• Tested survey on the basis of the logic’s set by client before sending in field for hard launch• Documented the identified errors and suggested client before sending in field for hard launch• Responsible for reevaluating & checking whether the suggested errors are resolved or not by programmer • Developed presentation as provided by client within timelines• Conducted audit of data populated in presentation prepared by the team members

• Managed escalations on Vodafone Care/Nodal & Appellate authority through e-mails sent by senior management & customers, complaints, requests & mails containing queries• Regularly performed Root Cause Analysis of complaints repeatedly at Vodafone Care/Nodal & Appellate authority• Served as a DND SPOC for Haryana Circle• Resolved complaints, escalated the same to National Consumer Helpline, DOT Portal & Online Grievance Management • Addressed network & switch related complaints tagged in CRM

• Oversaw Day+ 1 & Complaint Reduction Audit to control over the errors & repeat complaints• Helped team members for resolving complaints & requests related to entire Prepaid/VAS & Postpaid• Monitored the implementation & modification of the process of prepaid requests/complaints for better resolution• Interacted with IN Team (Intelligent network) for resolving balance & validity disputes of Customers within TAT• Coordinated with the Vendors to resolve complaints related• Prepared daily MIS of Compliant Reduction Audit• Managed Prepaid VAS & its charging like Caller Tunes, GPRS, SMS, Voice Mail and other services• Handled the quality resolution of network complaint closure within defined national TAT• Coordinated with Service Partners for quality & quick resolution; improving performance of service partners and streamlined process by sharing a feedback on how to give better quality resolution of the system and by imparting training to spread system knowledge• Addressed & resolved 100% call back on every complaint before closure

• Functioned as a part of Training & Quality Team• Imparted the Induction & Refresher Training on monthly basis• Carried out dialog audits of Vodafone stores; conducted test of front liners on fortnightly basis• Responsible for updating Vodafone help & Easy TAG - information tool for front liners• Submitted updates related to new launches & changes in existing products & services to all front liners• Developed all the reports related to Training and Quality and sends the same to corporate office with in Timeline• Conducted audit of promotional messages pushed to the customers via SMSC

As Process Trainer - Vodafone Haryana• Carried out Induction & Refresher Training; developed & updated training & product related presentations from time-to-time• Generated the training MIS & KYTB reports on timeHighlights: • Successfully received Certification Percentage of more than 95% several times for assisting trainees in efficiently clearing the exam • Bagged Corporate Trainer Certificate by Redwood Edge Corporate Training Consultants in a “Train The Trainer” training session organized by Vodafone

• Attended queries/requests/complaints related to Vodafone Products• Responsible for escalating the exceptional cases to reduce the count of impacted customer’s• Ensured the maintenance of quality as per the standard’s guided by corporate• Developed MIS of the team members performance• Accountable for mentoring the New Joinees & Junior employees and imparted training for better performance Achievements:• Bagged “The Best in Product Knowledge Award” in the monthly review for the month of Jan and Oct in 2005• Significantly scored 100% several times in:o Internal & external calls audit vendor – Indica as per the quality standards of Vodafone Corporateo Customer satisfaction level during C-SAT Survey• Played a vital role in securing 100% in the Indica Call Audit and R & R for at least 3-4 months continuously in 2005

Taking care of Market orders.Make sure that all the shops covered as per the beat plan.Shuffling of stock to avoid/minimize replacement.Helping dealers to achieve the monthly target.Ensure all the booked orders get delivered on time.