A dynamic & result-oriented professional with over 4 years of experience in the industry. Currently spearheading as Designation with Tata Teleservices Ltd.
Solutions oriented approach with excellent relationship management skills, successfully and consistently delivering the responsibilities of Customer Satisfaction.
Excellent Relationship Management skills, articulate, combine strong business acumen with the ability to conceive profitable and efficient solutions utilizing technology. Industrious, thrives on a challenge while working effectively with all levels of management and the people therein.
Highly analytical & detail oriented in approach with strong ability to adapt and handle risk operating outside comfort zone. Dedicated individual with a reputation for consistently going beyond what is required and using personal high standards to achieve results.
Self motivated professional with creative, vibrant and fresh ideas, positive attitude, high level of energy, perseverance and the ability to perform in stressful and challenging situations.
Well developed communication skills with reputation of unwavering accuracy, credibility and integrity.PROFESSIONAL EXPERIENCE :
Tata Teleservices Ltd.(on rolls of ESSVEE Solution Ltd) since Dec’07Executive :
Coordinating with internal Dept. for any issues and focusing on customer satisfaction and tries to provide the best services which helps in building brand image of the Organization.
Providing the MIS on Daily basis for Value Added Services and for Installation & On monthly basis for providing the report on value added services for the total number of service requests closed.
Generating MIS & reporting on SLA adherence & TATs for various internal processes.
Handling all complaints (PREPAID) from Inbound and Outbound Call Centre & providing Resolution off all complaints regarding Prepaid within TAT.
Handling Non – Voice Complaints and giving resolution & initiating Route Cause analysis for all Prepaid Complaints.
Managing all prepaid issues related to IN and PACS.
Successfully handling Shifting Flow, Migration Flow , Cancellation Flow & Refund Process(pre & post Cancellation)
Analyzing the market, consumer behaviour & business trends while developing the potential customers. Sponsored links :
Plan and conceptualize various strategies to achieve business goals aimed towards the growth in business volumes as well as profitability while analyzing cost effectiveness and competitor’s strategies and proceeding.
Preparing Customer’s Database while regularly updating them regarding various plans and policies of the company that may be profitable for them. This also entails scrutinizing the applicant’s forms and other details to avoid any fraud and loss to the company. Help in underwriting of proposals and compliance of the requirement.
Ensuring better branch operations and providing consistency in delivering service and excelling benchmarked service levels. This also entails ensuring quick policy issuances so that the policies are generated on time that can be profitable for the company & the client.
Performing & managing all the back-office activities of the company to ensure smooth and effective operations while adhering to the company’s and underwriting norms.
Ensuring compliance of IRDA rules & regulations for selling of insurance products.
Directing, guiding, motivating and controlling the Junior Officers while setting performance parameters, deadlines and work delegation for them, this also entailed helping the team members to close sales calls while motivating them on regular basis to encourage their performances.
Providing management reports for acceptability of the product; scope for improvement by inclusion some additional features while generating reports on customer aspirations.Airtel (on roll of Amartech Converges Pvt Ltd) Mar’05 Dec’07 :
Assist ExecutiveEDUCATIONAL CREDENTIALS :
M.B.A – Pursuing Sikkim Manipal University
B.Com – 2008 Kanpur UniversityTECHNICAL SKILLS :Operating System : Windows-98/sXP, Unix,Packages : Microsoft Office 2000/XPWorking knowledge : InternetSoftwares : ECRM. PACS, HLR, BTVL, POS, MINSAT, PPAS & Call Centre ManagementDATE :PLACE :
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