Director Marketing and Sales
Ace Rent A Car, Perth
Total years of experience :25 years, 10 Months
1. P& L management
2. Forecasting and Revenue planing.
3. Fleet management, ensuring customer centricity.
4. Utilisation improvements and ensuring productivity of resources.
5. Sales forecasting and cost management.
6. Developing market strategies, data analysis and overall tourism industry research for new outlet roll out.
7. Customer Lifecycle Management.
8. Corporate Sales and Business Development
9. Process Compliance and Re-engineering.
The Company is the African arm of Bharti Airtel providing telecom services in 16 African countries after acquiring the business of Zain Kuwait.
Leading a team of 140 associates and provide telephone services to a client base of 18.5 million across Nigeria.
Exercising full Opex responsibility for a budget of USD 33 million, setting and guiding achievement of annual business plans aligned to Airtel’s corporate goals.
Managing 54 Airtel relationship centres catering to service and relationship management of HNI customers and sales of handsets, SIM cards and recharge vouchers.. Gross sales achievement of $75MN.
Leading Call Centre & BTL communication initiatives to sell nearly $1Mn worth of goods and service.
Developing and implementing effective strategies for retaining corporate customers and managing corporate churn by providing customised and cost-effective solutions including Blackberry and CUG voice and non voice services.
Conducting monthly customer surveys to measure customer loyalty and service experience and benchmarking findings against internal and competition benchmarks. Evolving effective measures to address issues revealed by surveys to ensure customer satisfaction and retention.
Developing and deploying end-to-end lifecycle management strategies to retain corporate, SME and Platinum customers including effective utilisation of the outbound call centre for driving tele-collections and field collections and retention of customers in the active bucket reducing customer churn.
Managing inbound call centre partners to achieve targeted levels in key parameters like CPC, AHT, ICE and QOS.
Ensuring efficient backend operations catering to customer requests like new service activations, payments, deposits and adjustments.
Improving customer facing processes on a continuous basis by training associates on Six Sigma methodologies and guiding Lean Six Sigma and Six Sigma Green Belt projects.
Key Achievements
Successfully transitioned Airtel call centres to strategic partners namely Spanco and Tech Mahindra.
Achieved the rating as the Best Customer Service Company in Nigeria, 2010-11 and 2012-13
Significant Contributions;
Instrumental in increasing the process efficiency and line efficiency to 95%.
Played a stellar role in transferring technology on behalf of Honda India and coordination with other Honda plants in Asia for Training and Development of Human Resources.
Imparted training to Engineers & line associates with regards to new technology, TQM Fundamentals, ISO-9000, ISO-14000 standards & Problem solving using Statistical tools.
Successfully implemented Honda Production System (HPS) working towards implementation of manufacturing concepts of TPS for making loss less shop floor, mistake proofing to avoid inspection, rework & NVA, full work condition and JIT system implementation.
Enhanced the process flow of production line through 5S for work area and with 3R principal (right material at right place & right quantity)
Launched the Quality circles for Shop floor persons to reduce defects & to reduce inspection & NVAs thru Lean Methodology.
Playing a role of a team leader for the Honda Quality Audit Team & implemented the Gauge R&R for reducing operator related defects.
Involved in minimizing 7 deadly waste of manufacturing for enhancing production line efficiency and reduced the cycle time of the production line through continuous time study & Line Balancing Improvement.
Distinction of being promoted as Youngest HOD (Engine Assembly) in the year 1999-2000.
I did my MBA specializing in Operations Management and Lean Sigma process management. I scored second division.
I did my Bachelor Of Engineering from University of Pune, specializing in Production Engineering. I scored second division at 58% marks.