Deeksha Sharma

• Directed operations across multiple centers, enhancing profitability through strategic leadership initiatives.
• Drove admissions growth by establishing clear targets and implementing innovative sales strategies for the team.
• Guided employees in delivering objective and ethical client services, enhancing transaction integrity and profitability.
• Facilitated knowledge exchanges with centers and headquarters, enhancing understanding of competitive practices and emerging opportunities.

Achievements : -

• Devised and executed go-to-market strategies that leveraged key growth opportunities, driving revenue expansion from $250K USD despite challenges such as currency devaluation.
• Directed New Business Development and Expansion initiatives, resulting in an 18% increase in overall billing growth and a 3% improvement in the conversion ratio.

• Generated business growth by acquiring new clients across Banking, Retail, and SMB sectors in the Nigerian market, fostering lasting partnerships.
• Led sales efforts, consistently achieving targets while ensuring timely revenue collection and maintaining high service quality.
• Managed the entire client lifecycle—from the first interaction to long-term partnerships—building strong, trust-based relationships.
• Worked closely with project teams to ensure smooth service delivery, prioritizing customer satisfaction and quality standards.

Achievements: -

• Secured $1M in new business with major clients such as UBA, Access Bank, Stanbic, Fidelity Bank, SPAR, and Game Retail outlets, providing backup connectivity and POS devices.

• Managed and optimized processes for Fraud, Waste & Abuse detection, including Prospective Claims Review (Adjudication), Clinical Investigations, and Retrospective Recovery.
• Oversaw key operational metrics such as SLAs, team performance, training initiatives, attrition management, and hiring strategies.
• Led career pathing and performance management for a team of 30 FTEs, ensuring alignment with organizational goals and enhancing team capabilities.
• Ensured compliance with industry standards, regulatory requirements, and best practices while maintaining high levels of customer satisfaction.

Achievements : -

• Improved process efficiency by 15% through optimization of Fraud, Waste & Abuse detection workflows, including Prospective Claims Review (Adjudication), Clinical Investigations, and Retrospective Recovery
• Achieved a 98% SLA adherence rate by effectively managing key operational metrics and driving team performance.
• Maintained 100% compliance with industry standards and regulatory requirements while elevating customer satisfaction levels by 12% through consistent quality improvements.