Tech Support
Wipro and Spectramind
02.2002 - 02.2006
Dehradun
Graduation
Dehradun
Class XII CBSE
Dehradun
Class Xth CBSE

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Deepak Sharma