Senior Manager - Products & Capabilities
Vodafone India Limited
مجموع سنوات الخبرة :26 years, 8 أشهر
Reliance Communications Ltd (Nov '02 - Jan '07)
Profile: Projects
♦ Launch & operationally manage CRM (Amdocs Clarify) across the country
♦ Management of ID creation across locations & ensure daily internal fraud checks to ensure that accesses provided are not misused by users
♦ Assessing the need of any new CRM functionality or change/modification of an existing CRM functionality as per the requirement of Customer Care / Field staff and raising necessary business & change requests.
♦ Monitoring & auditing the performance of CRM & ensuring synchronization and data integrity of CRM with all back end applications
♦ Configuring necessary products, tariff plans, interactions & queues in CRM as per the requirement from the business team with regards to new releases or process changes.
♦ Coordination with Technology seniors and unit members (FWT group, Clarify production group) to resolve technology and infrastructure issues for billing, collections and service readiness pan India.
♦ Conduct UAT (User Acceptance Testing) on new functionality/development for the systems impacting customer service delivery - including end to end testing of production releases before operational rollout.
♦ Coordination with the Process Team for information dissemination to the Call Centre, Back Office & Customer Care staff in the field
♦ Troubleshooting queries from users on CRM functionalities, data integrity and taking necessary corrective action in coordination with BSS Operations (Technical Helpdesk)
♦ Responsible for administering, coordination & compilation of Certification test results, analysis and performance tracking across the circles (certification - every fortnight) for Field Staff via LMS
Achievement: ♦ Successful completion of transitioning & consolidation of DSS, SAP, IDC helpdesks as an Integrated Technical Support Desk
♦ Conceptualization & development of LMS (Learning Management System portal) for frontlines as a single window for all communications, business processes, checklists, training, certification, databases, frontline surveys with links to all key business portals and made accessible to the smallest of towns also through connectivity solutions.
♦ Remedy application implementation (incident management tool) - Pan India
♦ Single point coordinator and helpdesk for end-to-end deployment across fully operational WebWorlds (WWs), WebWorld Expresses (WWE), franchisee locations & town office locations - pan India.
♦ International Calling Card (ICC) - technical implementation for 110 cities
♦ Documentation for finalisation of Customer Care SLAs with BSS Operations
♦ Standard Operating Processes (SOP) documented for all helpdesks being transitioned to the Integrated Tech Support Helpdesk (ITS Desk)
♦ Creation of specific modules/documents for Clarify related Technical Problems -used as a guide in the field for 1st level problem resolution
♦ Ensured data mismatch between DSS (Decision Support System) & Clarify was rectified to facilitate correctness in MIS compilation.
Jindal Iron & Steel Co. Ltd (Dec '99 - Nov '02)
Profile: Personal Assistant to Jt. MD & CEO
♦ Management of leave data/HR functions/ensure updated library with relevant reading material
♦ Support to Admin department
♦ Coordination for meetings/ power point presentations
Achievement: ♦ Sole owner for compilation & publication of monthly inspirational newsletter 'Ideas for Action'.
♦ Simplification of filing system
♦ Founding member of 'JOSH' - motivational activities. Motto was to create a friendly environment at the workplace
♦ Assisted in setting up the Archive Department
Colliers Jardine India Property Services Ltd. (Nov '97 - Dec '99)
Profile: Executive Secretary to Senior Manager - Commercial Agency
♦ Laisoning with brokers
♦ Preparation of proposals and invoices & Minutes of Meeting.
Achievement: ♦ Successful management of the commercial property data towards successful lead generation