Open to opportunities

Kalpana Sharma

@kalpanasharma2

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Director of customer relationship and operations, leading teams to drive growth and exceptional service.

India

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What I'm looking for

I want to lead customer relationship and operations teams, drive process improvement using data, and grow business through coaching, escalation handling, and strategic planning—building consistently high service quality and customer satisfaction.

I’m a results-driven Director with 18+ years of experience across matrimony services, customer support, technical support, quality assurance, and business operations. I lead teams and oversee customer relationship management to ensure exceptional client service delivery, handle escalations, and maintain consistently high satisfaction.

I strengthen performance through structured training and coaching, drive process improvement and operational efficiency, and use data analytics and MIS reporting to monitor performance and identify opportunities. From premium clientele management to strategic planning and business development, I focus on actionable initiatives that support business growth and organizational objectives.

Experience

Work history, roles, and key accomplishments

Current

Director

Current

Wedknott

Sep 2023 - Present (2 years 10 months)

Led and managed a team of 15+ relationship managers and oversaw customer relationship management for Wedknott’s matrimonial matchmaking service. Resolved escalations, conducted training and performance evaluations, and supported business development through strategic planning and market research.

Team Management Business Development Strategic Planning Escalation Management Data Analytics & MIS Reporting Quality Assurance Customer Experience Management Performance Management Stakeholder Management CRM Training and Development

Relationship Manager

Info Edge (India) Limited

Mar 2013 - Oct 2022 (9 years 7 months)

Managed premium client relationships and delivered personalized matrimonial services, analyzing customer requirements and recommending matches. Generated MIS reports, ensured adherence to quality standards, and mentored team members to improve performance and maintain customer satisfaction and retention.

CRM Client Servicing Data Analytics & MIS Reporting Quality Assurance Escalation Management Performance Management Stakeholder Management

Senior Executive - Customer Service

iEnergizer IT Services

Apr 2010 - Feb 2013 (2 years 10 months)

Provided customer support and technical assistance through chat-based channels, resolving database, account access, order tracking, and login-related issues. Conducted quality assessments for new hires, delivered process training, and supported customer satisfaction improvement initiatives and business improvement plans.

Customer Experience Management Technical Support Quality Assurance Performance Management Data Analytics & MIS Reporting Stakeholder Management Training and Development

Verifier & Quality Analyst

Delhi Call Private Limited

Feb 2009 - Mar 2010 (1 year 1 month)

Verified sales transactions completed by sales agents and monitored sales performance and lead generation metrics. Managed customer databases and CRM records, handled customer queries and complaint resolution, and supported quality assurance and compliance activities.

CRM Quality Assurance Escalation Management Data Analytics & MIS Reporting Stakeholder Management