Reshma Begum

I’m a strategic global account and operations leader with 25+ years of experience managing complex enterprise relationships across multinational contact centre environments. My focus is consultative engagement with C-level stakeholders, turning account insight into commercial outcomes and measurable efficiency.

Since 2022 at eBay, I lead global outsourced partner governance and strategic account engagement across multiple international markets. I delivered $4.7M+ in estate optimization savings (2025/26) through strategic restructuring and vendor alignment, and I act as a senior escalation and governance lead across four offshore partners. I design and facilitate global Quarterly Executive Reviews (QBR/QER) to strengthen alignment and uncover new optimization opportunities.

Previously, as a Global Capacity & Workforce Strategy Manager, I owned long-term planning for NA, UK, CSEU & APAC markets. I delivered ~$10M annual efficiency improvements through strategic capacity planning and operational optimization, and I standardized global capacity models into a unified enterprise tool to improve transparency and reduce operational risk.

Earlier in my career at Convergys and Sitel, I directed workforce planning and led major operational turnarounds. At Convergys, I managed workforce strategy for 15,000 FTE / 12 sites, supported RFP/RFI processes, and maintained forecasting accuracy within ±5% variance while contributing to 30% cost reduction for a key enterprise account (AT&T). At Sitel, I helped lift service levels from 50% to 80% and supported renewals through cost-reduction and performance improvement initiatives, alongside initiatives to reduce attrition and stabilize operations.