Head Client Service : UAE & KSA
Axiom Telecom
Total years of experience :28 years, 5 Months
Leads & guides the Customer Experience team of Axiom Telecom handling the CS operations thru voice and digital media, ensuring highest customer satisfaction, revenue generation thru inbound and outbound sales operations. Develop strategy to ensure leading edge in customer experience. Strategize and establish the new MVNO project for Axiom
Heads Pan India Activation Operations & Onboarding Experience both for the Postpaid and Prepaid managing Documentation Management Partners and Technology so as to achieve Best Activation Experience in the Industry. Handled New Projects like UNIFY and surrounding application from Business and Service Operation Perspective. Technology Management will include Enhancements, Projects and ensure reduction of application issues. This will take care of the projects, Change Requests and application issue pertaining to all functions who use UNIFY including Sales, Marketing, Retail, Customer Service, Credit & Collections and Commercial functions. This also includes DMS Partner Management for better acquisition experience
Head Inbound, Outbound, Premium Segment, M Pesa, Enterprise & SME Contact Centre Operations, Digital, OGM & Web chat: Handled 5 Business Partners of an overall employee size of 1200. Lead AP&T Circle for South Circle Projects on NPS, CPS & Retail Connect and National Project on Customer Experience 3.0
• Designed a high-caliber customer experience of the company’s product and interaction with the company’s team: Heads both Inbound & Outbound Customer Care Operations
• Built up a set of key performance indicators (KPIs), best practices, knowledge base and company business processes that align to a high-caliber customer experience
• Drive key cost efficient projects which can enhance customer experience and revenue for the circle. Developed Key Customer Loyalty Programs which improved retention and reduced churn of customers
• Leads several centralized functional teams focused on providing operational excellence and delightful brand experience for customers. Overseas centralized day today operations of the functions like Service Operations, Customer Interface Experience, Service Marketing, Quality & Training
• Driving the Enterprise level operational performance including service level forecast, project time and budget estimates, expense management and integrity of key metrics that are utilized for executive decisions.
Vertical Heads Reporting: Customer Interface Experience (CIE), Service Operations (SO) & Service Marketing (SM)
• Business: Reduced calls per sub in Post & Pre, repeat calls and ensured the service delivery on the first contact of customer, ACHT Rationalized, Call forecasting accuracy streamlined and improved revenue thru up selling. Managed balance between business imperatives ( EBITA)and customer and employ benefits
• Quality : Ensured High CAST score, External Audit scores: Q&Q Scores, Repeat Interaction kept lowest, ensured tagging accuracy, Ensured FLC on Enquiry Complaints & Requests. Special appreciation on continous achievement of Quality Parameters
• Engagement & Training: Drove the Quality Training & Certification Program, ensured monthly reviews, & participation in Customer engagement program, validated and timely pay out for BP and timely reverts for central report requirements
• Churn Management: Ensured Post paid and Pre paid growth by control on Churn, ensured the retention of HIGH ARPU high tenure customers thru proper CLM, developed strategies to retain and enhance ARPU of existing customers thru U&R. Developed Predictive churn models and Customer loyalty models put in place.
• Enterprise & HNI service relation & Experience: Ensured HNI/IP satisfaction index, relationship initiatives, Customer service Meets like Lets Meet, specified portfolio driven events & tie ups
• Revenue Enhancement: Enhanced Pre to post migrations, Tariff up gradations, Data Service upsell, corporate connection upgradations
• System & Quality : Brought in Tight control on the Q1 Welcome process, handholding and feel good process
• Team Management : Training models developed & executed for team, Developed new CS innovative projects
1. Manager (Customer Service), BPL Mobile Cellular Limited (From Sept 2003)
a. From 01 Nov 2004: Kerala Circle, Cochin
b. 01 Sept 2003 - 31 Sept 2004: Northern Kerala, Calicut
Job Profile
• Strategic profiling of the customers, developing CRM models, and assigning value-based index for customers through credit scores and credit history
• Profile of Club Mobile: High-end CRM through Relationship Managers and managing revenue through retention, and relationship enhancement through cross-selling and upwelling of products: VAS and roaming penetrations
• CRM of Silver/Ordinary customers, managing revenue models
• Active Depletion Management: An inside-outside activity of maintaining a strong active base, which involves revocation and retention drives, collection and issue resolution
• Developing and managing front-end models of customer interaction in galleries and dealer points. Training & Induction
• Maintaining 100% in Systems and Quality in Call Centres and Quick Resolution Team Management
• Improving revenue generation through new acquisition drives of D2R and Win back projects
• CRM of corporate/group connections
Job Profile
1. Building management teams focused on revenue goals and high customer satisfaction levels.
2. Developing marketing strategies for better visibility and driving business prospect through franchisees
3. Track record of driving business operations to profitability in turnaround and high growth situations. Maintaining excellent customer feedback with regular interactive customer sessions and implementing new ideas in the Customer Service Development area.
4. Primarily developing markets for training and software development and executing regional development strategies Initiating customer contacts at the highest level and coordinating.
Job Profile
Represented space marketing division, which includes making presentations, client servicing, structuring new strategies for sales and customer service, in charge of the customer care division and new product launch section. The basic functioning includes direct relations with the customers, product presentations, customer servicing, follow ups, achieving the targets etc.
Executive Certification in Strategic Management
B.Sc. (Physics) from Union Christian College, M.G. University, Kottayam (1993-1995)
M.B.A. (International Management) from Central University of Pondicherry; Gold Medallist in Marketing (81.33%) (1993-1995)