Cheenu Sharma
@cheenusharma
Customer Support Operations Manager with 15+ years leading KPI-driven contact centers.
IndiaWhat I'm looking for
I’m a Customer Support Operations Leader with 15+ years’ experience managing large contact center teams, improving customer experience, and delivering KPI-driven results. I’ve led 50+ agents across multi-channel support (voice, chat, and email), with a strong focus on CSAT, Net Promoter Score (NPS), SLA adherence, and agent productivity.
I’ve driven measurable improvements through service quality and coaching initiatives, including increasing NPS by 5% and reducing absenteeism by 15% within 6 months. I’m skilled in escalation handling, process improvement, workforce planning, and performance management—leading weekly coaching, quality audits, and PIP plans while managing client stakeholder communication.
Experience
Work history, roles, and key accomplishments
Operations & Financial Manager
Grapple Management Services Pvt. Ltd.
Feb 2024 - Present (2 years 4 months)
Manage customer support program financial operations by analyzing SG&A P&L movements, forecasting budget deviations, and preparing FRP and monthly call decks. Lead headcount reconciliation and partner reporting to support performance metrics and digital support operations.
Led 4 team leaders and 50+ voice and chat agents for international clients, driving CSAT, NPS, AHT, and SLA adherence. Improved service quality through coaching and quality audits, increasing NPS by 5% and reducing absenteeism by 15% in 6 months.
Senior Customer Support Executive
iEnergizer
Oct 2008 - Apr 2012 (3 years 6 months)
Provided multi-channel customer support (voice, email, and chat) for an international gaming client, Electronic Arts, while maintaining CSAT and SLA compliance. Resolved complex issues, handled escalations, and collaborated with internal teams to improve customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Chaudhary Charan Singh University
Master of Commerce, Commerce
2011 - 2012
Master's in Commerce completed at C.C.S. University, Meerut from 2011 to 2012.
Chaudhary Charan Singh University
Bachelor of Laws, Law
2004 - 2007
Bachelor's in Law completed at C.C.S. University, Meerut from 2004 to 2007.
Chaudhary Charan Singh University
Bachelor of Commerce, Commerce
2001 - 2004
Bachelor's in Commerce completed at C.C.S. University, Meerut from 2001 to 2004.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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