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BPO Call Center, Back Office >> Customer Care Executive 
Customer Service Manager Resume Sample, Experience : 15 years

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Name of the Candidate:[Private]
Name of the Post Applied:Customer Service Manager
Job related skills / software:Customer Service, Collections, Credit Operations, Customer Relationship Management and Team Management, Risk Management, Fraud Management & Revenue Assurance.
Category:BPO Call Center, Back Office
Sub Category:Customer Care Executive
Years of Experience:15 years
State:West Bengal
Salary Expected per Month(Rs):Negotiable
Highest Qualification attained:M.B.A. / MBA : Master of Business Administration
Major / Specialization:Marketing
Email Id:[Private]
Are you looking for job now?:No
Can the recruiter contact you?:No
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Resume Format / CV Sample Template / Example / Model :


Objective  :
Seeking career opportunities in Customer Service / Risk Management / Fraud Management & Revenue Assurance with a high growth oriented organization ~

Professional Precis :
A dynamic professional with over 15 years of demonstrated excellence in Customer Service ,Collections, Credit Operations, Customer Relationship Management and Team Management in the Telecom industry.

Expertise at  :
Conceptualizing & implementing recovery strategies in case of payment defaults.
Formulation and implementing the exposure policies to avert risk and revenue leakages and the dunning process / policies and ensure 100% collection from clients.
In-depth knowledge in risk, credit, compliance, client relationship management, etc and skilled in implementing risk policies & managing enterprise wide risks with effective mechanisms for mitigating them.
Deft at appraising credit proposals and scrutinizing relevant documents before sanctioning / disbursing the credit, ensuring compliance with organizational credit policies.
Gained significant expertise in handling Customer Life Cycle Management & Churn Management.
Demonstrated skills in relationship management as well as exceptional communication abilities to cut across the organizational levels and accomplish targets.

Skill Set :
Customer Service Delivery
Fraud Management System
Revenue Assurance
Collection & Retention
Team Management
Process / Policies/ Guidelines Formulation
Risk Management
Customer Relationship Management
Billing Function
Customer Analysis
Agency Training

Employment Scan :
Feb ’12 – April’12 with Tata Communications Ltd (SME),Kolkata as Senior Manager-Customer Service
(formerly known as VSNL and deals with Data business only like Broadband, Internet Lease Line, Wifi)

Accountabilities  :
Leading a team of Order Management , Collection & Retention .
Handling Customer Relationship Management for products like Broadband, Internet lease line .
Generate new business from the existing client and up-gradation of bandwidth. ( Target oriented)
Achieving monthly target of VAS Revenue Enhancement thru up-selling
Drive soft collection of BB & ILL and handling collection Agency to achieve 100% Collection.
Initiate Retention activities thru Telecalling and field Visit and ensure CSAT and minimize churn
Equipment Recovery from disconnected /churned subscriber
Ensuring all Service Assurance parameters are met like Customer Complaint Index/Calls Per Customer

Dec’05Jan’12  :with Aircel Cellular Limited, Kolkata as ManagerCustomer Service (Credit Control, Fraud Management, Revenue Assurance, Collection, & Retention)
Accountabilities  :
Controlling Credit Operations, Fraud Management & MIS of Eastern India namely Kolkata & West Bengal.
Leading a team of credit control, fraud management & MIS Executives at Kolkata.
Designing business rules for prepaid alarm generation & identifying revenue leakage area.
Monitoring postpaid / prepaid subscribers and detecting fraud and balance decrement and forfeiture for prepaid customers.
Documenting Sales & Distribution of Prepaid and daily Business MIS from Ericsson Prepaid Billing (IN) MIS.
Conducting the Bad Debt Management Analysis and reporting to Management
Ensuring quality sales acquisition through proper address and credit verification
Conducting Service Assurance Audit on all Customer Experience parameters.
Driving the Collection portfolio (soft and hard) to achieve 102% of target.
Excellent on-boarding experience to customers through Welcome visit /call/letters
Calculated Risk for the growth of the postpaid business & Revenue
Logical conclusion for any customer requirement & protecting the interest of the organization
Farming concept implementation to augment overall profitability of the region.
Assuring growth of business through going extra mile of service to customers
Managing Bucket wise collection to reduce Ageing of Outstanding from Customers
Revision of Credit Limits for Subscribers & Dunning compliances to be imposed ( value & time based)
Managing Bill delivery /Printing / E-Bill /Duplicate Bill / itemized bill of Customers
Controlling different payment mechanism of customers like ECS/SI/Credit Card /Cheque/Cash
Reconciliation of Payments, Bank Deposit, Money receipts to prevent revenue leakage if any.
Handling multiple collection & verification agency and decision on payouts.
Preparing subscriber number required for COAI reporting, the Zero Usage Subscribers list and Analysis and the Prepaid Customer Analysis for New Acquisition, Recharge, Churn, Usage, etc.
Resolution of customer complaints related to incorrect charging, network, collection & sales.
Supervising process as per the guidelines.
Conducting User Acceptance Test for all reports generated from Billing system and providing go ahead to IT if the same is acceptable as per business requirement
Looking after the life cycle management of prepaid/postpaid subscriber-usage & retention activity by providing promotional offers to customers and enhancing Revenue of subscriber.

Highlights  :
Achieved to minimize bad debts and ensured 102% collection and keep customer fraud at zero level.
Tracked incremental Exposure or revenue loss and successfully reduced fraud at zero level.
Deftly implemented fraud management system for Eastern and Northern India.
Instrumental in streamlining the system related reports, after data migration in prepaid billing system (Ericsson) of 5 Million Subscriber base from PPAS to CS3.
Prepared daily prepaid operational reports of 8 states and conducted revenue & product analysis.
Designed idea of survey by a third party like ORG-MARG to gauge Customer Satisfaction level.
Awarded Certificate of Appreciation for ensuring on-boarding of quality Sales & restricting Bad Debt.
Received the certificate of merit for knowledge of excellent 3G technology.
Maintained a continuous C-SAT score of 99% in the last 3 Quarters.

Aug’05Nov’05  :with Reliance Telecom Limited, Bhopal as Deputy Manager – Customer Service (Credit Control, Fraud Management, Collection & Retention)
Accountabilities  :
Generated daily alert for subscriber who has crossed credit limit.
Monitored strictly on daily basis the usage of all the customers for Bhopal and take action basis outstanding and handled overall credit control, collection & billing function of Bhopal & upcountry.
Imposed call restriction and disconnection of mobile phones for customers who are above credit limit and eligible for credit control action due to outstanding bills.
Audited the proof of identity and proof of address rendered by customer at the time of connection and verified the customer’s payment record for providing higher services viz.

ISD, roaming, etc.

Highlights  :
Achieved 100% collection from corporate customers every month.
Marked a significant reduction in the bill related complaints of customers to about zero level.

Mar’04-Jul’05  :with Hutchison Telecom Limited, Kolkata as Assistant Manager-(Credit Control, Fraud Management & Collection)
Accountabilities  :
Monitored the customers usage having International Roaming, ISD, National Roaming, STD and taking appropriate action, who have exceeded threshold limit
Reviewed dynamic credit limits based on AON, paying and usage pattern.
Analyzed the customer profile and reviewed the credit limit and segment (up / down-grade).
Taking credit control action like suspension, barring for customers with alarming usage.
Monitoring high usage of customers through Fraud Management System (FMS) and generated daily alert for customers and coordinating with collection team for payment.
Worked with collection team for collection follow-up of Corporate Customers.
Handling Soft bucket Collection end ensure minimum flow of customer outstanding to next level
Ensured customers credit rating basis the on payment over a period of time and supervised the outbound calling agency used for calling to customers exceeding credit limit.
Handling Higher Revenue Contributing Customers in terms of risk assessment & also ensuring CSAT score.
Analyzed AV / CV negative cases of customers and taking necessary action.
Interacted with the High Risk Customers and arrange for collection.

Highlights  :
Successfully maintained the customer fraud level at zero level.
Detected the fraud customers and minimized fraudulent customers at zero level and marked a significant reduction in the customers’ outstanding.

Preceding Assignments :
May’98Mar’04 with Reliance Telecom Limited, Siliguri & Durgapur as Assistant Manager-Customer Service (Credit Control, Billing & Activation and Collection)
Nov’96-Apr’98 with Modi Xerox Limited, Kolkata as Customer Service Executive
May’96-Nov’96 with EDP Corporation, Kolkata as Customer Support Executive

Professional Trainings Attended :
Customer Delight Workshop at Reliance Telecom Limited conducted by Prof. M.L. Agarwal of XLRI, Jamshedpur in Darjeeling.
Training on Telecom Billing & Information Technology at Reliance Telecom Limited conducted by Siemens Information Systems Limited, Kolkata.
Customer Care Workshop at Reliance Telecom Limited conducted by Upgrade Management Services (Delhi)
Team Building Workshop at Hutchison Telecom Limited in Kolkata.
Training on Fraud Management System at Hutchison Telecom Limited & Aircel Cellular Limited, Kolkata.
Workshop on Prepaid Billing System of Ericsson (IN System) at Kolkata-NOC for 8 Circles of East & North

Academia :
MBA (Marketing) from Sikkim Manipal University, Kolkata with 70% marks. in 2010
Diploma in Computer Programming & Application from Tata Unisys Limited, Kolkata in 1996.
B.Com. (Hons) from Kolkata University, Kolkata in1996.

IT Purview :
Windows 98, MS Office 97, DOS, UNIX, Lotus Notes, Tally, SAP, AutoCAD & ACL.
Installation of Windows, MS office, Antivirus Software in individual Computers & handling all sorts of software related activities including server backup in Dat Cartridge and System Administration of LAN of more than 25 computers.

Date  :
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