Jan 2019 – Jul 2022 · 3 yrs 6 mos · Bengaluru, Karnataka, India

Feb 2014 – Jan 2019 · 4 yrs 11 mos

Feb 2012 – Jan 2019 · 6 yrs 11 mos

• Customer experience at Inbound center and Outbound center - Managing the inbound call center which caters to approx 70K volumes per day and ensuring customer satisfaction along with DoT compliance. This includes partner management and effective resolution to the customer queries and concerns.
• Complaint Management: Monitor the Baseline complaints scores and identify CTQ’s and drives the relevant metrics for continuous improvement.
• New Product development: Testing of new products to ensure robustness and plus one customer experience under various scenarios.
• Self care : Driving self care utilization through IVR , USSD approach to reduce human dependency and empower customer
• CSMM : Deploy efficient synergies in driving the RCA on the CSMM pain areas thru FMEA and customer history based analysis.
• Communications: A powerful mechanism to appraise consumer for various Products and Services and driving up-selling revenue through tele sales, outbound dialers and SMS.
• Opex Management: Maintaining overall opex for the function by reducing calls, complaints and driving AHT through improving standard deviation.
• Organizing Consumer Forum : Organizing consumer meets at various locations – This is a medium wherein customers and the Management meets come together to frame the KANO model for the organization.
• Leading Innovation: Taking a lead in change culture and creating innovation for process improvement and circle performance enhancement thru Functional Projects
• Knowledge Contribution – Bringing in process change / corrections / innovations which helps in achieving customer satisfaction , key KPI’s and contribute to knowledge sharing which results in National Replication of process.

Jan 2012 – Jan 2012 · 0 mo

May 2009 – Jan 2012 · 2 yrs 8 mos

• Responsible for complaint management for Mobility & Fixed line.

Jan 2007 – Jan 2009 · 2 yrs · Bangalore

• Retention & Collection for Retail Segment - Bangalore and 0-4 months Retention and Collection for Karanataka

Jan 2004 – Jan 2007 · 3 yrs · Bangalore

• Profile included service provisioning for new activation , address verification