Haryana Regin- Delhi As a Deputy Manager I was heading the Quality function at Vodafone Haryana,responsible of driving quality &

identifying sales and revenue leakages across all customer touch points (primarily at Vodafone Retail outlets, Call Centre, Training and back office.). I was also responsible of leading National and Circle level projects for enhancing revenues and sales. My Profile included: o Implementation of Audit processes across all verticals of customer service. o Auditing and analyzing process gaps in order to enhance sales. o Working on Key Business KPI of driving Cost optimization and increasing sales at Retail touch points. o Managing Retailers and Dealers delight o Managing Service partner relations o Owning Customer Delight o Measurement of new and existing process o Process improvement projects o Managing External Audit Agencies Apart from this I was part of National Core group in framing Quality legends and worked on Key projects like: Improvement in Customer Satisfaction index, Reduction on waste at Retail group, Revenue Enhancement from Retail and Contact Centre. Reduction in Repeat Calls at Call centre, ACHT reduction, Reduction in Blank calls and Improvement in Customer Satisfaction scores. UP West Circle - Delhi As a part of Quality function at Vodafone UP -West, I was responsible of driving quality across all customer touch points (primarily at Vodafone Retail outlets, Call Centre, Training and back office.) My Profile included: o Framing and Deployment of New Process - Standardization & measurement of processes across touch points o Process improvement, End to End process Audit o Managing External Audit Agencies o Handling Service partner relationship, conducting Reviews o Measuring and Enhancing Customer Delight o Imparting Training to leadership team

Presently heading the Quality function at Aircel Business Solution as a Manager reporting to Head of Business. Having deployed Quality Management System ISO 9001-2008 I am now further on responsible of performing

tasks of Creating, Deploying and auditing various Policies and Process across all verticals/departments in all locations at ABS. Job profile includes: o Setting up Quality Management System for Enterprise Business. o Schedule, conduct and organize audits of full complexity for conformity with policies and procedures of company. o Check audit reports and work papers created by team of Internal Auditors. o Organization Management Review meetings at planned interval as per agreed calendar. o Providing Support and Guidance to regional and corporate functions on key business issues. o Imparting training to new auditors. o Generate management reports as demanded by the audit manager.

Quality (Internal Audits): Handling team of Quality executives, who in turn are responsible for doing Voice and Non voice audits for the transactions handled by associates. o Implementation of New Process & Improvement on existing process. o Providing Feedbacks to Vertical heads on area of improvement highlighted through internal audits. Trainings: o Identification of trainings needs of various processes through Audit findings and feedbacks. o Imparting trainings with regards to Quality and CSMM., taking Quality & CSMM Inductions for New Hires. CSMM-ISO: o Analysis of customer feedback for better understanding of market expectations and thus highlighting the actionable areas. o Responsible for co-ordination and measurement of effectiveness of CSMM Actionable across all processes. o Documenting Planning and Conducting Internal Audits for all departments on lines of ISO

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