Trudy Sharma
Sr Regional Customer Experience Manager @Fiserv
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WORK HISTORY
Sr Regional Customer Experience Manager @Fiserv
IN
Handling Projects
EDUCATION
K J Somaiya Institute of Management
Master of Business Administration - MBA, Marketing
St. Mary's Convent Ajmer
Bachelor of Arts, English Literarture
University of Rajasthan
B.A., English Literature
SKILLS
ABOUT TRUDY SHARMA
I am currently working as a Associate Director at Plural, Pine Labs, with over 21 years of experience in BPO, Customer Service Management, Process Management, Quality Audits, RCA & Compliance, and Escalation Management. My expertise lies in driving operational excellence, customer satisfaction, and strategic process improvements to ensure seamless service delivery.Key Accomplishments:1. Customer Service & Client Retention: Successfully managed service-related issues, resolved customer queries, and implemented solution-driven approaches, leading to enhanced client retention and satisfaction.2. Process & SOP Development: Led the development and implementation of Standard Operating Procedures (SOPs) for Plural’s Payment Gateway, securing unanimous approval from all stakeholders.3. Operational Efficiency & Cost Savings: Strengthened internal processes by collaborating with Product & Tech teams, leading to cost savings and improved service delivery.4. Regional Leadership & Team Management: Heading Plural Regional Support with a team of 16 AM/DMs, overseeing West, East, & South regions, and successfully managing key enterprise merchants such as Reliance, Croma, Vijay Sales, Samsung, Adani, IRCTC, and more.5. Automation & Process Optimization: Spearheaded automation initiatives to enhance workflow efficiency and financial AOP planning, optimizing overall service processes.Core Strengths:My biggest strength as a professional is the ability to elevate customer service and drive client retention, ensuring teams stay motivated and focused on meeting business objectives and customer expectations.
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