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.
Seasoned professional with 23 years of experience across industries – from computer peripherals & consumer durables, to automobiles to BPOs; the last 18 of which have been in leadership roles. Have held P&L responsibilities for the last 10 years. Span of roles range from Sales & Marketing to Customer Service to Recruitment & Global Project Delivery. Core strengths: Stakeholder management, mobilizing cross functional teams, driving operational efficiencies
Seasoned professional with 23 years of experience across industries – from computer peripherals & consumer durables, to automobiles to BPOs; the last 18 of which have been in leadership roles. Have held P&L responsibilities for the last 10 years. Span of roles range from Sales & Marketing to Customer Service to Recruitment & Global Project Delivery. Core strengths: Stakeholder management, mobilizing cross functional teams, driving operational efficiencies
Are you a customer-centric call centre manager? Do you like solving problems? If yes, please go through the attached JD and share your profile at meenakshi.thakur@merucabs.com
Being in the unsafe internet environment, we have to hold ourselves to a serious attitude when we are surfing any website. However, there are still some times that we have no idea why our computer is infected or how does the infection actually enter the system. Just like ads by Joyic, which we may get without knowing anything. And if there is anything that could fix it or if it is made us rather unpleasant to continue browsing. We may think about removing these ads in a couple of
Are you a customer-centric call centre manager? Do you like solving problems? If yes, please go through the attached JD and share your profile at meenakshi.thakur@merucabs.com
Being in the unsafe internet environment, we have to hold ourselves to a serious attitude when we are surfing any website. However, there are still some times that we have no idea why our computer is infected or how does the infection actually enter the system. Just like ads by Joyic, which we may get without knowing anything. And if there is anything that could fix it or if it is made us rather unpleasant to continue browsing. We may think about removing these ads in a couple of
Uninstall searchz.co – how to remove searchz.coharoNaroum
Browser’s start-up page forwarding to Search-shield.com is certainly due to adware infection. It utilizes unpopular search engine that can be risky on the computer. This unwanted program can override and control start-up page and new tab configuration. Hence, if Search-shield.com is coming out on browser’s home page, it implies that adware already made changes to internet program. Swapping the default search engine is a widespread ploy by adware authors. Only in this method that they can be able to dish up advertisements and generate online revenue. With too many ads showing up and system performance failing, most computer users judged Search-shield.com as some kind of virus infection.
“ I am struggling to remove BING.VC from computer. I tend to want to use Google as default from the start. So I try to set homepage and search engine to be Google.com. But it seems impossible to set it as I always have at the back of my mind that even I successfully change the URL, this site still does not go away. And actually, it just keeps hijacking all the time.”
Remove search.snapdo.com in simple stepsharoNaroum
Why most of us get our computer infected by Search.snapdo.com recently? It is curious that our awareness of internet security seem so much more important than which antivirus software we use. We suppose the reason is that we will be more careless when we have antivirus software installed on computer. However, we do not know all the circumstances that have occasioned infections and so manage to avoid in ourselves what we can avoid by using antivirus software. Then to be away from the same attack of this browser hijacker, let us get some professional helps.
Nowadays, many victims of Yoursearching.com are seeking solutions online. They encounter a lot of problems when using this dubious search tool as their default homepage and search engine. For their problems, this page will give them a corresponding answer & solution.
Shopperz adware is not a new–released advertising program. While the release of this adware used to be a hot issue of last year, now it tends to be popular again. As we reflect on 2014, it is clear that this adware has been an typical advertising threat which has infected by a lot of computers around the world. We comb some computer blogs, pore over computer security forums and enlist the help of related information, professional removal tools and effective removal manual guide to deliver users some of the most professional methods of removing this adware. The associated details are below:
Финансовое поведение россиян. Финансовая подушка безопасности. Защита прав потребителей. Развитие и регулирование рынка. Качество заемщиков. Закон о банкротстве.
Check out what Sound Telecom is all about, the way we do things, and how we can help your company with our telephone answering services, call center solutions, and cloud-based business systems.
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)