Rahul Sharma Email & Phone Number

Metro Manila, National Capital Region, Philippines

• AI Stream leader for Home Credit Philippines
• Head of Systems for Collections Department
• Head of Change Delivery / Project Management for Collections Department

National Capital Region, Philippines

Added responsibilities of design and deployment of AI based solutions in Home Credit Philippines across department like, Telesales, Customer Service and Collections.

National Capital Region, Philippines

Responsible for Point of Sale, Cash & Credit Card collections campaigns for Philippines Market.Home Credit B.V. is an international non-bank financial institution founded in 1997 in the Czech Republic and headquartered in Netherlands. The company operates in 10 countries and focuses on lending primarily to people with little or no credit history.

Metro Manila

Managing reservations operations for a Major US Airline

Philippines

Heading Quality function across 3 geographies for a Major US Airline Company

Gurgaon, India

• Project owner with a team span of 170 team members supporting a leading chain of hotels managing their central reservation center based out of Gurgaon
• Providing Support in English in the UK/US/India market and Arabic in the Middle east and Africa market
• Managing a market research team supporting the brands best price guarantee program, ensuring OTA’s and third-party resellers do not lower their prices in comparison with the brands website rates
• High performing team meeting Revenue targets and Guest experience scores month on month
• In line with brands strategy to maximize revenue and ensure great guest experience through exceptional services
• Managing a P&L of 2.5 Million USD/Annually

Gurgaon, India

• ITSM Manager with Leading Telecom Giant in India, ensuring end user experience is enhanced by improving the ITIL Framework and process adherence.
• Reengineered IT asset management process to make it more effective and simple for asset tracking and end user experience.
• Project management - acting as an owner for various IT projects delivered for the Corporate Office.
• Responsible for delivery in India / Sri Lanka / Bangladesh which comprises of 70+ zones, 23 circles, Campus, Corporate office.
• Supported with a team of 130 + IBMers, dedicated team for centralized Helpdesk, Desk side support and
• Software management team along with 400+ outsourced engineers.

Mumbai Area, India

• First line interface into suppliers.
• Overall responsibility for delivering high quality customer service from India - phone, chat and email, back office work.
• Customer centric vision with constant re-evaluation and re-engineering of services and processes aimed at enhancing the customer experience through a lean six-sigma approach.
• Fraud management through compliance check on Cyber source (payment gateway) and decision manager.
• End to end management of Cisco Unified Customer voice portal, configuring new VDN/DID, editing audio recordings, provisioning new numbers, changing routing based on new requirements, adding flexibility to cater to.
• Server maintenance of call recorder and setup (Web recall)

Gurgaon, India

• Managed Quality function for Airline process (800+ FTE out of 3 locations, email, voice, back office) and worlds biggest online retail store (German, French email support and voice/email for US customers, the process.
• Completed Six Sigma quality projects on Customer Satisfaction, Call Resolution, Handle time and Training.
• Handled transactional quality function in Philippines from April 2006 till May 2007 was responsible for setting up quality function across 5 accounts.
• Delivered higher margins through improved resource utilization, Multi skilling and renegotiation of workingwindow to enable higher seat utilization for a US online retailer catering to French, German and USCustomers.
• Strong focus on building a learning culture of quality tools and techniques through various trainings within the organization and passing on the learning to team members and operations.
• Worked on building a strong Quality MIS system in all the projects that i worked which ensured a snapshot view of the performance on all measurable metrics to operations and leadership.

Executive Programme In Ai For Business, Artificial Intelligence

Activities and Societies: Build ML models using Microsoft Azure services Building chatbots using Microsoft bot framework Exploring Azure.

Executive Programme In Fintech, Banking & Applied Risk Management, Banking And Financial Support Services

Activities and Societies: Worked on a Capstone project to build a Fintech Solution for Real estate market in India Detailed understanding.

Bachelor Of Technology - Btech, Electrical, Electronics And Communications Engineering

Studied electronic devices, circuits, communication equipments like transmitter, receiver, integrated circuits (IC). It also deals with.

Higher Secondry, Computer Science