Oct 2016 – Feb 2022 · 5 yrs 4 mos · India

Apr 2014 – Sep 2016 · 2 yrs 5 mos · Bengaluru, Karnataka, India

• Store Operations - Customer development, Sales and Profitability
• Operational Excellence
• Category & Merchandise management
• Inspire&Lead Teams for higher level of performance

Jan 2013 – Mar 2014 · 1 yr 2 mos · Bengaluru, Karnataka, India

• Wholesale Store Operations, Profitability
• Category management, Space Planning
• New Customer Acquisition & Development
• Process adherencem, Operational excellence
• Team management

Aug 2009 – Jan 2013 · 3 yrs 5 mos · Bengaluru, Karnataka, India

• Plan implementation of service strategies to deliver differentiated services to customers across India
• Launch/Manage centralized Customer Contact Center
• Engage in formal service reviews e Voice of the customer in the organization
• Develop customer complaint management system
• New Sales Channel Development (Telephone/ WEB)
• Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Aug 2008 – Jul 2009 · 11 mos

• End to end customer Management post Acquisition
• Retention of existing Corporate Subs
• Revenue enhancement – Up selling Value added services.
• Account Relationship Management leading to higher customer satisfaction
• Organizing service Camps in Large corporates

Apr 2007 – Jul 2008 · 1 yr 3 mos

• Driving Postpaid and Prepaid Retention Targets for the Circle
• Define proactive measures to Prevent Churn, Formulate innovative and result oriented Retention Tools to control Churn and ensure implementation of various retention tools across the Circle.
• Analysis of the churned and active subscriber on specific parameters to predict Churn Trends.
• Enhance Revenues by Up-selling of VAS and U&R products through Retail, In house call center, Tele-calling and outbound dialer.
• Ensure cost effective operations of all activities and driving expansion of the retail up-selling base.

Aug 2006 – Dec 2006 · 4 mos

• Driving Revenues through various promotional activities.
• Work closely with the Marketing team in creating and implementing customer campaigns to enhance Usage and Retention.
• Coordination with the communications team to develop innovative and cost effective communication tools.

Jan 2006 – Aug 2006 · 7 mos

• Maintaining HNI (High Net worth Individuals) thru effective customer lifecycle management
• Ensure service differentiation for premium customers and control Customer churn through effective forecasting strategies.
• Enhance Revenue from the Premium Base
• Tie up for periodic loyalty programs to ensure increase in CLTI(Customer Lifetime Index)
• Initiate Customer Engagement Programs and Service camps for corporate groups leveraging the concept of Relationship and Retention.

Apr 2003 – Jan 2006 · 2 yrs 9 mos

• Operational Responsibilities
• Maintain Subscriber base with Special focus on Hi-end Customers . Accountable for Churn control as per Co. guidelines.
• Drive Revocation activity through Outsourced Agency, ensuring revocation
• Hi End Management
• Responsible for Active base of the Hi-end base.
• Monitor the activities of Relationship Managers of high-end customers & resolve any escalated issues in order to ensure customer satisfaction
• Gallery / Franchisee Operations
• Loyalty/Delight activity for Hi-end customers and organize customer contact programs.