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Prerna Sharma Email & Phone Number
Head of Contact Center
at
Air India Express
LinkedIn matched
✓ Verified August 2026
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Profile completeness 100%
Current company
Role
Head of Contact Center
Location
New Delhi, Delhi, India
Company size
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Quick answer
Prerna Sharma is listed as Head of Contact Center at Air India Express, a with 3569 employees, based in New Delhi, Delhi, India. AeroLeads shows a matched LinkedIn profile for Prerna Sharma.
Prerna Sharma previously worked as Senior Manager at Magicbricks and Business Manager at Dishtv. Prerna Sharma holds Digital Marketing And Communication from Mica | The School Of Ideas.
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Email format at Air India Express
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Air India Express
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Profile bio
About Prerna Sharma
With over 15 years of experience managing retail and contact center operations for some of India’s leading brands, including Bharti Airtel, Tata Teleservices, Dish TV, Snapdeal, Samsung (via iEnergizer), and Magicbricks, I have honed a proven ability to drive operational efficiencies, enhance customer experiences, and lead large-scale teams toward achieving strategic goals.Throughout my career, I have consistently delivered exceptional results by implementing process optimizations, cost reduction strategies, and customer-centric initiatives. For instance, during my tenure at Dish TV, I successfully managed operations across three contact centers with 700+ seats, driving ₹80 Cr in annual revenue and achieving a 15% reduction in operational costs. Similarly, at Magicbricks, I led a 60-member team to increase lead conversion rates by 20% and enhanced buyer satisfaction metrics by 15%.Key highlights of my expertise include:• Leadership & Team Management: Building and mentoring high-performing teams; fostering employee engagement.• Operational Excellence - Retail/Contact Centers: SLA/TAT adherence, process optimization.• Lead Generation & Revenue Targets: Driving lead generation Outbound and Inbound campaigns, achieving business revenue goals, and overseeing P&L to ensure financial sustainability.• Data-Driven Decision-Making: Leveraging analytics for campaign performance and strategic planning.• Customer Experience Management: Enhancing CSAT, NPS, customer feedback processes, and streamlining complaint resolution.• Revenue Optimization: Driving business growth through sales strategies and customer retention.• Partner & Vendor Management: Managing third-party providers and ensuring service delivery excellence.My ability to combine strategic planning with hands-on leadership has enabled me to deliver measurable business outcomes and exceed organizational goals. With certifications in Six Sigma Green Belt and advanced leadership training, I bring a methodical approach to managing complex operations and driving continuous improvement.I am eager to contribute my expertise in retail and contact center operations to drive meaningful results. I would welcome the opportunity to discuss how my experience and skills align with the organization’s goals.
Listed skills include People Management, Client Relations, Client Services, Oracle Crm, and 10 others.
Current workplace
Prerna Sharma's current company
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Air India Express
11 roles
Prerna Sharma work experience
A career timeline built from the work history available for this profile.
Senior Manager
Lead Generation: Managing an outbound team of 60 RMs & 4 Team Leads responsible for generating qualified leads from theprospect property seekers for the builders. Team Management and Development: Building and leading high-performance contact center teams. Provided strategic direction,coaching, and mentorship to drive employee engagement and productivity.Operational Excellence/Mystery Audit Scores: Optimizing contact center operations through process improvement… Show more Lead Generation: Managing an outbound team of 60 RMs & 4 Team Leads responsible for generating qualified leads from theprospect property seekers for the builders. Team Management and Development: Building and leading high-performance contact center teams. Provided strategic direction,coaching, and mentorship to drive employee engagement and productivity.Operational Excellence/Mystery Audit Scores: Optimizing contact center operations through process improvement, technologyimplementation, and performance management. Ensured adherence to quality standards and SLAs for the online lead generationcampaigns. Managing mystery audit team to ensure minimal rejections from the qualified leads.Buyer’s Experience: Driving exceptional buyer experience by implementing engaging & conversational scripts at front end anddeveloping the best advisory team to assist buyers in their property making decisions. Analyzed customer feedback to identifyareas of improvement and enhance buyer satisfaction.Data Analysis and Reporting: Leveraging data analytics to identify trends, optimize campaigns, and make data-driven decisions.Prepared comprehensive performance reports for senior management. Show less
Business Manager
- Managing Outbound Sales Operations to achieve Business revenue targets.- Closely working with Marketing Team to enhance the performance of existing campaigns to ensure maximum acquisitions and delta business.- Ensuring achievement of Delta Business month on month from Dish Win-back, Retention & Prospective campaigns. - Efficient management of VAS & upselling campaigns to ensure conversion and recurring recharge business from customers.
Aug 2021 - Jan 2024
Centre Manager
- Managing both Inbound & Outbound Call Center Operations for Delhi & MP Region- Managing a business of 40 Cr annually from both the centers.- Responsible for AOP Planning, Business Strategy, Talent Development & Manpower Planning - Responsible for P&L of the Centre through Sales Program- Ensuring achievement of Service Excellence KPIs for Call Center - Accountable for SOP Adherence, Process Improvements & Cost Optimization
Jun 2020 - Aug 2021
Manager- Call Center Operations
-Handled inbound, outbound and digital campaigns of Samsung Electronics.-Managed a Team of 200+ Technical Agent, 7 TLs & 1 AM at Business Center.-Progressed Quality Scores from 78% to 92% in 5 months-Customer Satisfaction Index improved from 64% to 92%
Apr 2018 - Nov 2019
Assistant Manager- Digital Operations
- Responsible for managing Digital Customer Support via Email, Live Chat (Chat-bot) and Inbound- Successfully redefined the SOPs for superior outcomes- Formed & Improved all outbound Communications for enhanced experience- Effectively launched the CHAT Bot process- Mitigation planning for the risks and threats in the current processes.
Mar 2016 - Mar 2018
Team Leader - Customer Service Operations
- Managed a team of 35+ members to resolve customer complaints of critical categories.- Identifying product /service/delivery related roadblocks and opportunities for correction.- Redefined & implemented SOPs from root level for process correction- Highest productivity per Agent across all functions- Lowest Attrition level by implementation of Scorecard- Elevated 50% bottom performers to Top slots in 4 months
Jan 2015 - Mar 2016
Zonal Service Operations
- Responsible for management of Tech & Non Tech request flow through outsourced partners- Responsible for Agency handling, SLA & KPI Management- Two fold increase in productivity levels within 3 months- Enhanced C-Sat levels by initiation of periodic Camps at all touch- points- Significant reduction in Repeat complaints and improvement in churn ratio- Responsible for customer back-end support with a team of 3 - Successfully sustained base through effective execution of… Show more - Responsible for management of Tech & Non Tech request flow through outsourced partners- Responsible for Agency handling, SLA & KPI Management- Two fold increase in productivity levels within 3 months- Enhanced C-Sat levels by initiation of periodic Camps at all touch- points- Significant reduction in Repeat complaints and improvement in churn ratio- Responsible for customer back-end support with a team of 3 - Successfully sustained base through effective execution of Loyalty Program and service camps- Nominated thrice in a row for "Best SLA Adherence Zone"- (Nodal-Appellate Cell & Email) Responsible for managing correspondence of North India.- Handled preparation of analysis, escalations & other productivity reports- Successfully completed Six Sigma project on back-end process Show less
Jan 2012 - Jan 2015
Service Recovery Operations
- Handled a team of people involved in providing back-end support for customer complaints and maintaining customer quality standards.- Handling Escalated-customer disputes - Back End Operations- Customer loyalty programs and Service camps- Maintaining churn and retention targets.- Presales and after sales support to field teams.- Driving SL, Quality, CSS for the Zone
Nov 2008 - Dec 2011
Customer Service Operations
- Handled Top Management Escalations, Customer Complaints and Requests for entire North circle.- Responsible for managing correspondence of North India - Tele-media, Follow-ups & resolutions- Responsible for providing correct resolutions to customers while maintaining SL and Quality norms- Completed YB (Yellow-Belt) Project to reduce wrong logins in WCC bin (process-improvement).
Sep 2007 - Oct 2008
Retail Operations
- Responsible for handling retail operations for COCO outlet- Handled Sales, Activations, Installations, Complaint Management follow-ups & Escalations- Managed a team of 5 Relationship Executives- Ensured highest level of Customer Experience thru various initiatives- Instrumental in making the Store operations viable from Business prospective
Aug 2005 - Jun 2007
5 education records
Prerna Sharma education
Digital Marketing And Communication
Master Of Business Administration (Mba), Human Resources Development, A
Diploma In Marketing, Advertising & Pr
South Delhi Polytechnic For Women
Bachelor Of Commerce (B.Com.)
Senior Secondary
FAQ
Frequently asked questions about Prerna Sharma
Quick answers generated from the profile data available on this page.
What company does Prerna Sharma work for?
Prerna Sharma works for Air India Express.
What is Prerna Sharma's role at Air India Express?
Prerna Sharma is listed as Head of Contact Center at Air India Express.
Where is Prerna Sharma based?
Prerna Sharma is based in New Delhi, Delhi, India while working with Air India Express.
What companies has Prerna Sharma worked for?
Prerna Sharma has worked for Air India Express, Magicbricks, Dishtv, Ifb Appliances, and Ienergizer.
How can I contact Prerna Sharma?
You can use AeroLeads to view verified contact signals for Prerna Sharma at Air India Express, including work email, phone, and LinkedIn data when available.
What schools did Prerna Sharma attend?
Prerna Sharma holds Digital Marketing And Communication from Mica | The School Of Ideas.
What skills is Prerna Sharma known for?
Prerna Sharma is listed with skills including People Management, Client Relations, Client Services, Oracle Crm, Customer Relationship Management, Partner Management, Quality Management, and Quality Control.
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