Jatin Sharma
Delhi NCR,India
Summary
Accomplished leader with expertise in AI-driven customer engagement and strategic growth, honed at Sutherland Global Inc. Proficient in Salesforce and predictive analytics, fostering innovation and collaboration. Spearheaded global initiatives, enhancing client satisfaction and retention by over 30%, while driving digital transformation and operational excellence across diverse markets.
Overview
19
19
years of professional experience
Work History
Senior Director – Global Account Management
Sutherland Global Inc.
Delhi NCR, India
02.2022 - 09.2025
- Lead global account management for enterprise SaaS clients, overseeing delivery across North America, EMEA, and APAC.
- Drive adoption of AI-based automation frameworks, chatbot deployment, and AI call summarisation to enhance CX and operational governance.
- Develop and scale performance dashboards, predictive analytics, and automation initiatives to strengthen retention and growth across Fortune 500 partnerships.
- Collaborate with cross-functional leadership to embed agentic AI capabilities, improving service agility and client satisfaction globally.
Vice President – Business Development
TUI India Pvt. Ltd.
Gurgaon, India
02.2019 - 09.2021
- Spearheaded commercial transformation by integrating automation, omnichannel CX frameworks, and data-driven sales processes.
- Built strategic alliances, scaled B2B and B2C channels through AI-enhanced customer engagement, and redefined operational standards.
- Championed workflow digitization, resulting in multi-fold growth in acquisition and significant improvements in customer satisfaction and retention.
Associate Vice President – Leisure Travel
Thomas Cook India Ltd.
Gurgaon, India
02.2016 - 01.2019
- Directed domestic and international leisure business units, driving digital modernization and customer engagement excellence.
- Implemented predictive analytics to improve CLTV and deployed AI-led CRM frameworks for automated campaign management.
- Led transformation of service processes, improving operational efficiency, forecasting accuracy, and revenue growth through technology adoption.
National Sales Leader
Flight Centre Travel Group (India)
Gurgaon, India
07.2008 - 01.2017
- Managed national business operations, including B2B and B2C travel sales and service functions.
- Introduced CRM-led performance optimization, analytics-based decision frameworks, and digital enablement initiatives.
- Scaled regional operations, strengthened retention and sales performance, and built high-performing teams aligned with customer-centric growth objectives.
Team Leader – Travel Sales Process
WNS Global Services
Gurgaon, India
07.2006 - 06.2008
- Led travel sales operations for global clients, ensuring high-quality service and operational excellence.
- Implemented early automation and analytics frameworks to enhance process efficiency and reporting accuracy.
- Recognized for delivering consistent improvements in service KPIs and client satisfaction metrics.
Education
Professional Certified Coach (PCC) -
International Coaching Federation
01.2020
Entrepreneurship in Emerging Markets -
Harvard Business School Online
01.2020
CRM Strategy & Analytics -
IIM Ahmedabad
01.2017
Executive Management Program - Sales & Marketing
Indian Institute of Management Lucknow
01.2014
Business & Leadership Excellence -
Dale Carnegie Training
01.2013
Bachelor’s - Journalism & Mass Communication
GGSIP University
01.2006
Skills
- Salesforce
- HubSpot
- Zendesk
- Freshworks
- CX360
- Neqoo
- UiPath
- OpenAI APIs
- Agentic AI Systems
- Voice Summarisation Tools
- Power BI
- Tableau
- Google Looker
- Advanced Excel
- ServiceNow
- Workday
- Docebo
Technical Skills
Salesforce, HubSpot, Zendesk, Freshworks, CX360, Neqoo, UiPath, OpenAI APIs, Agentic AI Systems, Voice Summarisation Tools, Power BI, Tableau, Google Looker, Advanced Excel, ServiceNow, Workday, Docebo
Ai Led Transformation And Digital Innovation
- Agentic AI Deployment – Designed and implemented intelligent workflow agents for CX triage, improving productivity and responsiveness.
- AI Chatbot & Summarisation Tools – Integrated AI-based chat and voice summarisation engines to enhance insights and customer engagement.
- Automation & Governance Frameworks – Standardized operational processes with AI dashboards for real-time SLA monitoring.
- Predictive Analytics – Built data models to anticipate churn, optimize CLTV, and drive proactive customer interventions.
Core Leadership Competencies
- Operational Strategy & P&L Ownership
- Global Delivery Leadership
- AI & Process Automation
- Customer Experience & CLTV Optimization
- Data Analytics & Insights
- Workflow Optimization
- Change Leadership
- Stakeholder Management
- Digital Governance & Transformation
Affiliations
- Outside of work, I am a fitness enthusiast who enjoys cycling and playing pickle ball with my daughter.
Accomplishments
- Was Awarded with "Role of Honour" at Thomas Cook for highest growth in Sales in 2018.
- Was awarded for Excellence by OTM as the winner for Best B2B Travel company in 2020.
Timeline
Senior Director – Global Account Management
Sutherland Global Inc.
02.2022 - 09.2025
Vice President – Business Development
TUI India Pvt. Ltd.
02.2019 - 09.2021
Associate Vice President – Leisure Travel
Thomas Cook India Ltd.
02.2016 - 01.2019
National Sales Leader
Flight Centre Travel Group (India)
07.2008 - 01.2017
Team Leader – Travel Sales Process
WNS Global Services
07.2006 - 06.2008
Professional Certified Coach (PCC) -
International Coaching Federation
Entrepreneurship in Emerging Markets -
Harvard Business School Online
CRM Strategy & Analytics -
IIM Ahmedabad
Executive Management Program - Sales & Marketing
Indian Institute of Management Lucknow
Business & Leadership Excellence -
Dale Carnegie Training
Bachelor’s - Journalism & Mass Communication
GGSIP University