Jishin Jayaprakash, Assistant General Manager-Customer support Group (CSG)

Jishin Jayaprakash

Assistant General Manager-Customer support Group (CSG)

Vodafone Cellular Limited

البلد
الهند
التعليم
بكالوريوس, Law
الخبرات
19 years, 5 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :19 years, 5 أشهر

Assistant General Manager-Customer support Group (CSG) في Vodafone Cellular Limited
  • الهند
  • أشغل هذه الوظيفة منذ أبريل 2011

Handling a Team of 60 members with 5 Sub verticals
1.Activation & Onboarding,
2.Complaint, Request and Written communication management,
3.Projects, Change Management, New product deaign and self-service
4.Mobile banking documentation- M-pesa
5.Audits

Ensure Smooth activation and Onboarding of customers(Voice& Data)
Noal Officer on Complaint handling
Close and analyse complaints in CRM & Other modes and identify Root cause and report to Top management
Manage Voice of Customer
Interface between Government (TRAI) & process compliance, Subscriber reporting & Complaint management
Enhance customer experience By proper complaint management & Promotion of Self Service
CRM User configuration
Self service improvement
Support Call centre Head to provide better call centre experience
Spear head all New Projects and ensure error free closure

Asst.Manager Revenue Assurance(Head-RA) في Vodafone Cellular ltd
  • الهند
  • سبتمبر 2008 إلى أبريل 2011

Manage a Team of 5 Members
Spear Headed Migrations or system upgrades( Handled Migration: Xius IN to Comverse IN, BSCS v to BSCS vi, Comverse RTBS to Comverse one, Migration of Prepaid Offline Systems, Roaming Clearing House validation MACH to Synervise)
pre-launch testing of all products to ensure Zero errors
Testing of New Features
Interconnect Invoice and CDR validations
New MSC validations & AT
Roaming Clearing house validation & AT (MACH & Synervise)
Validation o P&L of Products post lauch
RPM & RPMB validation
Fraud Monitoring
Also Played Critical role in Centralisation of Process and Developing a National Revenue assurance system called Money map Along with C-vidya

Executive-Customer support group في Vodafone cellular limited
  • الهند
  • سبتمبر 2006 إلى أغسطس 2008

Monitoring an closure of customer complaints
Handle Error free System Migration & Up gradation
Coordination of prepaid Customer acquisition across circle
Handling Documentation & Document storage vendor

Contract staff-Customer Support Group في vodafone Essar cellular limited
  • الهند
  • يناير 2005 إلى سبتمبر 2006

Closure and resolution of customer complaints in CRM
Storage of Activation documents
Bulk Provisioning of Offers in BSCS & Xius

الخلفية التعليمية

بكالوريوس, Law
  • في M G university
  • أبريل 2004

Specialties & Skills

Team Management
Stakeholder Management
Product Design
Project Management
Customer Service
Data analyticals
Ms Tools
Team Management
Billing system-Comverse/BSCS
Oracle CRM
Project & Process management-Project charter,Process flow
customer Complaint management
Migration/Transitions-Systems &Data

اللغات

الانجليزية
متمرّس
الهندية
متمرّس
الملايام
متمرّس
التاميلية
متوسط

التدريب و الشهادات

PMI (الشهادة)
تاريخ الدورة:
February 2015
صالحة لغاية:
January 2016
SIX SIGMA YELLOW BELT (الشهادة)
تاريخ الدورة:
January 2011

الهوايات

  • Listenining to Music,Watching movies & Reading