Dy. General Manager – CS Quality Lead, NHQ
Reliance Jio Infocomm Limited
Total years of experience :22 years, 10 Months
Dy. General Manager - CS Quality Lead, NHQ / CS Platform Lead - Network Coverage & Capacity
• Design, deploy and govern Service Assurance framework across customer lifecycle and geography, for mobility, money, device, retail, digital apps and e-commerce business
• Eliminate network coverage related calls & complaints, drive 99% first time resolution, across all customer touch points
• Managing special projects, e.g. CAF scanning to archival Process, Chairman Escalation Management, Automate key network planning milestones, Drive effective deployment of activity & passive monitoring of network parameters for generating intelligence
Oversee Business Improvement Initiatives, MPower Ideas (Bottom to Top Flow), Mentor Six Sigma Projects, Lead Process Audits and Compliance across Verticals as part of National Strategy & Corporate Guidance.
Oversee Quality Function at Kolkata Site. Multiple Processes / Verticals across 4 Delivery Centers- Telecom (TTSL Mobility, E-Mail Process, Data, MTS Mobility, Vodafone Standard & Premium etc.) & Non-Telecom (Berger Paints, Uniliver Pureit, Get It Infomedia, DISH TV, HDFC Life, Bharti Axa Life etc.)
Overview Transactional & Strategic Training for Kolkata & support Ahmedabad; Bhopal; Lucknow etc
Started BPO Carrer as Floor Supervisor in Aug 2006 and grown upto Sr. Manager - Quality. In this role managed both Transactional & Strategic, Managing Business Level Automations, Site & Corporate Level Innovations & Initiatives
Support auditing of E-Mail responses & Tag Emails - with Department wise Flags
Drive Sales Team & achieve Hardware; Software & Training Module Sales at Corporate & Govt. Sector. Acquisition of new customers.
• B. Com (H), from Calcutta University, in the year 1999