Vishal Sharma

About Vishal Sharma

With 20+ years of experience as a strategic & transformational operations leader, I have focused on building relationships & implementing process improvements to lead high-performing teams to achieve client goals. I am known for expanding revenue growth & driving high-level productivity improvements that result in operational success. I am a solutions expert with a background in FP & A, budget management, & portfolio management.Key Highlights Include: Started at the organization as a manager in the Philippines, receiving the promotion to Senior Manager of Operations, Director of Operations, and ultimately achieving the position of Senior Director of Operations, expanding responsibilities to overseeing 2.5K employees and the P&L management growth from $36M to $45M Led in high-level negotiations concerning pricing options, developing and delivering sales presentations, and successfully securing service level agreements, increasing profitability by 150% Functions as Director of Operations, overseeing an insurance client consisting of 5 US and 1 nearshore locations, managing 900 associates and a P&L of over $30M Led in instituting innovative quality assurance processes, establishing a 1-call resolution, minimizing customer effort, enhancing the overall customer experience, and driving the customer satisfaction and retention rate up 29% Responsible for leading 6 supervisors and overseeing 100 collection agents, maintaining the day-to-day operations, establishing improvements to enhance operational efficiency and effectiveness, and supporting the team performance Led a team of 16 customer service representatives, building, training, and developing a highly-effective team, providing regular evaluations, sharing feedback, and addressing any areas of concern, maximizing the overall team performanceContact me through this profile if you wish to connect.

Experience

1. Senior Director of Operations

   iQor

   Oct 2017 — Present · Charlotte, NC, US

   iQor - Senior Director of Operations/Director/Senior Manager• Started at the organization as a manager in the Philippines, receiving the promotion to Senior Manager of Operations, Director of Operations, and ultimately achieving the position of Senior Director of Operations, expanding responsibilities to overseeing 2.5K employees and the P&L management growth from $16M to $25M• Addressed issues brought on by the COVID-19 pandemic, successfully pivoting 1.5K agents to work from home in less than a week• Functioned as Director of Operations, overseeing an insurance client consisting of 5 US and 1 nearshore locations, managing 900 associates and a P&L of over $30M• Led high-level negotiations concerning pricing options, developing and delivering sales presentations, successfully securing service level agreements increasing profitability by 150%• Established relationships with clients to identify underperforming operational areas, revamping processes and procedures as needed to accelerate efficiencies and deliver high-end performances to become the sole vendor owning 100% market share• Created and implemented an employee incentive program providing tangible items to employees monthly, acknowledging effort and performance and reducing attrition from 10% to 5% as well as minimizing turnover• Worked closely with the technology team, tracking daily agent activity data within the payroll processing system, controlling the paid and unpaid employee activities, and reducing costs to the client and company while increasing overall profit margins 5-7%• Integral team member working to transition various start-ups within the Philippines and the US, receiving acknowledgment for directing a team that outperformed internal client centers• Led in instituting innovative quality assurance processes, establishing a 1-call resolution, minimizing customer effort, enhancing the overall customer experience, and driving the customer satisfaction and retention rate up 29%

Education

• Delhi University

  Bachelor's degree

Skills

• Process Excellence
• Mis
• Employee Engagement
• Workforce Management
• Call Center
• Transition Management
• Sla
• Outsourcing
• Operations Management
• Call Centers
• Service-Level Agreements (Sla)
• Vendor Management
• Service Delivery
• Business Process Outsourcing (Bpo)
• Management
• Offshoring
• Bpo