Area of Expertise
Business KPI Management & Delivery
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.
- Customer Experience, Effort & Loyalty Track @ Aircel
- B2B & B2C Service Benchmarking @ Aircel
- Institutionalizing NPS @ Vodafone
- Adventure sports
- Fitness & Yoga