Head Compliance and Escalations
Aircel Limited
Total years of experience :8 years, 5 Months
Heading customer service operations since 2012.
CEF Management & compliance
TERM submission, audits and regulatory compliances
Managing the back-end operations, SLA management and process adherence
Responsible for the Nodal & appellate escalations and TRAI regulation adherence
To ensure user acceptance tests are carried out on all new products and processes before launch to eliminate customer concerns and revenue leakage
RCA to process correction to reduce customer grievance.
Monitoring C-SAT results for effective performance.
Timely revert for Legal and TRAI complaints / queries.
Process audit and recording deviations to monitor results.
On boarding end to end activities
Audits on quality
Data entry upload and service changes
Call center