Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Sharon Corneille

Sharon Corneille

Bengaluru

Summary

Dynamic Customer Experience and Contact Center executive with 18+ years driving GCC and global call center operations across customer service, sales, and BPO. Proven leader in building high-performing teams and launching customer-centric functions aligned with strategic goals. Expert in designing employee and customer journeys that enhance loyalty and satisfaction. Skilled in leveraging data, technology, and process improvements to boost performance and operational efficiency. Collaborative, solution-focused, and committed to delivering exceptional client outcomes.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Senior Director - Provider Call Centre

Sagility India Private Ltd
07.2024 - 07.2025
  • Spearheaded multi-channel healthcare operations (payer, provider, PBM), acting as executive client liaison and driving strategic initiatives to deliver strong P&L results.
  • Directed 800+ FTEs across global locations, ensuring strict SLA adherence, regulatory compliance, and flawless execution of claims operations and program transitions.
  • Championed digital transformation efforts by integrating analytics, RPA, AI, and CRM tools, significantly improving operational efficiency, reducing costs, and mitigating risks.
  • Elevated key performance indicators including CSAT, First Call Resolution (FCR), and Average Handling Time (AHT) through targeted process enhancements and technology adoption.
  • Fostered cross-functional collaboration with Quality, Training, Workforce Management, and IT teams to build scalable, resilient, and high-performing operational frameworks.
  • Led talent development initiatives, including leadership training, succession planning, and employee engagement programs, to create a future-ready workforce aligned with organizational goals.
  • Oversaw comprehensive risk management and compliance programs, maintaining rigorous internal controls and safeguarding enterprise reputation and client trust.
  • Implemented data-driven decision-making processes, leveraging real-time dashboards and KPIs to monitor performance and identify continuous improvement opportunities.

Head Customer Experience

Varthana Finance Private Ltd
09.2022 - 04.2023
  • Developed and executed a comprehensive Customer Experience strategy aligned with company vision and goals.
  • Set CX objectives for senior leadership, integrating them into annual performance assessments.
  • Led cross-functional coordination to eliminate silos, unify systems, data, and customer touchpoints for seamless CX management.
  • Established a 360-degree customer insights framework combining traditional and digital data for strategic decision-making and real-time CX excellence.
  • Drove CX adoption through targeted internal communications, executive education, and recognition programs to foster collaboration and innovation.
  • Designed CX performance dashboards linking market outcomes with team metrics to guide continuous improvement.
  • Led internal customer service and call center teams, improving key metrics including CSAT, NPS, response, and resolution times.

National Manager/Head Phone Banking

Ujjivan Small Finance Bank
08.2016 - 06.2022

Established the phone banking channel of Ujjivan Small Finance

Bank with the objective of extracting the 'Power of the Phone, Email

and Chat Channels' in order to deliver seamless customer service

and identified opportunities to cross-sell through these channels.

Strategy and Set up of the Department


  • Led the overall strategy and growth of the Phone Banking division, driving customer service excellence, sales performance, and operational results.
  • Designed and implemented comprehensive training, onboarding, and leadership development programs to elevate team capability and engagement.
  • Developed and executed customer segmentation and sales engagement strategies that strengthened relationships and improved retention.
  • Collaborated closely with executive leadership to align service operations with corporate objectives and ensure consistent policy governance.
  • Streamlined inside sales and customer service processes to boost operational efficiency, responsiveness, and service quality.
  • Championed customer experience initiatives that enhanced satisfaction scores and fostered long-term client loyalty.

Chief Manager – Phone Banking and Retail Assets

Kotak Mahindra Bank
01.2013 - 08.2016
  • Led overall strategy and growth of the Phone Banking division, with accountability for customer service, sales, and performance outcomes.
  • Designed and executed training, onboarding, and leadership development programs to build team capability and engagement.
  • Developed customer segmentation and sales engagement initiatives to strengthen relationships and drive retention.
  • Partnered with executive leadership to align service operations with broader business goals and ensure policy consistency.
  • Streamlined processes across inside sales and customer service functions to enhance operational efficiency and responsiveness.
  • Championed customer experience initiatives, resulting in improved satisfaction scores and stronger long-term client relationships.

Associate Manager - Escalations

Standard Chartered Bank
08.2005 - 01.2012
  • Led inbound call handling teams to deliver consistent, high-quality customer service and issue resolution.
  • Oversaw escalated complaints, ensuring timely closure within defined SLAs and audit compliance standards.
  • Monitored team performance against KPIs, maintained productivity levels, and implemented process improvements based on pain-point analysis.
  • Drove closure of aging complaints, ensuring adherence to scorecard thresholds.
  • Trained, coached, and motivated teams to optimize performance and maintain audit-readiness at all times.
  • Collaborated with Operations to implement a 24-hour resolution process for escalated calls.
  • Managed reporting and presented key performance metrics in management reviews, driving enhancements aligned with industry standards.

Education

Bachelor of Commerce -

Jyoti Nivas College
Bangalore
06.2005

Skills

  • Contact Centre Management systems
  • Program Management
  • Change Management
  • Customer Service
  • Sales Process implementation
  • Strategic leadership
  • Client relationship management
  • Operational efficiency
  • Process optimization
  • Compliance adherence
  • Change management
  • Cross-functional collaboration
  • Collaborative leadership
  • Culture transformation
  • Policy development

Certification

  • Managing Business Performance - June 2007
  • Interviewing Skills - October 2009
  • Customer Service Excellence - February 2010
  • IT & Cyber Security - IRDBT - November 2019


Languages

English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Tamil
Intermediate (B1)
Kannada
Intermediate (B1)

Timeline

Senior Director - Provider Call Centre

Sagility India Private Ltd
07.2024 - 07.2025

Head Customer Experience

Varthana Finance Private Ltd
09.2022 - 04.2023

National Manager/Head Phone Banking

Ujjivan Small Finance Bank
08.2016 - 06.2022

Chief Manager – Phone Banking and Retail Assets

Kotak Mahindra Bank
01.2013 - 08.2016

Associate Manager - Escalations

Standard Chartered Bank
08.2005 - 01.2012

Bachelor of Commerce -

Jyoti Nivas College
Sharon Corneille