Hem Prakash Sharma

Director - Global Quality & Process Excellence @Conduent

Noida, IN

Led process performance and customer satisfaction project • Reducing lead time by 47% in one of the key customer interfacing processes • ~ 25% Reduction in inbound calls by improving the self-help mode at various customer touchpoints (i.e, Web, IVR, Chat etc.)- Led Productivity & efficiency optimization project reducing organizational cost by ~4.8M (45 FTEs)- Introduced and established KPI metrics mapped with Client SLAs to track & measure the process performance for driving improvements leading to a better customer experience- Analyzed risk events, dived into the root cause and Proposed improvements via timely and effective Corrective & Preventive actions on service quality issues and customer escalation- Led team on multiple projects to overhaul customer interfacing processes, communications, and material flows, leveraging value stream analysis at the organizational level to maximize customer experience- Worked with IT team on Robotic Process Automation (RPA) project; to develop Chat BOT and Voice BOT helping organization reduce cost and enhancing the customer digital experience at the same time

Saraswati Bal Mandir

10

G B Pant polytechnic

Production engineering

Indian Institute of Management, Calcutta

Executive Program in Business Analytics, Business Analytics

Delhi University

Bachelor of Arts (B.A.), Maths

Xavier Institute of Management(XIM Bhubaneswar)

Executive MBA, General