MOHAMED SHAJEHAN K.R

CONNECT INDIA E-COMMERCE SERVICES PRIVATE LIMITED

A start up company, having it’s vision to Connect Rural India with Urban India and the Global market. With primary business focus on creating distribution network, supporting multiple business opportunity.

National Key Accounts Manager - Jul 2022

Role
● Responsible for managing the relationship with KEY Clients across PAN INDIA
● Generate Business opportunities thru the existing clients
● Generate Business Opportunities thru New Clients from market
● Finalizing the commercials for business onboarded
● develop new channels for business
● Execute the new businesses thru Operation
● Handhold launch of new business on process deployment

ZONAL HEAD - Operations - SOUTH INDIA & ANDAMAN / NICOBAR ISLANDS - Jan 2021 till Jun 2022

Role
● Responsible for P & L management of 6 States in South India
● Responsible for New Business Roll Outs in 6 States
● Responsible for Team Performance
● Responsible for Linehaul connectivity / Last Mile Delivery / Cash & Risk Management
● Customer Relationship Management and Escalation Management
● Additional Responsibility of Managing East States of India from Jun 2021
● Additional Responsibility of launching new projects in North East States of India from Nov 2021

AREA MANAGER - Operations - TAMILNADU & ANDAMAN / NICOBAR ISLANDS - Apr 2019 to Dec 2020

Role
● Responsible for P & L management
● Responsible for New Business development
● Responsible for Team Performance / Linehaul connectivity / Last Mile Delivery
● Responsible for Cash & Risk Management
● Customer Relationship Management and Escalation Management

AREA OPERATIONS HEAD - Operations - Tamilnadu - Feb 2016 to Mar 2019

Role
● Identifying Office Spaces for Operations & Completing process
● Responsible for Linehaul connectivity / Last Mile Delivery
● HUB Operations Management at Different Branches
● Logistics movement from Client location to Channel Partner
● Distribution of Goods to Delivery Agents & Delivery associates
● Cash Management & Deposit
● Customer Relationship Management and Escalation Management

Territory Head - Network Development & Operations - RoTN - Since May 2015 to Jan 2016

Role
● Identifying post offices locations and creating distribution routes in Tamilnadu
● Identifying Connect India Centers for operations.
● Appointment of Connect India Centers in Tamilnadu
● Identify Master Franchises for setting up business operations.
● Plan and execute pre-launch related activities
● Drive operation related activities

An extensive experience in managing e-commerce business
operations for 10 years, serving the major brands in India
• Fleet Operations & Cost Efficiency: Orchestrated fleet operations for
2, 200+ vehicles across Tamil Nadu and Southern India, ensuring
seamless last-mile connectivity for major Indian brands.
• Regional P&L Ownership: Directed P&L management across 5 South
Indian states and 2 Union Territories, consistently optimizing
profitability and operational excellence.
• Strategic Expansion: Spearheaded the setting up of branch hubs,
warehouses, and sort centers to support aggressive business growth.
• Cost Management: Implemented rigorous cost-optimization
protocols and process improvements to reduce OPEX while scaling
delivery capacity.
• Operational Reliability: Managed a massive network of delivery
agents and hubs, maintaining high service levels and process
consistency through strategic planning.

Publications and distribution

Served as Director - Business Development & Operations, Tamilnadu Aug 2014 - May 2015

Role
• Setting up the business process for BPO operations of 20 seater
• Planning and strategizing the operations across domains
• Budgeting & Financial planning, Fund mobilization & Cost efficiency Management
• Product positioning, capturing customer requirement and system delivery
• Crop Planning & execution, Harvest Management & logistic management in Organic Agriculture
• Marketing of Organic Vegetables/Fruits. Supply to retail stores & end users

Currently working as Senior Manager, since 2010 at Chennai.

Heading the operations of Activating new customers of postpaid, Credit Risk & Collection Management for Chennai Circle.

Joined the organization as a customer care officer at Call Center, Madurai. Have worked at various locations in Tamilnadu representing Customer Service function, Call Center operations, Bill printing & delivery, Collections & Retentions, Credit & Risk management, designated nodal officer for customer grievance Redressal and Special projects.

Currently responsible for Credit Risk, Onboarding new customers & Collection of postpaid subscribers for Chennai Circle. Reporting to Chennai Circle - Customer Service Operations Head.

Selected Accomplishments
• Initiated best practice in Call Center Management during 1999 within 3 months at Madurai
• Moved to Coimbatore in October 1999 as Call Center executive and deployed the best practices in shift management / query management.
• Got elevated as Team Leader to manage customer complaints and channel partner business support activities. Managed activities till Dec 2000 at Coimbatore with a track record of 100% solutions within Turn Around Time.
• Represented Madurai Customer Service as Senior Team Leader in providing business support. Assumed the role as second line command to Zonal Customer Service Head till Aug 2003. Had deployed automation of collection receipting system successfully, leading to elimination of manual errors on updating subscriber payments.
• Managed Customer Services operations at Trichy for a 8 month period. The zone was awarded the best customer servicing team for 3 consecutive months.

• Instrumental in developing the First 50 Seater Call Center at Coimbatore during 2004.
o Recruited 150+ team members
o Training provided on product, services & processes
o Developed a structured training module for the new recruits
o Increased the service levels from 45% to 93% in a span of 45 days.
• Managed Customer Services at Coimbatore for period of 2 years from July 2004 to Jun, 2006 - Including Call Center & Customer Help desk & backend operations
o Service Levels of Prepaid Call Centers were managed at 95%+ consistently
o Service Levels of Postpaid Call Centers were managed at 98%+ consistently
o Increased the collections from 86% to 97%.
o Reduced repeat complaints to 98%
o Introduced Baby Care for handholding new customers enrolled with a collection efficiency at 80% within the same month
o Managed a team force of 475 members.
o Bad debts were kept under control & < 2% for collectable dues.
o New business model introduced to service the customers acquired through direct sales team. Covering end to end life cycle management.
o Customer retentions were high at 25% and customer Churning outside network was lesser than 2%. With High value bill payers churn less than 0.5%
o Have been instrumental during implementation of Mobile Number Portability from Retentions. Have maintained the Churn on MNP < 0.2%
o Have implemented process changes on the following
* First Bill collection process. Resulting an increase from 48% to 80%
* Due date collection process. Resulting increase from 42% to 65%
* Identifying wrong sales at first level and taking corrective action. Reduce the Bad Debt risk from Rs.2.5Mn to Rs.0.8Mn
* Retention management & revenue enhancement through upselling value added services
o Volume of Business managed in Postpaid
* Customer Base: 0.35Mn,
* Revenue: Rs.175mn

Career fast track from Customer Service Officer managing inbound calls at Call center in 1999 to Deputy Manager managing Customer Service operations for Zonal Operations in 2004 to current position as Senior Manager 2011 responsible Controls Risk & Enhancing Collections and On-boarding new customer:
Executive Leadership
• Support the Management by providing strategic direction based on knowledge of operating business issues, suggested solutions and work around to address issues resulting in profitability.
• Demonstrate imagination, insight, and boldness to present challenges that bring out the best in people and bring them together around a shared sense of purpose
• Create a highly dynamic work environment that facilitates innovation and continuous improvement
• Convey the big picture thinking strategically throughout the organization empowering employees to deliver beyond expectation results
Business Growth and Development
• Plan, develop and implement strategic plans for each Business process with a bottom-up approach to achieve established objectives with a strong focus on improving Customer Service.
• Conduct in-depth analysis of business strategy, identifying the best policies for development and the avoidance of foreseeable difficulties with a focus on continuous progress
• Oversaw the implementation of Billing system migration and envisaged the risk parameter and gap analyzed to have continuity on business growth
• Initiate appropriate actions to minimize risks and align performance goals with business targets
Budgeting / Financial Control
• Generate detailed projections for costs, expenses, and inventory as part of the process of developing fully-integrated cost control measures for the AOP
• Initiated cost saving practices on prepaid activations & documentation resulting in an annual cost saving of Rs.1.2mn
• Monitored each processes on their Cost control to ensure alignment with overall Circle performance and Corporate.
Operational Management
• Currently managing 475 members engaged through partners with a 14 member direct reports. including the Circle Collections head, Circle Credit & Risk Control Head, Circle Provisioning Head
• Have a good exposure on Managing different processes involving customer life cycle management and customer services
• Worked closely with Circle / Zonal business heads to deliver the expected outcome towards profitability
• Deployed best practices in customer services at Madurai, Trichy & Coimbatore Zones.
• Had created a strong work process for customer services which got replicated for the PAN India operations
• Automated daily dashboard reports to ease out the communications channel to the partners.
• Identified Low utilization cell site and promo activities carried out to increase the usage traffic

AIRCEL LIMITED, CHENNAI, INDIA Jul 1999 to Present

The company provides cellular telecommunication services in India. The company started the operations in 1998. Launched its services from Mar 1999 at Coimbatore, India. The company had a swift roll out of its network in Tamilnadu. Initially the services were provided in Tamilnadu and spread the operations to Chennai (metro network) by acquiring RPG Cellular. Now it has presence across the nation.

USHA MARTIN TELEKOM LIMITED, MADURAI, INDIA Dec 1997 to Jul 1999

The company was a leading paging service provider in 7 cities across India. The subscriber base was 50000 in Tamilnadu.

Joined the organization as a Customer Care Trainee. Worked in paging service operations and got elevated as Team lead for Customer Acquisition and Retention Team. Managed a 6 member team.

Selected Accomplishments
• Increased the subscriber base from 14450 to 16730 in a short span of 3 months through retention activities
• Increased the collections from 81% to 83% for Madurai subscriber base
• Managed bill printing as an additional responsibility for Madurai subscriber base

care Retention

ARABIC INSTITUE of COMMERCE, CHENNAI, INDIA Oct - 1996 to Nov 1997

The organization was pioneer in publications and printing trilingual magazine (Arabic, English & Tamil)

Joined as data entry operator and emerged as team lead in supervising - Publication - print & designing division.


, Tel: 438.3606 / 416.245.6528

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