Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

KRITI SHARMA

Summary

Dynamic and results-oriented leader with expertise in team management, strategic planning, and customer engagement within the Banking, Financial Services, and Digital Services Industry. Adept at driving operational excellence, enhancing client retention, and optimizing processes to deliver measurable improvements in performance metrics. Skilled in managing large teams, fostering talent development, and implementing innovative solutions to achieve organizational goals. Proficient in data analysis, problem-solving, and utilizing tools like MS Excel and MS PowerPoint to streamline operations. Recognized for cultivating high-performance cultures, achieving exceptional customer satisfaction, and consistently exceeding targets. Certified in Green Belt Six Sigma, Scrum Methodology, and leadership programs, with a strong focus on driving efficiency, governance, and employee engagement.

Overview

2026
2026
years of professional experience
2013
2013
years of post-secondary education
3
3
Certifications

Work History

Above and Beyond

American Express
  • Handled tier-2 problem tickets, ensuring the precise resolution of intricate product and service-related challenges.
  • Supervised operational workflows to eliminate inefficiencies and uphold high-quality standards across processes.
  • Directed the rollout of Customer First Resolution (CFR) initiatives, enhancing service delivery models on a market-wide scale.
  • Optimized staffing by refining schedule adherence practices and designing detailed efficiency matrices for improved resource allocation.
  • Led the implementation of the Colleague Value Proposition (CVP) Program, concentrating on employee skill enhancement and fostering cross-market engagement.
  • Organized and managed the Product and Process Training framework, ensuring its successful completion and alignment with business objectives.
  • Partnered with the Global Development Team to create innovative tools and platforms, enabling leaders to effectively execute their daily operational responsibilities.

POD Leader, Retentions

American Express
12.2022 - Current
  • Spearheaded customer retention strategies, targeting high-value clients with annual spends exceeding $10K, ensuring loyalty and engagement.
  • Conducted 360-degree problem analysis to address and resolve complex customer challenges efficiently.
  • Implemented metrics-driven governance frameworks, ensuring superior customer experience and adherence to compliance.
  • Led projects focused on grievance redressal, reducing complaint resolution times and enhancing customer satisfaction.
  • Managed teams servicing premium customer portfolios, providing tailored solutions to drive retention and loyalty.
  • Introduced innovative strategies that resulted in improved business hygiene and performance metrics.
  • Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
  • Assisted with new hire processing and existing training programs.

Team Leader

American Express
12.2017 - 11.2022
  • Directed a team of 15–20 professionals, ensuring performance excellence through regular coaching, feedback, and training interventions.
  • Enhanced operational efficiency by leading availability and absenteeism projects, resulting in 7% improvement in team availability.
  • Partnered with cross-functional teams to develop robust performance management frameworks.
  • Played a pivotal role in mentoring new hires, creating seamless onboarding and early transition plans.
  • Consistently achieved 97%+ employee engagement scores, reflecting a positive workplace culture.
  • Recognized among the top leaders for five consecutive years across multiple portfolios.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

Interim Team Leader

American Express
10.2015 - 11.2017
  • Revitalized a bottom-performing team, achieving a 2990 bps improvement in RTF and 1500 bps growth in OSAT within one year.
  • Created a structured call treatment framework, elevating customer satisfaction during interactions.
  • Independently managed teams during leadership transitions, maintaining operational consistency.
  • Trained and transitioned a new hire batch with a 95% certification rate, showcasing exceptional mentoring skills.

Subject Matter Expert

American Express
08.2014 - 09.2015
  • Guided new hire representatives, achieving an 85% certification rate, ensuring readiness for production environments.
  • Collaborated with leadership teams to improve processes for low-performing representatives, driving significant performance gains.
  • Acted as an interim leader, effectively managing team operations in the absence of the supervisor.

Customer Care Professional

American Express
07.2013 - 07.2014
  • Delivered exceptional service by addressing client inquiries, enhancing customer satisfaction and retention.
  • Analyzed customer feedback to prepare insightful reports, contributing to product and service enhancements.
  • Exceeded quality, adherence, and compliance metrics consistently, earning commendations for excellence.

Education

Bachelor of Arts -

Kirorimal College
Delhi University
07.2010 - 07.2013

Higher Secondary Certificate (HSC) -

Manav Sthali School

Skills

Leadership & Team Management: Expertise in motivating, mentoring, and guiding teams toward achieving organizational goals

Strategic Business Planning: Proven ability to design, execute, and monitor business strategies for revenue optimization

Customer Relationship Management (CRM): Skilled in developing and maintaining long-term, high-value client relationships

Project & Change Management: Adept at leading projects and transitions, ensuring seamless operations and delivery

Problem Solving & Decision Making: Proficient in conducting root-cause analysis and implementing effective solutions

Data Analysis & Metrics Governance: Experienced in using data-driven approaches to monitor performance and improve outcomes

Accomplishments

  • Customer Retention Excellence: Spearheaded high-impact customer retention strategies, driving engagement and retention among premium clientele. Improved conversion processes and achieved measurable growth in customer loyalty metrics.
  • Operational Transformation: Successfully streamlined workflows and case-handling strategies, reducing case generation by 25% and freeing resources equivalent to 3 FTEs, enabling focus on high-value interactions.
  • Performance Improvement Leadership: Achieved record-breaking improvements in key metrics, including RTF (+2990 bps) and OSAT (+1500 bps), while driving consistent top team rankings and exceptional employee pulse scores (97%+ annually).
  • Process Optimization: Initiated successful performance improvement projects, enhancing team availability by 7% and reducing absenteeism by 2%, while ensuring adherence to compliance guidelines.

Certification

Green Belt Six Sigma: Expertise in applying Six Sigma methodologies to drive process improvements and operational efficiency.

Timeline

POD Leader, Retentions

American Express
12.2022 - Current

Team Leader

American Express
12.2017 - 11.2022

Interim Team Leader

American Express
10.2015 - 11.2017

Subject Matter Expert

American Express
08.2014 - 09.2015

Customer Care Professional

American Express
07.2013 - 07.2014

Bachelor of Arts -

Kirorimal College
07.2010 - 07.2013

Above and Beyond

American Express

Higher Secondary Certificate (HSC) -

Manav Sthali School

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KRITI SHARMA