About

Prashant Sharma is a CX and operations leader with over 14 years of experience in delivering excellent customer experiences and streamlining internal systems. Currently, he serves as the Vice President of CX, Risk, and Payments at Gameskraft, where he is responsible for 360-degree customer experience, risk management, payment experience improvement initiatives/alliances, and product operations. Prashant is passionate about driving continuous improvement in all areas of business operations to enhance revenue and grow profits with multi-pronged strategies. He thrives in fast-paced and ambiguous environments and is always looking for opportunities to innovate and improve. Prior to joining Gameskraft, Prashant served as the Vice President of Customer Success at Dream11, where he created a Center of Excellence around customer experience, designed standard operating processes that work at scale, and identified key opportunities and leverage points in the end-to-end user journey experience to achieve customer satisfaction. He also managed outsourced vendor teams and partnered with external banks/payment gateways to develop and deliver seamless payment experiences. Before that, Prashant worked at Google as the Policy Lead for Customer Relationship & User Experience, where he enforced Google’s advertising policies to keep their networks clean and provide better experiences for users. He also led policy and legal liaising, project managed policy changes and additions, and collaborated with multiple internal cross-functional stakeholders and external industry bodies on policy-related issues and projects. Prashant holds a Post Graduate Certificate in Business Management (PGCBM) from XLRI and a B.Tech in Information & Communication Technology from Dhirubhai Ambani Institute of Information & Communication Technology, Gandhinagar. He also has ISC and ICSE degrees from St. Francis' College, Lucknow, and St. Karen's High School, Patna, respectively. Prashant's tech stack includes mobile, and he is always looking for new ways to leverage technology to improve customer experiences.