Manager
Vodafone India Limited
Total years of experience :13 years, 8 Months
In charge of a particular area in Mumbai managing retail stores. This involves day to day operations, incremental sales and managing customer expectations.
Customer Service Manager Operations Jan 11 to Mar 13, Mumbai
•Responsible in developing strategies based on MIS reports to improve service levels/parameters, productivity per employee, resolve consumer complaints & streamline the process of document management for Mumbai circle.
•Ensure the various audits both Internal and External are carried out smoothly on process, quality and document compliance.
•Drawing out various process guidelines & bringing about process change to enhance service standards. (Service, Sales & Complaints)
•Streamlined process based on consumer complaint data leading to reduction in customer complaints & cost thereby enhancing service levels.
•Focused on retention activities/process as per company standards.
•Involved in Project, UAT and roll out on the NPS(Net Promoter Score) in Retail (Voice of customer) & enhancing processes based on customer feedback.
•Instrumental in ensuring month on month collection of 12.8 Mil through Retail outlets for 11-12
•Responsible in enhancing & achieving customer satisfaction targets at all Vodafone Retail touch points.
•Coordination with the circle CS teams in taking actions based on audits and developing incremental content for training programs for the department through our various interventions of Customer NPS and Retention Councils.
•Handled escalations from Ceo’s/Corporate office & Ops team, for any kind of service related issues.
• Responsible in conducting various consumer engagement & corporate social activities. E.g. Celebrations on festival days, data camps, kids coloring fair, Star CGI offer, Movie premiers, women employee store, special product launches, etc.
•Responsible in cost optimization on manpower and ensuring that all stores are EBITDA profit - 33 stores have EBITDA profit of more than 33%
•Brought about focus on premium number sales as a profitable segment, with promotions during festive occasions resulting in 15% contribution from this category at zero costs.
•Ideated and executed the SWIFT (Simple, Warm, Incredibly Knowledgeable, Friendly, Togetherness) program of service excellence across all stores towards enhanced customer experience and loyalty.
•Organized employee connect with corporate social responsibility project of adopting old age home with contributions and man-hours.
•Managed vendor partners to resolve front end errors, consumer complaints & service customers.
•Focused on productivity and customer service, ensured ‘First Time Right’ for all front-line personnel, a process to serve complete and correct information each time.
•Coordinated with IT division for consistent service enhancements such as roll out of video chat service in ATMs, CPOS (customer based application) with smoothing of teething issues and response-feedback mechanism.
•Addressed challenge of 3G telecom launch by implementing talent acquisition strategy of hiring smart data experts ‘Dexperts’ achieving average INR 10 Mil sales per month from this segment.
•Responsible for strategic initiatives in retail sales and service across marketing, IT and operational excellence of 180 exclusive stores and mini-stores for the premier telecom firm.
•Responsible for recruitment and training of retail staff across Mumbai (725 agents), ensured induction as per Vodafone standards towards enhancing post paid and handset sales by more than 50%
•Responsible in improving employee attrition from 58% to less than 48% (yearly). Conducted various employee engagement activities along with R&R events for both VIL and Associates to ensure to build on our Moto, Happy employees give happy customer.
•Implemented innovative reward-recognition program retained IT partner for an online shopping model as a staff loyalty program with redeemable points against business achievement.
•Responsible in rollout of Awaaz survey for associates and scoring 92% on engagement levels which is the highest across dept.(voice of employee)
Manager - Zonal Retail Feb 07 to Dec 10, Mumbai
• Responsible for retail operations of 8 exclusive retail stores and 30 mini stores across premium South Mumbai area with 28% contribution to the Mumbai revenue pool A
• Handled a team of retention FOS to reduce churn for the zone.
• Conducted location and franchise scouting post identifying market gaps, negotiated on lease and revenue model to open 6 outlets with brand look-feel enhancing penetration.
• Provided leadership direction to a team of 10 managers and front line personnel, doubling revenue from INR 1.3 Mil to INR 2.6 Mil per month maintaining operational profitability.
• Conducted sales, soft skills and product training with consistent audits and updates resulting in post paid connections growth from 2500 to 3700 per month.
• Ensured operational readiness at store level, coordinated with corporate marketing divisions for various promotions as per company guidelines.
• Organized BTL activations such as neighborhood marketing as part of launch campaign of store openings leading to enhanced25% footfall conversions
• Brought about focus on customer churn, reduced by 17% using proactive methodology of reaching out and addressing complaints and queries.
• Responsible for launch of mobile internet data usage with training for customer awareness and experience corner in stores registering 23% contribution within 1 year.
• Consistently ensured the zone was rated best on visual, operational and service aspects.
• Handled high profile customer escalations effectively.
• Involved in recruitment & training process.
Retail Store Manager Nov 02 to Jan 07, Mumbai
• Managed operations of various flagship stores of size 1500 square feet at Santa Cruz, Church Gate and Vashi area achieving INR 18 Mil annual revenue
• Turned-around operating loss of INR 200, 000 to profits of INR 600, 000 by implementing innovative sales push and value engineering efforts.
• Brought about enhanced operational efficiency by 15%, reduced customer waiting time from 10 minutes to 4 minutes by segregating and planned routing of queries.
• Executed proactive organizational strategy of post paid connections growth, achieved 25% YoY growth at 732 sales numbers per month.
• Coordinated with marketing and training divisions for consistent promotional and induction-refresh programs to ensure front-line store personnel were in sync with Vodafone vision.
• Focused on mobile handsets as a revenue category with reward and recognition program in place resulting in 15% growth from this segment.
• Ensured customer satisfaction scores of above 85% and rated as top 5 stores all India.
• C-Sat targets were met at 95%
• Attrition was maintained as zero for 7 months by conducting various employee engagement activities.
• Ensured & managed inventory effectively.
• Handled high profile customer complaints effectively.
MUMBAI UNIVERSITY MUMBAI Bachelor's Degree in Commerce 1996 - 1999
INSTITUTE OF HOTEL MANAGEMENT MUMBAI 2 year Diploma in Food Production and Patisserie 1996-1998