Colms Jose

Advising organizations on CX transformation, CRM strategy, and digital product initiatives while pursuing senior
leadership opportunities in CX, Program Management, and Product Management.

✦ At Vodafone Idea Ltd, I have established a strong project framework.

✦ Vital role in impacting the decision-making process by communicating technology impacts.

➤ KEY HIGHLIGHTS
• Expertise in Conceptualising the “The Best Practice process” for various systems and processes for Customer Administration department.
• Highly Accountable for evaluating new CRM solutions maintaining affable relations with internal/ external customers for profitable business operations.
• Empathetic & Responsible Leader in conducting UAT (User Acceptance Testing), managing CR / Demand life cycle for application changes & always ensuring application’s compliance to TRAI guidelines.
• Successfully Conceptualized end-to-end circle roll-out plan by coordinating with Business Interface and IT & facilitating the cutover and migration
• Distinguished capabilities in directing end-to-end delivery of IT / Business transformation project like standardization of SOPs & SLAs, business process re-engineering, business process for all segments (Post-paid and Enterprise GSM).
• Accomplished mentor in executing change management plan prior, during and after rollout, performing end-to-end testing of production releases & liaising with Corporate Process Team.
• Key role in escalating to stakeholders providing Inputs on data migrations rules and strategy, Data Centre operations, technology planning and direction, business solution delivery and business development.
• Proficient in supervising CAF documentation, inventory management (SIM and Number) & folder management & back-end operations (thru BSCS 6 version)/prepaid in IN platform.
• Enhanced Customer Impact Applications like CRM/Self Service /Online Payment /recharge automations for Post & Prepaid clients.

➤ Specialties: Customer Administration Department| CRM Solutions | CAF Documentation |Technology Planning | TRAI Guidelines| Data Migrations | Business Solution Delivery | Customer Impact Applications | Data Centre Operations|

• Led end-to-end IT program delivery of 50+ projects across 23 regional operations, achieving an 80% on-time
deployment rate and seamless post-launch handovers.
• Spearheaded CRM implementation and digital business process reengineering for Postpaid, Prepaid, and Enterprise
GSM segments, resulting in a 20-30% improvement in customer engagement and operational throughput.
• Directed change management and change request lifecycle from impact analysis through resolution, ensuring minimal
disruption to project milestones.
• Championed Agile delivery as Product Owner: managed product backlogs, defined acceptance criteria, led sprint
planning, and ensured cross-functional collaboration for high-impact deployments.
• Led User Acceptance Testing (UAT) and production readiness testing across multiple systems, enabling smooth
nationwide rollouts with minimal post-launch issues.
• Ensured strict compliance of all applications with TRAI guidelines through regular audits and regulatory adjustments.
• Formulated and executed data migration strategies and data center operations, ensuring zero-loss system transitions.
• Drove strategic business analysis via stakeholder workshops, translating requirements into functional and non
functional specifications for IT execution.
• Managed end-to-end circle roll-out plans coordinating Business Interface and IT teams; facilitated cutover and
migration processes.
• Deployed key telecom features including eSIM (Primary & Secondary), VoWi-Fi, VoLTE, 4G, and 3G services.
• Developed team competencies across 23 circles; managed performance appraisals and succession planning for
Business Analysts, Solution Architects, and Delivery Teams.
• Achieved an 80% reduction in customer waivers (from ₹7.6 Cr to ₹1.5 Cr) by streamlining customer service operations
and enforcing robust process controls, boosting cost optimization.
• Revamped the CRM Open UI, cutting Average Call Handling Time (ACHT) by 30% (70 seconds), increasing Transactional
Net Promoter Score (TNPS) by 25%, and reducing Customer Known Problem Score (CKPS) by 20%.

- SME Lead for CRM transformation project from Business perspective i.e. ownership of the business process re-engineering and aligning requirements to the Business process for all segments viz. Prepaid, Postpaid and Enterprise GSM.

• Executed large-scale CRM Transformation project: migrated Oracle CRM to Siebel CRM with full automation of support
processes, reducing back-office volumes by 60% and Average Call Handling Time (ACHT) by 10% for call centers.
• Improved CRM account creation turnaround time from over 1 hour to under 10 minutes through efficient UI redesign
for agents.
• Accelerated RED Family product fulfilment, reducing customer activation time by over 90% (from 48-72 hours to 10-30
minutes), driving higher adoption, reduced churn, and increased ARPU.
• Partnered in the launch of critical Vodafone applications: ChatBot, My Vodafone App & Website, AMDOCS, POS, EMC,
SMS Automation, USSD, Self-Service Kiosk, and CRM Lite.
• Supervised UAT and implementation of customer-impact applications for post-paid and prepaid clients.
• Received Special Appreciation Award from the Chief Operating Officer, Vodafone India Ltd. (2016).

- SME & Rollout support/lead for transition of the postpaid billing system from BSCS to AMDOCS.

• Delivered a large Post-paid Billing System Transformation Project: full migration from BSCS to AMDOCS billing system
(Project Hercules) across all 23 India circles.
• Rolled out a large-scale Business Transformation Project (Project UNIFY) nationwide, establishing a Central Point of Sale
System and Unified Prepaid System.
• Migrated 140 million prepaid subscribers from legacy systems to a unified new platform without service disruption.
• Received Special Appreciation Award from the Chief Operating Officer, Vodafone India Ltd. (2013).

- Subject matter expert for sales & service for business transformation projects i.e. 1.Introducing a cPOS (Central Point of Sale system), 2. Introduction of a UPSS (Unified Prepaid System).

• Acted as Subject Matter Expert for telecom business processes (Prepaid & Postpaid) for national rollout of Project
UNIFY.
• Orchestrated rollout of key products and telecom features across all circles; liaised with the Corporate Process Team
for information dissemination.
• Delivered comprehensive documentation (BRDs, FRDs, SOPs); partnered with QA for requirement traceability and root
cause analysis.

Skills
CRM, Team Management, VAS, Service Delivery, Processes Transformation, Telecommunications, Vendor Management

• Managed CAF documentation, SIM/number inventory, and back-end post-paid activations via BSCS and prepaid
activations via IN platform.
• Ensured coordination between Customer Care and partner departments; acted as Single Point of Contact (SPOC) for
privileged customers.
• Bagged Special Contribution Award for completing Unify Circle and MNP project

✦ I have gained appreciation from the department for my exemplary dedication in the work.

✦ I have been a professional to refine, define, communicate, and applied standard processes with the best executing practices.

➤ KEY HIGHLIGHTS
• Fundamental role in training team members, setting strategy and monitoring progress towards goals.
• Competent in keeping track of and structuring various tasks, employees and documents.
• Proven record of driving business & revenue along with shaping organizational operations with business vision.
• Exemplary role in maintenance, assurance, technical support and standardization of technical data and documents of the projects.
• Proficient in managing stakeholders/ representatives through effective communication, identifying & resolving the bottlenecks for data analysis, maintaining issue logs and use the same in implementing changes/improvements in the process.

➤ Specialties: Team Management | Strategy Planning| Business Vision | Technical Support | Business Growth | Risk Management | Stakeholder Management| Data Analysis| Documentation|

• Drove process improvements in customer service operations to enhance profitability and customer satisfaction.
• Supported the BPL Mobile to Hutch to Vodafone brand migration, delivering all service elements ahead of schedule.

Skills
Team Management, Call Centers, Telecommunications, Vendor Management

• Led a post-paid customer service team; reduced calls per agent through optimal workload distribution and coaching.
• Managed back-office operations for post-paid and prepaid subscribers; monitored inbound call queues and handled
queries, complaints, and service requests.