Jul 2020 – Nov 2022 · 2 yrs 4 mos

Sep 2018 – Jun 2020 · 1 yr 9 mos

Jul 2016 – Aug 2018 · 2 yrs 1 mo

• Ensuring that all escalation mails are allotted and reverted within timelines. First Time Resolution is given to customers to meet required levels of CSAT / TNPS
• Timely resolution and process adherence. Periodical dashboards highlighting customer pain points to improve CXX.
• Trends to be monitored. Escalations to be analyzed source wise, issue wise and customer type wise to drive meaningful and actionable insights.
• Initiate process corrections with help of process team to address the process gaps and improvement areas to eliminate the root cause of the issues.
• Educating circles to correct processes and provide resolution at customer touch points like call center, retail outlets and written communication channels to reduce escalations

Jun 2013 – Jun 2016 · 3 yrs

• Responsible for customer value management, retention and revenue enhancement
•  Responsible for Multiple Sims (Self + Family) account management, Circle of Influence
•  Events and Engagement to add pride and excitement with Vodafone
•  Span of control 1:8 Relationship Managers
•  Proactive Strategy with marketing and VBS
•  Team Management and Development
•  Drive Revenue Contribution of the base (Core +Extended base)
•  Churn targets as per operational goals
•  Revenue enhancement as per operational goals
•  Best Fit pack penetration, promote cross sell and Enterprise Solutioning. (Broadband and PRI lines)
•  Control customer escalations to senior management, social media etc.

Nov 2010 – Jun 2013 · 2 yrs 7 mos

• Accountable for service of 750 very high value post-paid customers\high net worth individuals.(celebs\socialites\politicians)
•  Also responsible for Multiple Sims (Self + Family) management
•  Responsible for enhancing experience, loyalty through proactive and scheduled engagement
•  Ensure that High Value customers are serviced & ring fenced
•  Target Nil Churn to competition
•  Online grievance management from the assigned base
•  Proactive steps for Superior Servicing
•  Focus on revenue enhancement and penetration of High End VAS/IROAM
•  Participate in Various Customer Engagement Activities to enhance stickiness of the base.

Feb 2008 – Oct 2010 · 2 yrs 8 mos

• Conducting Soft skills training and process training for new hire batches hired for Vodafone Stores.
•  Auditing executives at the Stores during live interactions and providing feedback for the same.
•  Ensuring feedback from the trainees is shared and incorporated by the stores.
•  Ensuring all Quality parameters are met by all executives in training.
•  Executing and maintaining all standards of grooming to be followed by every batch.
•  Creating and maintaining MIS for the training batches.
•  Budding new trainers and facilitating their induction in the team.
•  Back up for content- Sending important briefing to all with reiteration on important points.
•  Updating Vodafone help (now V search) with information on new products and ensuring it is updated in time and is completely updated at all times.
•  Assisting cross functional teams with verbiages on EDM related to important communication.
•  Preparing modules as per training requirement.

Oct 2006 – Feb 2008 · 1 yr 4 mos

•  Attending calls during the shift and meeting the Key Result Areas (KRA parameters).
•  Coaching the new team members within the team.
•  Maintaining SLA parameters i.e. Quality, Staff Time and AHT.