Chitra Sharma

Founder

Blue Solutions a venture of BSLN Consultancy LLP

Jan 2022 - Current (4 years 7 months)

Senior Director

Concentrix

Oct 2018 - Mar 2022 (3 years 6 months)

Managing a US Technology Account, the largest Tech Account in Concentrix India (across Gurgaon, Pune & Bangalore), with a Revenue of $75M. Built the Account from scratch to a 4000-member world class team, delivering top notch performance, consistent growth in the business and continuous change & innovation to the clients, managing & leading High Performance Teams and retaining Hi-Pot Talent in the business. • Grew the account by 36% ($55m to $75m) in 3 years • Overall customer experience ratings of 8 & above, CSAT at >90% achievement and retention rates at 2-3% per month (annualized 30%) • Enabled 50% of the frontline population & staff to use tech & automation in delivery Achievements & Awards • Ranked 1st in technology enablement and over

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Senior Director Of Operations

CONVERGYS INDIA SERVICES PRIVATE LIMITED

Aug 2012 - Sep 2018 (6 years 2 months)

Spearheaded Portfolio of 7 Accounts (Technology, US Telecom & Financial) worth $80M annually. Managed the largest B2B Technical account (US Technology Account) and a large UK Telecom account, during the acquisition to Concentrix in 2018 • Led a team of around 7000 people across various sites of Convergys India (Gurgaon, Pune, Bangalore & Mumbai) under 7 different accounts panning technology, telecom & finance, worth $80m (~50% of overall revenue) • Led two large teams of 2500 each (USA Technology & UK Telecom) with a revenue of $55m & an operating income of 29% • Grew the US technology account by almost 50% during my tenure as senior director in Convergys Achievements & Awards • Won the best performing vendor for a technology account & the

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Director, Operations; Site Leader Orchid & Program Director

CONVERGYS INDIA SERVICES PRIVATE LIMITED

May 2007 - Aug 2012 (5 years 4 months)

Worked as Service Delivery lead for B2B support, for a large US Technology company, leading their Outsourced Operations in India, as well as performing the Client Services role for Client Relationship building & getting growth for the account • Managed 6 lines of business for a large us technology client- B2B support, server & cloud services support for all regions-US, EMEA & APAC, responsible for $15 m revenue & 23% Operating Income for all these LOBs • Led the growth of the business by 33% during the tenure & maintained an attrition rate of 3% monthly • Successfully enabled transition of 4 LOBs of 200 people to CIS from their captive centers Additional Projects • Global women’s network (GWN)- GWN lead for Convergys India, devising strateg

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Senior Operations Manager

CONVERGYS INDIA SERVICES PRIVATE LIMITED

May 2004 - Apr 2007 (3 years)

Led a very successful launch of the B2B Server Support program in India by building up the team, required for the successful launch of the program. • Built & launched the B2B server support team from scratch by successfully hiring 100 support professionals and five team managers to enable the launch & subsequent progress of the program in India within three months. • Successfully led the teams to achieve their customer satisfaction targets, with the launch team achieving an overall satisfaction of 75% in the first month itself • Strengthened competitive advantage by further applying six sigma to our operations and client solutions

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Operations Manager

Convergys India Services P Ltd

Mar 2003 - May 2004 (1 year 3 months)

Key achievements: Led a very successful launch of the Windows 2000, Enterprise Platform Support program in India Built up the dedication and commitment in the teams, required for the successful launch of the program Successfully hired 100 Support Professionals and five Team Managers to enable the launch the subsequent progress of the program in India within three months. Successfully assisted the teams to achieve their Customer Satisfaction Targets, with the launch team achieving an Overall Satisfaction of 75% in the first month itself Successfully assisted the teams to overachieve their Customer Satisfaction Targets, with the teams achieving an Overall Satisfaction of 78.18% & ODS of 1.82% in the month of February 2004 Maintaining very low

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Group Leader (Operations)

Spectramind EServices Ltd

Nov 2001 - Feb 2003 (1 year 4 months)

• Started the account from scratch & then lead a team of 30 America online certified technical consultants • Executed the processing of end-user requirements of the client and generated increasing business with the existing client.

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Chief Manager (Business Development & Operations)

SRP Infosystems Pvt Ltd

Sep 1999 - Sep 2001 (2 years 1 month)

• Led the set up of three businesses i.e. Transcription center, training center, and software development center • Led an organization of 200 people (incl. 11 managers); reporting to managing director. • Handled businesses of the existing key clients, like the Jaipur stock exchange, government departments and so on, in the local market; and two hospitals, three insurance companies and a big American construction company via our marketing partner in Florida

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Customer Support Executive

Procall Ltd

Nov 1997 - Aug 1999 (1 year 10 months)

Was part of the team, which set up Jaipur operations for Procall. Key responsibilities To ensure Internal & External Customer Satisfaction through monitoring of Customer database & handling their complaints as well as regular customer management Handled and co-coordinated all promotional events incl. Exhibitions, sponsorships, outdoor campaigning Handling all reporting and Branch-HQ coordination Handling all New Business Developments and ongoing Relations for Corporate and Government Accounts. Key Achievements 1. Instrumental in effective liasoning with government departments like Nagar Nigam, R.T.O., Collectorate, RSEB and Railways leading to sales of sets worth Rs. 25 lakhs 2. Instrumental in launching new promotions by identifying market

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Chief coordinator

Rajasthan Handloom Development Corporation Jpr

Dec 1994 - Nov 1997 (3 years)

Key responsibilities Handled a project on the Efficacy of the Yarn Bank , implemented by RHDC, Jaipur. This included analyzing material & financial assistance to weavers through out Rajasthan and providing a report to RHDC on the same. Key Achievements This resulted in providing additional aid to the weavers in the form of Sales Backup.

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