Professor & Consultant
Professor & Consultant
Total years of experience :17 years, 7 Months
Took a sabbatical and worked as Professor in Graduate Colleges
Independent freelance Consultant providing consulting to small and medium enterprises in the fields of customer call center services, market research, social media planning, employee training and development.
Comviva (presently Mahindra Comviva) is one of the largest telecom software solutions company in the world with employee strength of 1000+ and annual revenues of USD 100 mn per annum
Responsibilities
• To establish and Lead an International Business Development Process
• To generate sales revenues from new and existing customers
• To provide product training to Sales teams
• To establish marketing and pricing strategies for various products
• To establish a process to timely respond to RFI, RFP and RFQ
• To target global telecom operators and generate sales leads, make Product presentations, follow ups, participate in negotiations, to clousre of deals.
• Domestic and international Travel 50-70% every month
• Annual Target on $1.25mn
Achievements
• Set up Business Development process along with a new team for the SBU and acquired new businesses worth INR 5.85 crores ($1.31mn) from clients in UK, Africa and Bangladesh
• Created product-wise market and pricing strategies for CRM, billing and U&R product lines
• Established the Business Development team of five and acquired new businesses in UK, Africa and Bangladesh
• Made sales and product presentations to global clients and in telecom conferences
• Oversaw design of sales processes, trainings and collaterals for all the products
• Supervised and implemented processes for timely responses to RFI, RFP and RFQ
• Closed the first deal from the European market for the units’ Usage &Revenue enhancement product offering
• Executed enhancements across product lines to deliver improved end user experience
• The role involved 50-70% domestic and International travel every month
RESPONSIBILITIES
• To manage the pan India business, revenue operations and Account management of largest mobile phone company in India - Airtel's Hellotunes (CRBT) and Missed Call Alert business
• To create interventions to enhance revenue, reduce churn, acquire new customer base, Analytics and enhance revenues from the said processes
• To manage the team effectively to generate the said objectives
• To engage and manage Airtel effectively and efficiently
• Domestic travel to multiple geographies
• To be a single point of contact between the organization and the client
• Annual Target INR 480 Crores of top line to the client
ACHIEVEMENTS
• Led a 15 member pan India business operations and engagement team to deliver INR 504 crores ($112mn) of revenues, a 14% increment over the previous years from Caller RingBack Tones and Missed Call Alert services (Comviva/Airtel, 2010-11).
• Headed the operations and account management pan India role for a leading telecom operation
• Guided a fifteen member team in delivering annual VAS revenues of INR 504 crores ($112mn) to the client. Supervised the launch of content business and achieved an annual turnover of $75000 in the first year
• Designed innovative campaigns resulting in 23% incremental gross acquisitions and 40% reduction in churn generating a monthly revenue impact of $500, 000
• The role involved Corporate and multi location client engagement with 50% domestic travel every month
Senior Manager, Account Lead, Jun 2009 - Mar 2010
Manager, Account Lead, Apr 2008 - May 2009
Buongiorno is a global player in the mobile phone digital content and technology space, providing services both on B2B and B2C areas
RESPONSIBILITIES
• To manage and grow the North & West India business, revenue operations and Account managent of Airtels SIM Took Kit VAS process
• To create interventions to enhance revenue, reduce churn, acquire new customer base, Analytics and enhance revenues from the said processes
• To engage and manage Airtel effectively and efficiently
• Domestic travel to multiple geographies
• To be a single point of contact between the organization and the client
• Annual Target as part of Revenue share INR 5 Crore to Buongiorno and Top Line Target to Airtel at INR 25Crores per annum
ACHIEVEMENTS
• Launched India’s first Multi Language SIM Tool Kit services in 9 Indian languages for India’s largest telecom operator, creating an additional annual revenue bucket of INR 45 Lakhs ($100, 000) in the first year
• Supervised the team of five to create a new business line of Value Added Services in SIM Tool Kit space across India and grew revenues from INR 23 Lakhs ($50, 000) per month to INR 10.4 Crores ($2.6mn) per month over a period of two years
• Managed a team of six in delivering annual revenues top line to client of INR120Crores( $31.5mmn), demonstrating month on month revenue growth of 10%
• Created more than 300 subscription and pay per use services on SIM Tool Kit
• Launched India’s first SIM Tool Kit services in 9 Indian languages
• Engaged circle VAS Managers, VAS Heads and content partners at operational level
• Managed the complete product lifecycle starting for conceptualization, design, development to launch and product adoption
• The role involved Corporate and multi location client engagement with 50% domestic travel every month
Idea cellular ltd. is the third largest telecom player in India with 130+ million mobile subscribers. Its part of Aditya Birla group of companies
RESPONSIBILITIES
• To establish a Telesales Call Center and ramp it up to 250 full time employees in one year
• To recruit, train and manage Telesales representatives
• To increase the adoption of various Value Added Services through Telesales process
• To make the Telesales Call Center profitable and self sustaining with an EBIDTA of more than 30%
ACHIEVEMENTS
• Played a leadership role in the setting up of a Telesales Call Center and Retail distribution network for promotion of Value Added Services
• Increased product adoption of subscription and VAS packs including RingBackTones, SMS, Data, Roming, NLD, ILD services by deploying innovative initiatives and media. Achieved 120% of the budgeted revenues for FY ‘06-‘07. Maintained costs at 10% of revenue generated
• Developed an automatic customer sales confirmation tool (USSD) in collaboration with IT team
• Driving segment-wise new product development to propel product adoption & consumption behavior across low, mid & high users. (new & existing base)
• Managed relationships with content partners and other agencies. Established scope of work and contractual terms and direct performance enhancement initiatives
• The role involved 25% domestic travel every month
Global Contact Center, HSBC DPI, Hyderabad, India, Jun 2002 - May 2004
HSBC Bank is a one of the leading International banks with operations in 100+ countries. HSBC Data Processing India Ltd., is a wholly owned SBU of HSBC Bank created to handle it Global Customer Center operations
RESPONSIBILITIES
• To lead a team of customer call center service representatives
• To deliver on the set targets of AHT, Quality, Sales and other parameters
ACHIEVEMENTS
• Led the migration of Business & Telephone Banking and Chip n Pin Cards Process from UK involving training & accreditation of 300 employees
• Independently rolled out Cross Selling Program including Training, Implementation and Monitoring of Sales Performance of 300 customer service representatives leading to an increase in unit level sales from 5% to 18% in three months with an revenue impact of more than GBP 5 million per month
• Coached fifteen member team to high performance on all parameters viz., AHT (191s Vs 210s), Quality (88pts Vs 80pts) and CSS points (350pts Vs 195pts)
• Reduced absenteeism, attrition from high double digits to less than 3%
• Independently rolled out Cross Selling Program including Training, Implementation and Monitoring of Sales Performance that increased unit level sales from 5% to 18% in three months
• Handled product such as CASA, Overdrafts, Personal loans, Mortgages, Credit Cards. Investment products, Business Banking solutions etc
GTL Ltd is a leading IT services provider in India with a turnover of over $1bn per year employing more than 2000 people
RESPONSIBILITIES
• To handle Corporate sales for range of GECSL (later GTL) products to corporate clientele in Hyderabad.
• To meet sales and collection targets
ACHIEVEMENTS
• Successfully handled business relationships with key clients like Agrotech Foods, ITW Signode & Tecumseh etc.
• Achieved 96% of the Sales Targets and 140% of the collection Targets
PLL Sales is a Laboratory equiptment distributor for Hyderabad region.
Handled sales of Laboratory equipment at Universities, Research organisations & Labs, Hospitals and Diagnostic centers,
PLL Sales is a Laboratory equiptment distributor for Hyderabad region.
Handled sales of Laboratory equipment at Universities, Research organisations & Labs, Hospitals and Diagnostic centers,
MBA with major in Marketing and minor in Management control systems and Information systems