Nov 2020 – Mar 2022 · 1 yr 4 mos · Hyderabad, Telangana, India · On-site

• Member of the Leadership Team
• Responsible for strategy and execution of the strategic intent
• Manage Customer Life Cycle to ensure seamless experience
• Focused approach to improve segment wise revenue performance
• Seamless processing of customer application for timely installation of new connection , Shifting and transfers
• Ensure Customer Enquiry, Request and Complaints resolved within agreed SLA's
• Engage with Customer and Stakeholder lead programs to maintain/improve the ARPU of the base
• Retain and Reduce Churn, thereby adding to the Business Net growth
• Drive CSAT ,Feedback Survey, Automation ,process re-engineering & craft digital journeys for seamless experience
• Strong Cross Functional Collaboration and Ring Fence
• Ideate and Launch new processes to increase Efficiencies
• Engage and Collaborate in Programs for  Both Local and National Replications
• Drive Tesms & Partner productivity and performance
• Overall Quality assurance of the team and respective contact centre
• Overall Budget designing , approval and maintain the compliance
• Overall Training and Development of the Team
• Manage and Lead Operational Team across Branches

Nov 2019 – Oct 2020 · 11 mos · On-site

• . Customer Experience Management - NPS /TNPS
• · Customer Life Cycle Onboarding , Retentions & Relations, Collections , UAT & Process
• · Service Operations -  Contact Centre & QRC Management and Digital and Selfhelp care
• · Quality of Service , Call Centre ,Retail Process and  Document Compliance
• · Training Partnering – Contact Centre, Service Group and Retail
• · Partner and Collaborate - Local and National Corporate Projects
• · Work Force management - Direct/Indirect Span of Team (1500+), Circle, Corporate , Contact Centre, Chat , Non Voice Partner and External Body
• · Innovate and Strategize ways to improve Customer Experience – Partner and Initiate programs
• · Transition Management – People, Process and Environment

Sep 2018 – Oct 2019 · 1 yr 1 mo · On-site

• . Customer Experience Management - NPS /TNPS
• · Customer Life Cycle Onboarding , Retentions & Relations, Collections , UAT & Process
• · Service Operations -  Contact Centre & QRC Management and Digital and Selfhelp care
• · Quality of Service , Call Centre , Retail ,Process and  Document Compliance
• · Training Partnering – Contact Centre, Service Group and Retail
• · Partner and Collaborate - Local and National Corporate Projects
• · Work Force management - Direct/Indirect Span of Team (1500+), Circle, Corporate , Contact Centre, Chat , Non Voice Partner and External Body
• · Innovate and Strategize ways to improve Customer Experience – Partner and Initiate programs
• · Transition Management – People, Process and Environment

Apr 2016 – Aug 2018 · 2 yrs 4 mos

•  Customer Experience Management - NPS /TNPS
•  Service Operations - Entire Customer Life Cycle ( Onboarding , Contact Centre , Service Operations ,Compliance,Projects, System Support, Customer Relations , Retentions )
•  Quality of Service , Call Centre , Retail ,Process and Document Compliance
•  Partner and Collaborate - Local and National Corporate Projects
•  Work Force management - Direct/Indirect Span of Team, Circle, Corporate , Partner and External Body
•  Innovate and Strategize ways to improve Customer Experience – Partner and Initiate programs

Jul 2015 – Mar 2016 · 8 mos

•  Customer Experience Management - NPS /TNPS
•  Service Operations - Entire Customer Life Cycle ( Onboarding , Contact Centre , Service Operations ,Compliance,Projects, System Support, Customer Relations , Retwntions )
•  Quality of Service , Call Centre , Retail ,Process and Document Compliance
•  Partner and Collaborate - Local and National Corporate Projects
•  Work Force management - Direct/Indirect Span of Team, Circle, Corporate , Partner and External Body
•  Innovate and Strategize ways to improve Customer Experience – Partner and Initiate programs

Apr 2013 – Mar 2015 · 1 yr 11 mos

• Operations Heads - Customer Service ( Area Bihar and Jharkhand ), Responsible for Zonal CS operations , Retentions and Relations vertical and Outbound Contact Centre

Oct 2010 – Mar 2013 · 2 yrs 5 mos

• Customer Support Group Head ( Bihar and Jharkhand ) Responsible for Activations, Back Office , Quality and Process . Customer journey improvement ,Projects and Compliance

Jun 2009 – Sep 2010 · 1 yr 3 mos

• Heading written communication (Non Voice ) for Corporate and Consumer customer interaction , responsible for CSAT ,Close looping and external audits . Fastrtack complaint cell .
• Project Eco Friendly : Pioneered the entire process of automation , online storage of letter and FAX .Minimising the entire physical handovers of documents

Mar 2008 – May 2009 · 1 yr 2 mos

• Zonal CS head , responsible for entire service operations for south Kolkata including retail P&L ( 75% of the business volume ), pioneer is setting up the entire process , reporting and Funcational structure syncing the business priority

Sep 2007 – Feb 2008 · 5 mos

• Leading the Customer Relations Vertical responsible High Value Customer and all Engagement activities for the premium base,pioneer of setting up the entire modus of relationship , segmentation and approach of contact for the entire postpaid base of Bengal
• +Accorded Highest revenue growth and lowest churn

Sep 2005 – Aug 2007 · 1 yr 11 mos

• Leading the Customer Relations Vertical responsible High Value Customer and all Engagement activities for the premium base

Jan 2004 – Aug 2005 · 1 yr 7 mos

• Responsible for CS projects for east , Part of the National CRM core team , Responsible for roll out various parts of India

Feb 2002 – Jan 2004 · 1 yr 11 mos

• Handled various responsibility as Lead Resolutions, Team Leader Call Centre

Jul 1997 – Jan 2002 · 4 yrs 6 mos · Kolkata, West Bengal, India

• Handled various roles Officer (Call Centre Agent ), Executive at Activation and Billing , Written communication and Complaint resolution