Jan 2016 – Present · 10 yrs 4 mos

Jan 2016 – Nov 2025 · 9 yrs 10 mos

• Portfolio: 3000+ enterprise customers. Managed end-to-end customer lifecycle for enterprise accounts; ensured revenue realisation, retention and expansion across wireless and wireline products (ILL, MPLS, SIP, TFN, Mobility).
• Revenue Realisation
• Revenue Retention
• Regulatory compliance
• NPS
• Partner Management

Feb 2015 – Jan 2016 · 11 mos · Gurgaon

• Function Head - Operations Planning & Control (120 agents)
• Job Profile:
• 1. Setting up the function including hiring.
• 2. Develop an execution framework through necessary review mechanisms
• 3. Mentoring & supporting the team by sharing best practices, competition benchmarking, well defined operational processes, measurement and reporting tools
• 4. Defining & enforcing SOPs, guideline, governance model for enhancing efficiency & experience.
• 5. Ensuring all regulatory and compliance conformance
• 6. Defining a seamless communication & Information Cascade Process
• Accomplishments:
• 1. Successfully setting the process
• 2. Ensuring SLAs are met, leading to no penalty from customers
• 3. No attrition from the team during the tenure

Oct 2013 – Aug 2014 · 10 mos

• 1. 600 seater call center, catering to 65k / day volume. Floor is owned by an outsourced partner
• 2. Quality of Service : Responsible for meeting 90/60 QOS parameter.
• 3. Repeat Reduction : Repeat reduction through focused approach on bottom 50% performing associates by aligning them to TLs and QAs. Ensuring effective and interactive briefing, to involve associates actively in the repeat reduction program.
• 4. Capacity Planning : Covering all the critical parameters of capacity planning, like, AHT, attrition, shrinkage and working with partner to design a feasible shift planner achieve QOS
• 5. Customer Satisfaction : Keeping a check on all the compliances matrix, like, documentation, waiver, login time, hold time and other parameters.
• 6. Recruitment & Training : Partner is solely responsible for recruitment. Responsible for sample validation of the batch. Ensuring that the batch is getting trained as per process and certification is being done in a rightful manner. Training team being made responsible for 30-60 days AON associate’s KPIs, like, repeat, documentation.

Aug 2010 – Sep 2013 · 3 yrs 1 mo

• NATIONAL ROLE
• 1. Service recovery profile included reducing complaints received through all modes, voice, non-voice
• 2. Strategically transitioned service recovery profile involving proactive steps to forecast customer impacting reasons and put corrective actions to resolve / minimize the impact.
• 3. Financials : Worked independently on all phases of performance including AOP planning, project/task order management, coordination of resource needs, coordination with corporate resources and management.
• 4. Process Re-engineering : Initiating projects for reducing / eradicating customer impacting issues. Accountable for reducing / eradicating customer impacting issues and quality of deliverables, measurement of client standards, and programs.
• 5. Collaborated cross functionally to design and implement Standard Operating Processes for quality control analysis that minimized audit exposures.
• 6. Partner Management : Credited for successfully leveraging technical and professional skills of partners for effective complaint management
• 7. Customer Satisfaction : Bagged higher customer satisfaction audit scores for Quality Of Resolution (CSMM) conducted by IMRB.

Jun 2009 – Aug 2010 · 1 yr 2 mos

• NATIONAL ROLE
• 1. Retail Experience profile included defining and maintaining service standards at retail outlets (ARCs).
• 2. Successfully managed complex, high-risk operations of retail outlets, viz., service, hotlining, collections, documentation, provisioning and sales.
• 3. Acknowledged for designing strategy to align with “SERVICE @ LOW COST”, through low cost, business model, enabling ROI achievement by reducing expense

Jun 2005 – May 2009 · 3 yrs 11 mos

• 1. Actively involved in ensuring all the outbound / inbound communication to customer to be standardized and engaging customer through various delight activities.
• 2. Proactively managed revenue enhancement by generating alternate streams for the organization.

Jun 2004 – May 2005 · 11 mos

• 1. Oversaw the execution of the resolution of customer’s queries related to Airtel and ensuring KPIs are met.
• 2. Initiated outsourcing of non-voice operations

Jun 2003 – May 2004 · 11 mos · Dehra Dun Area, India

• 1. Worked with retention and creative team for development and execution of integrated marketing campaigns.
• 2. Enabled and supported inside sales team with campaign strategy. Contributed to the annual marketing plan.
• 3. Played a key role in standardized service delivery at Channels of Dehradun zone and efficient bill delivery.