Mridul Sharma is an experienced Assistant Manager with over 9 years of experience in call center operations and training at Vodafone Mobile Services Ltd. He possesses excellent communication, leadership, and customer service skills. He has received numerous awards and recognition for his work launching projects, maximizing sales, and completing trainings. His objective is to work for a company with opportunities for growth where his experience can be leveraged for mutual benefit.

1. MRIDUL SHARMA
Asst. Manager – Call Centre Operations
Vodafone Mobile Services Ltd
Email: mridulsharma.in@gmail.com
Aar Kay Villa, House No. 36/B, C/o R.K Sharma,
Sonkuchi, Beharbari, Near NH 37, Lokhra Road
Guwahati – 781029, Assam.
Mobile: +919706818213
To work in an organization that offers scope of growth and a challenging environment in which my
experience could play a major role, resulting in mutual growth.
Bottom Line: Rise with the Organization.
VISION
Only those who can see the invisible can achieve the impossible. I foresee myself working for a company
with a healthy work culture and growth. Where sincerity, dedication and creativity are recognized and given
priority.
PROFESSIONAL STRENGTH
• Possess 9 months of experience as a Call Centre operations manager for Postpaid, TV & m-
pesa desks
• Possess 7.3 Years of experience as a product, process, systems, sales, data & financial
services trainer in Vodafone
• Possess 2.5 Years of experience as a QA in Anjaybee Infotech for its Aircel Process
• Possess excellent team management skills
• Possess in-depth knowledge of the processes and procedures for conducting corporate
trainings
• Possess sound knowledge of data services
• Possess sound oral and written communication skills
• Ability to conduct trainings in an effective and efficient manner
• Quick learner and possess good knowledge of company products and services
• Possess excellent time management and interpersonal skills
• Ability to handle multiple tasks and work under pressure
REWARD & RECOGNITION
• Winner of Prestigious Mega Star Award twice in Vodafone for maximizing sales in retail
through Advanced Sales Training program & for fastest completion of m-pesa 2.0 training
deployment in ANE
• Launched Auto TV on IVR project in ANE
• Topped the Vodafone Amdocs TTT at Pune
• Recognized for being Nationally No.3 on RED deployment in Vodafone
• Successfully launched Darwin V2 at IBCC in Vodafone

2. • Recognition received as Circle Training SPOC for Vodafone m-pesa
• Recognition received for knowledge dissemination through Facebook in Vodafone
• Launched ABCD (Any Body Can do Data) at Retail
• Recognition received from DWL, Head Office, Aircel, Guwahati for creation of Call
Conferencing Module in the year 2007. The Certificate was handed over by Chiranjeeb
Basu, Customer Care Head, North East.
• Winner of prestigious RANK Awards held at the State Level organized by Air India in
collaboration with Singapore Tourism in the year 2004. The Award was handed over by the
Hon’ble Prime Minister of India, Dr.Manmohan Singh at the ITA Cultural Center,
Machkhowa, Guwahati
PROFESSIONAL PROGRESSION
Vodafone Spacetel Ltd
Function : Customer Service
Department: Call Centre Operations
Duration : June 2015 to till date
• Drive the Customer First agenda (Focus on driving customer experience excellence)
• Drive Transaction Net Promoter Score - TNPS
• Reduction in Repeat Calls – Meet 7 day CLI repeat targets as per CS scorecard
• Support through deep analytics on top customer pain-points through CRM data analysis
• Customer interactions analysis, process analytics and Repeat analysis to identify
opportunities to reduce customer propensity to call
• Support robust TNI creation, validation and delivery at frontline
• Support Customer empowerment and Self-help initiatives such as My VF App, USSD, etc.
through necessary promotions through IBCC, while ensuring no CXX dilution
• Meet/exceed Calls per sub targets
• Meet/exceed ACHT targets
• Drive HSW & Diversity at Call Centre
• Drive Right Here Right Now (RHRN) at Postpaid & Prepaid Call Centre
• Drive project GLASS at Call Centre
Vodafone Spacetel Ltd
Function : Customer Service
Department: Training
Duration : March 2008 to May 2015
• Worked across all LOBs as a trainer / facilitator : Retail, OBCC, DHL, Telco IBCC & m-
pesa IBCC
• Effective planning and execution of all new hire induction trainings
• Deployment of data training for all new hired associates / employees
• Deployment of m-pesa training across all functions & frontline
• Deployment of result oriented sales training at retail and flashing timely reports
• Identifying training needs
• Refresher trainings once in every two months at the zonal hubs
• Effective administration of all trainings
• Timely communication of process / product changes to all Functions
• Updation of knowledge management portals
• Product knowledge test administration

3. • Maintenance of training MIS & scorecards
• Retail audits and reporting (need based)
• Conducting tollgate for frontline
• Launch of RHRN (Right Here Right Now) a project to arrest repeats at call centre
.
Anjaybee Infotech Pvt Ltd
Function : Customer Service
Department: Quality
Duration : August 2005 to March 2008
• Monitor & Trouble shoot both the Inbound & Outbound processes.
• Monitor (live/voice logger) calls to ensure quality handling & proper documentation of calls
received by the Inbound CCEs at the call center on a daily basis.
• Mark ZTP ( Zero Tolerance Parameter) for Rude Behaviour / Incomplete / Incorrect
Information / Call Release / Fake FTR / False Commitment / Non Usage of Resources to
Provide Complete Information / Non Maintenance of Confidentiality / Non Adherence to
Call Center Norms of Answering Calls / Usage of Disparaging Comments on Company or
Competitor.
• Give feedback to the CCEs based on the calls monitored.
• Audit check of DTS and MIS.
• Recruitment of eligible candidates who are dynamic, enthusiastic and with strong
communication skills for the post ‘Customer Care Executive’.
• Conduct daily briefings on day-to-day updates for the Supervisors and CCEs.
• Conduct training on soft skills, customer care and product knowledge for the CCEs.
• Arrange meetings with Trainers & Team Leaders for improvement of Service Quality.
PROFESSIONAL QUALIFICATION
• Bachelor of Commerce from Shillong College (North Eastern Hill University
• Diploma in Software Engineering from BDPS, Dhankheti, Shillong..
PERSONAL VITAE
Father’s Name: Mr. R.K Sharma
Date of Birth: 13th May 1981
Sex: Male
Marital Status: Married
Religion: Hinduism
Nationality: Indian
Strengths: Adaptability and Team Player
I hereby declare that the above mentioned information are true, complete and correct to
the best of my knowledge and belief.
Date: April 10, 2016
Place: Guwahati
(Mridul Sharma)