Head- Retail Business
Vodafone
Total years of experience :27 years, 9 Months
Heading Retail Business for India's largest Retail Footprint, managing Sales, Service, P&L, Infra while for over 800 branded retail outlets (across three formats; Urban-Large Format COCO/FOCO, Urban-Semi Urban Mini Stores, and Rural Mini Stores) of Vodafone.
Reliance Communications Limited
Hub Head-Retail Service Operations
(Mumbai, Maharashtra, and Goa)
December 2009 till date
* Managing Retail Service Operations for Wireless customers in Mumbai, Maharashtra and Goa Circles, contributing 26% of RComs's revenue and subscriber base, through more than 200 branded retail outlets (RMS/ Mini RMS/ FoFo/RW) and over 50 third party vendors.
* Managing 1200 RCOM/Associate and third party employees.
* Consistently rated among Top 2 Hubs nationally on Functional KPI score across 11 Hubs.
* Successfully rolled out eRecharge post paid payment process across 40, 000 retailers in MU in May '10, leading to additional source of revenue to retail channel. 11% of cash collection in MU in Dec through eRecharge (Nationally among Top 5)
* Leading the MNP Defend Campaign for Hub through dedicated third party retention agencies, with the highest retention efficiency levels pan India.
General Manager- Retail Service Operations
(Mumbai Circle)
December 2008-December 2009
* Consistent achievement of overall collection target, with Nationally best performance in Bad Debt, Overall Dunning and 30-90 bucket efficiency.
* Successfully brought down involuntary churn from 1.6% in Dec '08 to 0.8% in Mar '10 through consistent improvements in inflows and agency efficiency.
Bharti Airtel Limited
Head-Service Operations
(North Hub)
April 2007-December 2008
* Responsible for lifecycle management of 1, 200, 000 Fixed Line and Broadband customers of Airtel across North Hub (Comprising of Delhi NCR, UP E/W, Raj, Haryana, WB, and Kolkata Circles)
* Consistent achievement of Financial and Customer KPIs. North Hub CSMM (Index of Customer Satisfaction) Score @ break free levels in FY 2007-08 exit performance.
Government of Maharashtra
Assistant Commissioner (Transport)
1996-2006
* Handled Mumbai West region along with 220 staffers including 30 Assistant and Senior Inspectors.
* Recipient of Transport Commissioner's medal for outstanding performance.
Lecturer in Chemical Engineering.
MBA in Finance and Marketing
Chemical Engineering from UDCT Mumbai.