Poonam Tripathi

COMPANY : AIRCEL (DISHNET WIRELESS SERVICES), KOLKATA/INDORE (NOW)



Job Profile :
*Currently Handling AIRCEL MP-CG project Roll out, Specially for Indore zone
Retail operations, Distributors and channel management w.r.t CC Operations for Aircel
*Driving service agreements & process designing for improving service reach Pre & Post paid business (Retail & Corporate subscribers)
*Responsible for activation SLA adherence & smooth customer on-boarding experience including address verification & credit verification through multiple agencies.
*Documentation compliance for the zone including prepaid CEF pick up from all distributor locations, timely profiling, error free data entry, scanning & warehousing through agency management, trainings, regular audits.
*Revenue targets achievement of the zone through proper utilization of multiple CSD channels.
*Ensuring trade channel satisfaction through various trade engagement activities like Retail Chaupal, Field Visits Etc.
*Effective complaint management from various Subscriber Touch points
*Stellar role in implementation & review of Franchisee (Aircel Preferred Partner) and Store Operations Process.

*Key involvement in identification & imparting of training requirements for team members according to profile, designation & engagement in customer impacting activities
*Vas complaint Handling & Vas vendor management for new product implementation at *Unified Bengal Operations (Kolkata & W.B)
*UAT of all new & existing product launching.
*To deploy modifications in existing process & new process in circle.
*Ensuring prompt resolution of complaint/request/query of Pre-paid Customers.
*Monitoring MIS reports.
*Enhancement of ARPU by understanding the usage pattern of customers.
*Monitoring/planning/implementation of various HNI customer engagement activities to ensure maximum customer loyalty.

ACHIEVEMENT: - Successfully handled the Kolkata CIRCLE LAUNCH (2008) & MP & CG Launch (2010)

Job Profile: Responsible for 2 States UP and UttaraKhand

*Quality assurance & channels partners across the states,
*Organized Meet n Greet & High tea with Mallika Sherawat (Brand Ambassador of 7up) for Customers/Channel partners.
* Auditing done on Promotional POS & Programmes Viz Food & Fizz, Space Club (Regular Loyalty Progammes)
* Product & Functional Trainings for Sales Representatives & Field Staff
*Handling Key corporate accounts (Hyper Malls) Viz Fun Republic, Pantaloons group and others.
*Span of control-6 CSR & 10 RA/CSR
*Key achievements-Tropicana and Pepsi merger launch, Clean bottle program across the 2 states, Complaint resolutions against cases pertaining to Consumer courts, Legal liasoning with GOI.
*Media Relations for Enhancement of PEPSI Brand Image.

Query resolution cell
*Front desk management including voluntary churn
*Enhancement of regional CSMM scores
*Service camps
*Responsible for Written Correspondence all across Punjab.
*Centrally responsible for Punjab & KPA For all written Correspondence for end to end resolution for all complaints & requests by interdepartmental Coordination.
*Centrally responsible for Reports & MIS for all across Punjab & KPA.
*Provisioning of Services (Barring & unbarring) for all voice calls all across. Punjab
*Centrally responsible for showroom coordination all across Punjab & KPA.
*Designing of Training Programs, Audio Visual techniques and Exercises
*Centrally responsible for SLA adherence for all complaints & requests
*Nodal Officer for entire Punjab &KPA

ACHIEVEMENT: - Speed of resolution >87%
(Complaint resolution within SLA)
Accuracy of resolution >99%
Complaints under

: TEAM LEADER (DATA SERVICES)
SerWizSol is a 100% Enterprise of Tata Sons Limited. It is a leading
Outsourced Customer Service Provider offering Voice and Data based
Services based at Mohali (Punjab)

DURATION : JAN 2005- DECEMBER 2005

JOB PROFILE: Span of control 20 CSE.

*Management of team for increasing productivity by *Maintaining Call Quality
*Ensure all required parameters for achievement of Service Levels are
*Complied with Ensuring maximum productivity Customer interaction
*Continuous improvement of FTR of calls Provide inputs with to the quality
and training teams on various aspects so as to improve productivity
*Motivating the team and driving towards a high sense of satisfaction
*Periodically reviewing the Operations' processes
*Preparing roster & Manpower planning for smooth functioning of process.
*Motivating the team by regular conducting aptitude test, review by highlighting the performance of agents by publishing in weekly dashboard.
*Generating reports.
*Achievement: - Conducted “Train the Trainer programme”.
Cross-functional & Interdepartmental Refresher training.

INVOLVED IN MAKING PROCESSES, INDUCTION TO NEW JOINEES
*Billing (complaints -Customer Interaction Group)
*Handling & processing monthly Telephonic bills
*Out calling the customers for rectification of error
*Churn Retention (Retention & Loyalty Group)
*Out calling the customers & pooling out the reason of non-satisfaction
*Giving resolution for the related to product & services
*Retaining the customers
*NPI/II or Quality Assurance /Trainings
*Auditing of SAF forms.
*Call auditing.
*Training to internal employees
*TECHNICAL & NON -TECHNICAL COMPLAINTS OF CUSTOMER INTERACTION GROUP & PROVIDING TRAINING TO THE TEAM MEMBERS.

Worked at Corporate office - Bombay.

Conducting Induction of Marketing Representatives
Training to M. R. on product awareness and company’s profile
Piling of Training module on Product & Services
Preparing Mis, Daily reports, coordinating with stockiest.
Audio Visual techniques and Exercises,