Retention Executive
RELIANCE COMMUNICATION
Total years of experience :18 years, 1 Months
Retention (Voluntary & Involuntary): Through high quality Retention Management (1Retention champ per store). Responsible for Postpaid churn across region. Identifying churn reason, conduct Root Cause Analysis. Ensuring efficiency of 3 Tier Retention process & follow up with NHQ. Regular reporting to CSD Head on Retention activities.
Organizing periodic Customer Care Camps at remote locations, providing opportunity to customers to directly interact with personnel for grievance resolution, helping in retention
Maximizing Customer Satisfaction Scores (CSAT) & Maintenance of Service level agreements.
Implementing & constantly Re engineer Processes (Customer Care/Commercial & IT) & ensuring process adherence at front end for better customer handling
Billing Collection & Credit Control: Proactive observation of involuntary churn including driving Collections through New customer Management (IST, 2nd & 3rd Bill), OG Barred, and PTP & Controlling Value Based Barring through regular field visits. Facilitating all kind of Credit Limit Enhancement
Drive Error free capture of complaints, requests & queries into CRM system to generate TT’s.
Co-ordination with marketing team for new launches & Special offers/promotions through retail channel.
Coordinating with Fraud Management, AV / CV Negative cases and subsequent Activation & Deactivation of A/c services with NHQ / Circle Commercial team and vendor AV Team to minimize losses
Handling Sales & Distribution of Adhesive & Wood Finishes in assigned area.
Responsible for monthly achievement of Collection Targets of above categories in assigned area.
Responsible for outlet level availability and visibility of our products.
Implementation of trade promotions and schemes in the assigned territory.
Adhering to Fixed calls frequency to outlets assigned for relationship building and generating business for the company.