HEAD BUSINESS OPERATIONS -SALES & CUSTOMER SERVICE
AIRCEL LTD
مجموع سنوات الخبرة :25 years, 8 أشهر
-Ensured service operations should be revenue enabler, Alignment with market trends, competitive analysis, implementing strategies, contests, promotions to grow financially and a key contributor towards gaining revenue market share and achieving EBITDA targets.
-Adept at achieving revenue target and ensuring retail stores (59 in Kolkata and 35 in ROB) profitable thru’ skilfully appointment of channel partners, training and motivate team to meet sales / revenue targets.
-Efficiently deployment of resources and campaigns to turnaround FOFO (Franchisee owned and franchisee operated) / COFO operations in to EBITDA positive.
-Cost optimisation by way of adoption of Self Help Service tools, customer analytics and Digital connect across customers and channel which helped to reduce waste and enhance efficiencies.
•Supervised customer (voice, data, and premium segments) communication through contact centre operations (Voice and Non-Voice), developed thematic campaigns to drive service and revenue generation initiatives undertaken
o Launched ASK’ (6200) are one-stop shop for Aircel’s subscribers and have resulted in top-line revenue growth of 30%, 12% share of gross additions, and increased engagement of retail outlets (as of now servicing seven lac customers monthly)
Aircel received ‘Best Customer Experience-Innovator of the Year’ award (2016) from Twitter and One Direct Quest CX recognition in 2016.
o Delivered differentiated service experiences through CHAT (Customer Handling at Appropriate Time), innovative way to enhance customer engagement and to retain its high-value subscriber base.
o Built single, double, and multiple service concepts (voice, voice plus data, and voice plus data plus VAS), enabling provision of better customer services, upselling recharges and engagement.
o Managed social media, customer analytics and data CLM (Customer Lifecycle Management) for improving rate of adoption of data services and digitised payments.
• Championing in deployment of sales and service camps across urban, semi urban, rural areas to ensure in-depth service reach in-turn strong brand connect across masses.
• Rolled out e-KYC (UIDAI) activation process for instant activation and Aadhar link on digital platform.
• Introduced Better Than The Best (BTTB), a people management program, a reward and recognition program to improve employees’ morale and deliver an extra. Develop and Up-skilling team members to drive continual performance improvement and to achieve milestones.
• Efforts helped Kolkata and ROB circles secure top rank (five times) in National Service Championship competition.
Ensure compliance with care, nodal and appellate bodies’ regulations of DOT and TRAI. Also, standardise CX across circles, supervise complaint management, and maintain escalation lifecycle. CRM deployment and requisite changes basis customer VOC, process and technology change.
Drive process re-engineering efforts, and coordinate TERM cell audits for both circles, ensuring provision of superior customer services across all customer touch points.
Proactively coordinate with business partners for strategic alignment and deployment of resources for quality service delivery. Continually building up Brand image and NPS thru’ effective AEP (Aircel Engagement Programme).
Strategically layout the process guidelines to drive contact centre as Profit Centre by encompassing / monetising existing customer touch points to enhance customer experience as well generation of revenue. Transformed contact centre into COE and EBITDA +ve operations since Feb’16 and maintained.
Ensure to enhance efficiencies and manage customer life cycle management including postpaid channel development, customer acquisition, collection, retention and recoveries to intact revenue and reduce delinquencies. Postpaid end to end base management (sales and services) for AP with annualized postpaid revenue of 250 mn.+.
Idea is India’s third largest mobile operator by subscriber base (193.96 million as of
July 2017).\]
Head- Service Delivery, Enterprise Business Unit
Expertly managed customer service operations through My Idea service centres (franchised owned,
franchise operated centres at district level) and Idea Points (low-cost service centres in rural areas). The
touch points were responsible for retail sales, collection, retention, and activation of new connections.
Orchestrated HNI service solutions and strengthened business relationships with customers.
Headed EBU (Enterprise Business Unit) services) and served large corporate accounts and SME's - Farming and client engagement.
One Year Certificate - Senior Management Program - 13th Batch, from IIM Calcutta
Masters in Finance and Control - 2 Years Master Degree Program from Panjab University
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