Kapil K Sharma

Kapil K Sharma is an experienced professional in customer experience design and strategy, currently working at du since December 2016, where notable achievements include a 30-point increase in Transactional Net Promoter Score (TNPS). Prior to this, Kapil served as Head of Customer Service for the enterprise segment at Globacom, achieving a 98% renewal rate and securing USD 20 million in annual revenue. Experience at IBM involved managing IT service delivery with a 99% adherence to service level agreements. Earlier roles include Customer Loyalty Manager at Piramyd Retail Limited, where a successful winback program generated USD 1 million, and Manager of Customer Service at airtel, maintaining a low churn rate. Kapil started the career as Assistant Manager at Tata Teleservices, significantly reducing churn rates. Academic credentials include a Project Management Professional (PMP) certification and an MBA in Business Administration.