Manager
Reliance Communications Ltd
Total years of experience :12 years, 4 Months
Wireless Business
* Monitor Customer On-boarding Process and Activation SLA
* Logistic of Customer Application Documents from Retailers to Agency and to Warehouse
* Guiding Retailers, Distributors & Cluster Hubs in smooth Activation Process.
* Ensuring Process & Documentation Compliance
* Monitor Vendor operations and ensuring the deliverables like are met as per the Company requirements.
* Vendor payment, contract renewals and budget provisioning
Wireline Business
* Handling First Impression Team ensuring Welcome Call within 48 Hours and First Bill telecalling to new Acquisitions
* Fault management - Monitoring Fault Rectifications and working towards Reductions of Faults complaint (First time & repeat complaints). Ensuring the SLA Compliance.
* Revenue Enhancement programs through targeting Zero usage Customers and Win-Back project
* Churn management - Voluntary Churn reduction through Field retention Activities driven with a team of 10 members.
* Recovery Activities - Meeting the Equipment Recovery compliance after the termination of services in coordination with the technical team
COLLECTIONS:-
* Responsible for Current Billing Collection for the Kerala Circle.
* Drive Telecalling Agency to achieve Current Billing Vs Collection target
* Follow up pending cases with the Field Executives and Cluster teams.
* Prompt addressing of Service and Billing Complaints to ensure the billing target is achieved.
* Proactive identification of involuntary churn customers and address the issues to reduce the churn
* Handled Enterprise Collection ( both COCP & SME ) for short period of time
CHURN & RETENTION-
* Provide prompt Customer Service by handling customer complaints, providing satisfactory resolution, educating about new bill plans and value added services
* Churn Management and Retention Activities through various Retention schemes, driving retention agencies Pan-Kerala
* Revenue Enhancement projects like Reductions of Zero Usage base, Focus on revenue driven plans
* Drive Loyalty Programs for premium customers to build brand loyalty.
* Handled 30 member collection out-calling agency responsible for achieving 92% Current Month Billing target for pan-Kerala through reminder calls to customers about the bill amount pre and post Due date.
* Also monitoring and managing Retention activities with a tele calling team of 20 members for curtailing voluntary and involuntary churn
TEAM LEAD :
* Driving the team towards achieving the team target of Handling time, Customer Satisfaction and Quality of process
* Mentor and coach the agents regarding the latest Process updates.
* Monitor and provide feedback for performance enhancement.
* Span of Control as Team Lead was 22 members
* Was lately handled the responsibilities of Group Leader (Deputy Manager) with 5 teams as well as functioning as the Process SPOC for Client Interaction for Process Operation Site
SUBJECT MATTER EXPERT
* Functioned as SME for 2 years and handled 3 teams as part of this
* Was responsible for supporting the agents in terms of Process and call taking guiding them to achieve their individual as well as team target.
* Part of the Process Update Management Team which include client interaction regarding the Updates, setting up process guidelines for improving the Process as a whole, responsible for cascading the updates to agents and monitoring the implementation of the same.
ADDITIONAL RESPONSIBILITIES - Transition Team & Trainer
Was part of Business Transition Team responsible for setting up the process at the new location of Cochin, Kerala, India from September’06 to Nov’06 and then from Jan’07 to Mar’07. Handled Recruitment, Process training and Production as part of this.
* Successfully trained and guided 4 batch constituting 85 trainees for Process Go-Live
* Coordinated between various support functions and management team in Chennai & Mumbai for soft-launch and Go-Live
* Successfully launched the Chat Support for the Client meeting the SLA requirements within 2 months from Go-Live
* Assisted with changes to CRM, policies making & modifications, initial tool support from Client, preparing process documents, etc. with regards to Chat Support
Professional Achievement
BEST SUPPORT TECH Award for the month of Mar’05, Nov’05 and Mar'06.
* Job profile includes providing technical assistance to the AOL members on the AOL software through LIVE CHAT HELP. Also educating members of the various services provided by AOL and the features
* Functions as a Mentor for a team of 15 team mates guiding and training to the new recruits in the team.
* Functioned as the HR Contact point, handling the HR issues of the team reporting to the HR representative