Chief manager
Kotak Mahindra Bank
Total years of experience :6 years, 9 Months
1 Customer Management-
a) Working out the Analytics of suspension/barred base & ensuring the same is maintained at or lesser than 2%, value of recharge done and ARPU(Average rate per unit) lost from churn
b) Measuring the percentage of recharge from grace base & the drop in usage for existing customers, managing zero usage post acquisition
2 Complaint Management-Service Request closure, Service quality and assurance, C-SAT survey, Service Level Agreement adherence, handling escalation mails
3 Revenue Churn-Increase the value of recharge in prepaid and the ARPU from the inactive base & also increase of maximum revenue from bucket 2 collection
4 Creation of retention tools- To ensure that customers between the suspension /termination stage and in the OG (Out Going)barring/suspension stage are retained
5 Training and quality assurance of ISP’s and distributors
6 Audit of ISP premises (which includes system audit, field audit and technical audits) and ISP evaluations.
7 Agency Management, recruiting and training of sales executives, Installation service Providers and other technical engineers
• Star Employee Award for exemplary contribution to the CitiFinancial India Business in the year 2006 • Achieved 2nd Position in Insurance sales for Quarter ‘2’ 2005 in CitiFinancial • • Got awarded for the Best Service Champion of the branch for the year 2006 in CitiFinancial • Awarded the Insurance Champion of the branch for the year 2007 when in CitiFinancial • • Gold Medalist (MBA-Finance and Marketing) • Passed in Branch Managers Assessment Training, 2007 in CitiFinancial Consumer Finance India Ltd