Madhu Sharma

Key Organization

Modi Xerox

Essar

Hutch

Vodafone

Aircel

Area of Expertise

QMS

Service Benchmarking

Lean Projects

TTQ

Partner Management

LMS

Business KPI Management & Delivery

Madhu Sharma

Madhu is a result oriented Customer & Partner Experienced Management professional with over 18 years of diverse experience in the field of Service Operations, QMS & BPM Operationalization, Training Delivery and BPO Management,

She has been instrumental in institutionalizing Service Assurance function in Aircel & Vodafone. She has worked with the very large team across Indian Geography to drive NPS & Service Business KPI’s. She introduced Vernacular online LMS / TTT /Upskill programs for BPO teams to manage partnership reward & penalty KPI’s. She has led many successful projects to manage Cost, Revenue & NPS in the service sector.

Education & Certifications

  • Lean Six Sigma Black Belt Certified from QAI
  • Certified Next Gen Manager from Harvard
  • Certified Quality Trainer from Aircel Academy
  • Certified BPO Quality Analyst from QAI
  • Masters in Sociology.
  • Postgraduate Diploma in Marketing & Sales Management.
  • Diploma in Electronics Engineering.

Major Projects

  • Customer Experience, Effort & Loyalty Track @ Aircel
  • B2B & B2C Service Benchmarking @ Aircel
  • Institutionalizing NPS @ Vodafone

Interests

  • Adventure sports
  • Fitness & Yoga