1. Sunil Kumar Sharma Mobile: 09818581180  E-Mail: sunil4.sha@gmail.com
Seeking assignments in Operations Management / Collection & Retention / Service Delivery Management /
Quality Assurance with a leading organisation
15 years of experience in:
- Project Management - Operations Management - Vendor Management
- Process Transitions - Transition Management - Team Management
- Quality Assurance & Auditing - Customer Complaint Management
A result-oriented leader with expertise in devising strategies aimed at enhancing overall organisational growth, sustained
profitability of operations and improved business performance. A corporate professional with 15 years of cumulative
experience in Customer Life Cycle Management (Collection & Retention Corporate Customers), Customer Service, Back
Office Operations in Telecom industry. Skilled at performing due diligence on daily tasks, data analysis, report
standardization, manpower planning across the locations. A team player with Effective Communication and People
Management skills.
CORE COMPETENCIES
Project Management:
 Planning project activities viz., scoping, estimation, tracking, support, change & delivery management.
 Implementing project plans within preset budgets and deadlines Mapping business requirements and providing
them best solutions involving evaluation and defining scope of project and finalization of project requirements.
 Defining best practices for project support and documentation. Conducting detailed health check review for
projects on a weekly manner.
Operations Management:
 Defining service standards and guidelines that serve as benchmark for excellent service delivery; framing work
direction and plan for the MS partners & cross functional teams after thorough assessment of their capabilities.
 Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) targets. Overseeing task related
to data collection, compile metrics, analysis and process improvements.
 Administering the process improvement of Quality on certain parameters for increasing the quality standards and
reducing critical errors by calibrating with the MS partners, CSD teams and Quality Auditors.
Vendor Management:
 Building and maintaining healthy business relations with MS partners, ensuring customer satisfaction by
achieving delivery & service quality norms.
 Supervising customer service operations for rendering and achieving quality services; facilitating first line
customer support by answering queries & resolving issues within TAT.
Team Management:
 Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation.
 Recruiting teams and determining training needs of employees to enhance their operational efficiency leading to
increased productivity.
Organisational Scan
Sep’13 QFS Consultancy Pvt Ltd. as Operation Head – Customer Life Cycle Management – (Airtel & IDEA)
 Head of Customer Life Cycle Management process for Airtel (Delhi, UPE & UPW) & IDEA
 Ensuring to meet the organization revenue target.
 Developing Business Plan to generate more revenue for the company through Sales.
 Handling a team of 250(+) relationship managers & back-end support for across verticals.
 Accountable for maintaining a healthy portfolio and managing recoveries/ collections and taking legal steps
against s delinquent accounts
 Conducting data analysis based on portfolios and basis cost of Collections for optimal decision-making and
determining the strategy of the region
 Achievement of Collection targets & increase B2B performance by minimizing overdue outstanding.
 Analysis and monitoring of over dues, bounced payments and reconciliation of collection on day-to-day basis.
 Creation and management of database of subscribers on the basis of traits (Individual, Corporate, VIP
Connection), Payments (zero paid, Irregular, regular paid) & usages (normal, moderate, high Users) for zone.
 Setting Collection targets to achieve the operational goals. The portfolio targets were drilled down to targets at
team level & Associate level to get in more focus & motivation.
 Productivity was major driving factor in achieving results. Effectively managing the feild by monitoring real time
statistics like Roistering, Leave planning, accounts penetration and customer contact %.
 Though the core job is collections on delinquent accounts but the major focus is on Customer Service by
addressing Customer Concerns & proactively building Customer Relationships.
 Regular interaction with Client/Customer for performance review, discussion on future action plans. Evaluating

2. the VOC (Voice of Customer), Customer feedback.
Sep’11- Jul’13 Bharti Airtel Ltd. as Assistant Manager – Network Support Group (Customer Delight Team)
 Lead Project on Life-cycle management of Network Complaints for Airtel (Pan India) – Voice complaints , Data
complaints & Value added services complaints ( e.g. caller tunes , sms etc)
 Analyzed project risks and developed mitigation plan with project team and Documentation of all business
requirements for all projects
 Led cross functional projects to reduce customer complaints by creating IT platforms and process reengineering.
 Identified business opportunities (DATA dynamics, cost reductions, complaints reduction) in the customer’s
environment.
 Accountable for managing deliverables of Customer Complaint KPIs for Airtel Network Support Group (NSG) and
visual tracking controls /dashboards
 Responsible for 3rd Party performance – Ericson & NSN- multiple Projects on improving Customer Experience.
 Ensuring timely submission of Project by 3rd Party and working on Data insights to correlate the findings with
CSI
 Audits & designing & implementation of quality program - ensure achievement of quality objectives & customer
experience & Managed SLA & Customer contract profitability.
 CSMM - CRA/CTA (Customer satisfaction) – Driving customer satisfaction KPI’s.
 Team Member of successfully completed Inter-departmental Projects & Programmes:
o Best Customer Network Experience Project for reducing Data, Coverage & Connectivity Complaints
o Project ECE - Platinum Complaints Reduction & SLA Improvement
o Repeater Life Cycle Management - CFT programme with CSD, Network Planning & Finance
o Enhancing International Roaming Experience - CFT programme with CSD
o Network Churn Reduction : Reduction in Churn due to Network issues
o Project DETOX for reduction of Invalid Complaints
o CAP – Customer awareness programme on Engagement with Customers via Social Media
Jun’10-Sep’11: Bharti Airtel Ltd., Delhi as Assistant Manager (Service Recovery)
 Complaint Management Coordinator for critical processes such as Billing, Provisioning, Network, and Churn.
 Critical Process Transition (Billing, Provisioning, Service Related, Sales etc.) from Local Vendors to National
Partners without any impact on QOS ,SLA and quality of Resolution.
 TRAI Billing Quality of service management - reporting of QOS data to TRAI followed by auctioning and TRAI
Audit.
 100% compliance score for Delhi Circle in QOS (TRAI - Billing Metering Credibility & Complaint resolution
parameters),
 Enhancing Customer Satisfaction using processes, application and Quality tools, TRAI & DOT Guidelines.
 Proactive Complaint Management – “from Cure to Prevention”, cleanup of identified base of mass impact.
Awards
 Certification of Excellence “Gold Award” for CPC reduction in 2009.
 Certification of Excellence “Silver Award” for CPC reduction through pro-active Complaint Management in 2010.
 Certification of Excellence “Gold Award” for Network complaints reduction in 2011.
Jan’05-Jun’10: Bharti Airtel Ltd, Delhi as Service Recovery Process Owner
 Identification & Resolution of gaps, which occur in the billing / waivers / provisioning processes through
Customer complaints with proper, follow ups with cross functional teams like Marketing / Revenue Assurance / IT
/ Regulatory.
 Resolution of High Priority cases aimed towards immediate resolution and customer satisfaction.
 Dashboards: Releasing defined dashboards at predefined frequency as per Complaint Management.
Training Undergone
 Yellow Belt - SIX Sigma Tools.
 Airtel Analytics Champions Workshop
 Managing Partner for WIN WIN
 Workshop on Structured Problem Solving & Decision Making Skills
 Achievement & Motivation
Personal Dossier
Education Qualification : Bachelor in English (Hons.)
Date of Birth : 22nd
June 1980
Linguistic Abilities : English, Hindi