AGM Customer Service
Vodafone India Ltd
Total years of experience :19 years, 9 Months
VODAFONE INDIA LIMITED Nov 2013 - Till Now
National Outbound and R & R Training Lead - Customer Service - Corporate Office, Mumbai, Sept 2015 - till now
Key Accountabilities:
-End to end national training strategy - Induction Programs, Refresher Trainings, Learning systems and tools to keep above mentioned learner groups aligned to Organisational values, priorities and optimal performance, productivity and service levels at all given times
-Consolidation & standardisation of training processes applicable for Outbound and R& R learner groups and ensuring seamless execution and compliance through strong governance model across Circles and Service Partners
-Training Administration and analytical support to the National Training team towards stepping up Team performance to next level
-Circle Training Leads & Service Partner Management: Periodic Reviews with Circle & Service Partner to access the performance; National Projects; Engagement and communication with Service Partner & Circle Training Leads
Circle Quality Head - Customer Service - Nov 2013 to Aug 2015
Key Accountabilities:
-Transaction Quality: Ensuring robust execution and closure of action points of monthly VOC processes at all touch points; Carry out End to End Process Audits on top pain areas (Telco/MPesa); Measure and report Transaction Quality Compliance through monthly dip check audits; Drive External & Internal Audit variance within control limits; Governance around calibration variance to be
Manager- Customer Service Delivery
Key Accountabilities:
- Process Review and enhancement: Consistently visited existing processes, established E2E quality framework, identified process gaps and incorporated amendments as per customer VOC.
- Customer Experience Measurement: Measured services vis-à-vis customer expectations as well as pre-defined service quality standards; captured customer insights/ views through customer indexing.
- Service Quality & Standardization Initiatives: Fine-tuned existing processes to market dynamics and changing customer expectations on regular basis; aligned BPO quality evaluation through standardization as per national norms.
- Worked closely with process owners to warrant 100% process and regulatory compliance; established E2E Quality framework.
- Stakeholder/ Partner Management: Built and maintained partner relations, facilitated optimum stakeholder performance and coordinated calibration and certification for internal as well as external stakeholders.
- Strategic Analysis: Analyzed process gaps and customer distress; tracked various internal effectiveness parameters.
- Auditory Support: Designed, supported and executed audits for customer processes and transactions.
Present Job
Tata Tele Services Ltd (Service): Assistant Manager - Business Excellence
April 2008 - Till Now
Job Profile • Responsible for Streamling the & processes to facilitate robust Quality management systems, QSA, Six Sigma Projects Management & Knowledge Management System (Mind Beans) for pan Rajasthan
• Imparted training to TTSL Rajasthan employees on Yellow Belt, Tata Business Excellence Model and Induction program for Business Excellence Department
• Driving Six Sigma movement for Rajasthan Circle. Mentoring & coaching Six Sigma projects and Training to employees. Designing strategies & policies for promoting Six Sigma rigor in the organization.
• Successfully completed 9 Six Sigma projects impacting C-Sat, revenue enhancement, complaints management with annualized savings of approx Rs. 40 lakh with in 4 months
• Qualified for Online Test for Tata Business Excellence Model (TBEM). Circle SPOC for driving TBEM in the circle for all functions.
• Awarded as the Superstar for the significant contribution to the organization in bringing a culture of improvement through six sigma & for driving customer service operations.
Certifications
Certified Six Sigma Green Belt from Motorola University- Japan
Certified Six Sigma Green Belt from Tata Teleservices Ltd
- PGDBA- Operations from Symbiosis Centre of Distant Learning, Pune (Year 2010)
- Bachelor of Arts from Maharani’s College, Jaipur (2001)