Sheena is a seasoned leader in the telecommunications industry, having led large diverse teams for Customer Service in India and globally. With a multi-faceted portfolio covering all areas of operations, she has overseen over 100 product portfolios across various customer segments, driving strategic initiatives to enhance customer experience and revenue growth.
With 25 years of extensive experience, Sheena has honed her expertise in customer management and B2B operations across various esteemed organizations, including Reliance, Tata, and Birla Group companies – some of the biggest business houses in India. Her rich background encompasses leadership roles in service operations, strategy formulation, and business management, where she has consistently delivered industry benchmarks and steered successful product launches and lifecycle operations.
Sheena’s expertise extends across diverse Enterprise product lines, including Mobility, IoT, Wireline Data & Voice, Cloud, Security, Managed Services, SaaS UCaaS, CCaas, and Colocation. With a reputed customer-centric approach and a track record of delivering results, she has led her teams to achieve sustainable operational excellence that has resulted in industry recognition for her efforts.
As a key leadership member in her various roles, Sheena has also played a pivotal role in shaping the strategic direction of her businesses and driving growth initiatives to meet and exceed revenue targets. Her industry knowledge, and strategic vision position her as a trusted leader in the telecom sector.
Outside work & family, she is a keen follower/commentator of global technology trends and Innovations that are shaping the future of businesses & society. She also shares learnings on gender inclusivity and leadership on various platforms. She is also the author of CX MasterBytes, available on Amazon -
An executive’s guide to understanding and elevating the CX Journey with authentic engagement principles. It also delivers as a Leader’s handbook with sharp insights and clear solutions, while debunking myths.
