Assistant General Manager-Customer support Group (CSG)
Vodafone Cellular Limited
مجموع سنوات الخبرة :19 years, 5 أشهر
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
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
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
Closure and resolution of customer complaints in CRM
Storage of Activation documents
Bulk Provisioning of Offers in BSCS & Xius