1. Madhu Sharma
Contact Nos.: - 9953004968, 0124 2311457
E-mail: - sharmamadhu13@gmail.com
Current Location: - Gurgaon
Seeking assignments in Client relationship in servicing industry with a growth oriented organization.
Profile
• A result oriented professional with more than 13 years of International exposure in Client relationship
management/ Operations management.
• Expertise in handling a diverse range of operations entailing Merchandise, schemes and promos.
• Proven track record of developing procedures, service standards and operational policies, planning &
implementing effective control measures to reduce running costs of the unit.
• Excellent inter personal, liaison and problem solving skills with the ability to work in multi cultural environment.
• Implementation skills in change management and control, Customer master data maintenance and updation.
Proficient in Handling all back office operations and preparing daily and monthly MIS
• Have displayed a systematic, meticulous, process driven, people centered and result oriented approach in all the
assignments.
• Strong business acumen, customer orientation, communication, motivational, Interpersonal & team building skills
WORK EXPERIENCE:-
1. ExxonMobil Lubricants Pvt. Ltd
Multiple key positions in India Customer Services. Special recognition in year 2014 (Extra Miles within Dual Role)
and in year 2015 (for SAP & CRM implementation)
Core proficiencies:
 Complaint Handling & resolution
 Process development and management
 Customer relationship Management
 Pricing implementation
 Coaching & development
 Team handling
Process Specialist
• Improve operational efficiency and process execution across all geographic teams through the application and
support of global process, MoC processes and tools
• Deploy global processes and provide feedback to Global Process Advisors on ways to improve processes,
controls
and systems initiatives to make processes more efficient and/or compliant with global processes
• Identify local/zone best practices and share with Global Process advisors for Global deployment
• Develop and monitor Zone specific required metrics to ensure CS processes are performing optimally and
develop
corrective action plans where required. Share Zone specific KPIs with Global Advisors for possible Global
deployment
• Provide support to operational teams (SME’s/PUs) as required in identifying, analyzing & resolving execution
issues
• Work with business heads to close audit issues/control concerns as required, participate in self

2. assessments.
• Develop a continuous improvement environment and coach CS operational SMEs/PUs
• Input into new system design and potential system enhancements to implement process improvements or
non
discretionary complex system changes
• Promote the use of key system enablers, driving communication and alignment with global process and with
GBUs
• Independently handled implementation of STRIPES (an ERP based on SAP) in all domains of Customer services.
Customer Master Pricing Professional (CMPP)
• Key interface with customer contact team, sales, business services and Credit/Treasury
• Responsible for setting up, reviewing and maintaining an accurate and up-to-date pricing master
and customer master in ERP and provide guidance to sales force on how to accurately set up
Customer in ERP to ensure customer invoiced correctly.
• Run ERP reports for respective teams and others as needed.
• Knowledgeable on all controls concerning customer master and pricing and for executing these
Controls including RPS screening, data validation, and approval verification.
• Complaint resolutions in a timely manner. Validates data within ERP and update the data accordingly.
• Interface with other functions to identify and accurately capture specific requests that affect the overall customer
set up and encourage them to submit complete documentation for initial set up and changes.
• Interaction with third party vendor and customer contact team for collection of Concessional forms for billing
correctly.
• Carry out all the responsibilities with a high degree of autonomy
Customer Service Dedicated Customer Professional (DCP)
• DCP is the primary face of L&S to the customer and is responsible for coordinating with other functions to ensure
customer issues are worked and communicated back to customer in a timely manner
• Responsible for a portfolio of customers within defined geographic/customer boundaries (Zone, Country Cluster,
Country, Line of Business (LOB), Customer Grouping, etc)
• Work as a closely integrated team with other CS personnel to ensure the CSC’s segregated responsibilities are
transparent to customer
• Role of centralized front line information, knowledgeable in the diverse aspects of their customer segments. Need
to maintain a strong business relationship with assigned customers and/or customer’s purchasing officers
• Responsible for customer order from order receipt through invoicing.
Projects:
CRM & SAP – Jan 2014 to June 2015
Flawless implementation of Customer relationship management tool (CRM) and STRIPES. Put together a team of 8
individual from cross Functional department. Single point of contact for INDIA implementation.
• Single point of contact for CRM implement in India CS
• Responsible to design and put together a pilot team for testing
• Responsible to train India CS users as a power user
Control Advisor - Since 1st July 2015 continued
• Key Interfaces are with Controls Advisors, Africa CS Operations Manager & Nigeria CS Operations Manager
• Develop / coordinate local controls plans / activities
• Key Zone contact for Audit and Controllers departments
• Initiate controls communications, statistics, metrics from CS center to zone
• Encourages a culture of controls awareness and compliance
• Provide advice on business line control questions / issues
• Coordinate preparation of annual Representation Letter and employee Compliance Statements

3. • Coordinate/ lead controls governance committee meetings
• Provide support to business line UIAs
• Implement business line function specific controls initiatives
• Work with Process and Initiatives Advisors to drive global controls and control level convergence in CSC
SSH&E Lead – Jan’2013 to June’2015
• Implement global initiatives and develop safety/training programs
• Plan and schedule safety activities and meetings
• Ensure safety requirements are understood and that employees are in compliance
• Monitor behaviors and provide appropriate safety coaching and support
• Track and compile safety related KPIs/metrics and implement appropriate actions
• Participate in risk assessments
• Report safety incidents within required deadlines
• Represent zone in Global SSH&E Network meetings and other local safety committee meetings
2. Choice Solutions Ltd. is an end-to-end information technology infrastructure and services organization that can
partner with your organization to assure real-time, end-to-end health of your infrastructure, systems, network and
individual applications, i.e. full spectrum of your Information Technology needs.
Worked in Client Relations for Domino’s Pizza, UT Starcom, XL India & Andrew Telecommunications. (23rd
Aug’07
– Sep’2008) and the Key responsibilities were as under:
• Review daily client service performance and service level reports
• Meet clients to discuss quality of service and gather feedback
• Plan and organize activities to meet client requirements and deadlines
• Produce monthly performance, billing and key performance indicator (KPI) reports Including status of work
completed and to be completed
• Work with management team to identify opportunities for improvement, make recommendations for changes
and help implement
• Client relations & Retention management with ensure a team atmosphere and positive employee relations
• Fostered and maintained strong communications and business relations with all Clients
• Execution & support to key accounts. Perform other duties and take on special projects as assigned.
3. Solutions Integrated Marketing Services is South Asia's No. 1 Marketing Services Company. Solutions help global
corporations to rollout and manage customized sales, marketing & customer support programs across the Asia-
Pacific region, at the press of a button.
Worked as a Program Executive / Client Relationship Executive for Intel Corp. & Microsoft Corp. ( Nov’2004- 22nd
Aug’07)
a) Intel Merchandise: - Intel provides substantial Market Development Fund (MDF) to its GIDs. They can utilize
their MDF into Events & thro Merchandise Store items and to maximize the impact and utilization of Intel MDF by
GIDs, SIMS centralize the production
Of Merchandise items & posted on the website. The Key responsibilities were as under:
• Daily check of Orders on Intel Merchandise website & update the same in Claim Master (Excel)
• Timely issue of dispatch list to Warehouse (thro Mail) & update of Stock on Web site & in Claim Master
• Tele call GID’s to inform dispatches & for expiry of funds (Monthly)
• Indicator of Sales achievements for India, Pakistan, Sri Lanka, Bangladesh & Nepal
• Pending claims / EIB verification/ Web branding
• MIS Reporting to Client & Management.
• Vendor Management (Quotes, delivery schedule, vendor SLA) & inventory management
• Commercials like; generating PO, Client Quotes & taking care of provisional expense statement as per the company
margins.

4. b) Microsoft RM program: - It’s a loyalty program and SIMS manages a team of Microsoft RM/ Tele RM
(Outsourced Team) & taking care of their Salaries, claims and other related requirements/ queries.
Key responsibilities:
• Generating inputs of Salary/ Conveyance/incentive & Claims of Regional Managers (RM) & Tele RM
• Sales Report analysis for Client & for RM’s.
• MIS Reporting to Client & Management and responsible for authenticity of Database
• Creation & Maintenance of customer & partner Database
• Vendor Management (Quotes, delivery schedule, vendor SLA)
• Commercials like; generating PO, Client Quotes & taking care of provisional expense statement as per the company
margins.
ACHEIVEMENT:-
Star Team award during July- December 2005 for Intel Merchandise
Star Team award during October- December 2006 for Intel Merchandise
4. Tata Infomedia India Ltd. – August 2002 - 5th
November 2004 : Tata Infomedia, one of India’s leading media
companies, it has a strong market presence - our diverse business areas are spread across Business Directories,
Magazine Publishing, Printing services, and Publishing Outsourcing.
Worked as a Sales Support Executive for Yellow pages & Airtel Helpline and the Key responsibilities were as
under:
• Handled the team of four Tele callers
• MIS Reporting to the Management
• Creation & Maintenance of customer database
• Responsible for authenticity of Database
• Follow up with major customers in case of any queries, if required
IT SKILLS: SAP, CRM, JDE, MS Office, MS Dos, MS Access, Visual basic 0.6, HTML, DHTML, Front Page.
EDUCATION: BA from Delhi University in 2002
PERSONAL DETAILS:-
Date of Birth: 13th
Oct. 1982
Marital Status: Married
Address:1064 / 5/ 5, Patel Nagar, Behind Police Lane, Gurgaon –122001