Brief Overview :
Over 5 years of experience in Customer accounting & COSD team; with focus on Customer delight, Channel Management, Key Account Management & Team Management. Presently working with NVR & associate Pvt. Ltd., Delhi as process & operation Manager. Demonstrated abilities in Identify process gaps based on detailed RCA on chronic and critical escalations plug the process gaps, re-engineer the process. Proficient in building records of success in Service Delivery & Customer Accounting, essential for generating substantial revenue growth; well versed with service and accounting lifestyles. Track record of enthusiastic leadership and achievement in all former assignments; consistently promoted to positions of increasing responsibility. Self-starting, goal-oriented strategist, highly imaginative with many innovative ideas.
Areas Of Exposure :
Sales & Marketing :
** Formulating competent business strategies to delight different profile customer and ensuring the attainment of set sales and profit targets.
** Analyzing latest marketing trends and tracking competitors’ activities and providing valuable inputs for fine tuning sales & marketing strategies.
** Running the promotional activities & accountable for increasing sales growth and driving sales initiatives in order to achieve business goals.
Business Development :
** Identifying prospective business, establishing strategic partnership and alliances, generating business from the existing accounts and achieving profitability and increased sales growth.
** Exploring potential business avenues to penetrate new accounts and expand existing clientele.
CRM and Key Client Management :
** Mapping client’s requirements and rendering them valuable solutions regarding the products.
** Building and strengthening relationships with key accounts; ensuring high customer satisfaction by providing them with complete product support.
Team Management :
** Leading & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets.
** Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
Jan-2012 to till now
** Handling all backend process for Tata telecom service limited
** Special care on Nodal ,UMR & CAD team
** Responsible for barring & restoration
** Making policy related to work easier
** Handling total manpower & function according to TTSL.
** Daily function analysis & audit MIS which are sent by our different team.
** Provide E2E solution for team & individual
** Responsible for all pungencies
** RCO for any issue related to process & organization
** Handling & ensuring the availability of products & services at retail stores and sufficient floating balance at service provider's level at franchisee level by timely collection of funds
** Addressing customer’s complaints and solving their queries related to billing & other issue.
Employment Scan :
June 2010-Dec 2011
Worked with reliance communication in COSD team & handling customer care & churn team.
Circle SR Management & Operation :
Accountabilities :
** Monitoring & mentoring a cross functional teams of Sales Officers and Operation Officers.
** Interacting with Government departments
Responsible for planning :
** Monitor Service Level’s and measure team performance in order to achieve desired SLA targets as
** Category & territory wise.
** Strategy implementation.
** Handling & ensuring the availability of products & services at retail stores and sufficient floating balance at service provider's level at franchisee level by timely collection of funds.
** Preparing & maintaining MIS.
** Conducting introduction and training for new services
** Maintaining Churn tracker (Voluntary & involuntary)
** Predictive churn rate(Monthly & Weekly)
** MIS for migration pre2post & post2 pre
** Co-ordination for churn process with circle & DAKC
** Maintain data & analysis monthwise to reduce churn percentage
** Supervising a team of 5 people; administrating activities and managing field escalations, escalation management involves coordinating with HQ backend support for speedy and appropriate resolution.
Notable Attainments :
** Profitably completed rollout of retail stores from scratch, strictly as per the given timelines.
** As a Spoc, providing end to end support for Retailer to help launch new products and services from retail
Dec’06-May’10 : – UMR & Dunning Activities (Tata teli service limited)
Accountabilities :
** Accountable for handling & managing :
** Back office operations related to Exposure, Dunning & Collections
** Credit Monitoring on daily basis on all products through reports to control exposures
** Involve in Revenue assurance activities i.e unbilled monitoring , pulse matrix validation, VAS audit
** Maintaining MIS for credit monitoring & Collections
** Handling Dunning Process on daily basis through results of exposure and collection history.
** ** ** ** i.e.
out going barring, long distance barring, temporary suspension & restoration
** Handling the Collection agency helpdesk and resolving the queries Maintaining MIS Dispute/ Query resolution on Case-to-Case basis to customers.
** Process Control & MIS reporting to management on Daily, Weekly & Monthly basis
ESN Cloning :
** Monitoring customer ESN cloning for stop erratic use of voice services.
** Monitoring ESN cloning on daily basis on suspected cell site reports.
** Daily MIS-Cloning Investigation Productivity & Pendency report.
** Daily MIS-E-Process Waivers related to cloning.
** Process Control & MIS reporting to management on Weekly & Monthly basis.
** Ensuring A-key (Authentication Key) Upload on cloning affected numbers as a preventive measure.
** Ensuring the Instrument Change for A-key Failure numbers.
** Preparing MIS for A-Key uploading & Instrument change for Weekly basis.
** Monthly report for overall process includes cloning trend for the month
Job Profile :
Department : Customer Care
** Addressing customer’s complaints and solving their queries related to billing & other issue.
** Extended the customer service by suggesting the better bill plan, add-on pack & handset.
** Forwarding customer’s request for Bill plan changing and VAS Add-on activation to concern dept.
** Retaining Customer from churn to resolve their grievances & offer retention tools as a goodwill gesture.
** Provide information to customers about new products, services and their retail price in the market.
** Communicate with customers for understanding their needs and provide service to them according
to their need.
** Maintain strong customer relations for continuing the standard of company.
Software Knowledge :
** (CRM) Customer Relationship Management
** Ranger Fraud Management System 5.4
** Metasolv Solution 5.2
** Tallyman
** Home Location Register Connector (HLR Switch)
** E-Pos
** B.P.Reports
** Buds (batch dunning uploading)
** Tallyman restoration uploaded
** I-Care
** DSS
** ICCM/RIC
Scholastics :
2005 MBA (HR) from AIM, Delhi.
IT Skills : Well conversant with MS Office and Internet Applications.