ساشين Stalin

Passionately engaged with promotion of Man-Animal Harmony, welfare of street animals & advanced paragliding.
Specific accomplishments during this period include:
Designated as Honorary Animal Welfare Officer by the Animal Welfare Board of India, Ministry of Environment.
Co-created & now leading a robust pan-India task force comprising of 5500 volunteers & environment activists.
Arrested mass canicide in Kerala, India through extensive ground-work, influencing, legal interventions.
Accomplished advanced levels in paragliding at Dhauladhar Ranges of the Himalayas. Certified paragliding pilot.
E-commerce portal re-launch of Jaipur Rugs Co., India’s largest manufacturer of hand knotted rugs and carpets.

Key Result Areas included:
1. Functional P&L of State Service Operations: Revenue through disruptive growth in Customer Market Share & Revenue Market Share. Cross-functional interlocks to achieve organizational revenue goals.
2. Retail Sales & Operations: Gross & Net Adds, Channel Expansion & Delight, Engagement & Territory Expansion.
3. Billing, Collections & Cost Efficiencies: Customer Retentions, Collections & Recovery of receivables.
4. Service Strategy, Service Marketing, Service Innovations: High decibel Customer Engagement programs on digital & print media, Collateral tie-ups on own website, Self-care App, Web-chat, Upsell, Cross-sell.
5. Customer Experience & Engagement at Contact Centre & Touchpoints, Voice of Customer, C-SAT.
6. Outsourced Partner Management: Channel Partners, Vendors, Contact Centres, Partner Agencies.
7. Regulatory Compliance to Telecom Enforcement Resource & Monitoring (TERM) & TRAI guidelines.

Specific accomplishments besides KRAs included:
- Accelerated postpay customer base increase by 12% and revenue by 9% within 6 months by means of effective programs to drive Net Additions and Churn Control simultaneously. Maintained the growth rate.
- Engineered a disruptive cost reduction of 29% by reducing cost to serve. Arrested process gap revenue drain.
- National roll-out of Self-care apps for Customers & Channel Partners, Customer Engagement on Social Media & Own Website, live chat, dedicated priority desk for key decision makers of 2500 Corporate marquee accounts.
- Masterminded & program-managed several national Revenue Enhancement & Cost Reduction programs.
- Top-in-country Regulatory compliance adherence at 98%. Saving on penalties to the tune of 12%.
- Reengineered processes, intensified SLA adherence of B2B Escalation desk from 46% to 98% in 3 months.
- Spearheaded the design, rollout & execution of a pan-India cost optimization drive through manpower rightsizing through service innovations, automation, outsourcing, centralization. Saving of 30% manpower cost.
- Integrated into the organisation’s exclusive Talent Spectrum designed to identify, nurture and develop employees with high potential to assume critical senior leadership roles.

Aug 2009 - Apr 2010 : Head Corporate Services (Senior Manager) - Punjab, Haryana, Himachal & J&K, India
Dec 2007 - Aug 2009 : Zonal Head (Senior Manager) - Customer Services, Punjab, India
July 2005 - Dec 2007 : Zonal Head (Manager) - Customer Services, Punjab, India

Size & Scope: 0.18 Million Customers with annual revenue of INR 1.14 Billion. 54 Retail Outlets; 60 Activation Points; 7 Partner Agencies

Key Result Areas included:
1. Customer Life Cycle Management of Corporate, Enterprise & Retail customers.
2. Churn Control & Revenue Collections & Recovery, Bad Debts.
3. Customer Experience at Contact Centre, Retail Touch Points, Point of Activation & Service Provisioning.
4. Customer Satisfaction Index, Customer Engagement Activities, Loyalty.
5. Business Excellence (6 Sigma implementation).

Specific accomplishments included:
- Reduction of Calls per Customer at Contact Centre by 16% by (a) extensive promotion of Self Care (b) engagement & target setting with Key Account Managers (c) Concierge Services at Key Enterprise Accounts.
- Consistently beating the industry-benchmarks of Complaints per Customer (0.10), SLA adherence (96%), Churn Control (1.78%), Bad debts (2%) and Revenue Collections (98%) of the Corporate (B2B) base of 4 states of India.
- Best People Manager Award winner consecutively in 2009 & 2010. Individual Functional Unit Gallup grand mean score of 5.00 in 2008-2009 & 4.86 in 2009-2010.
- Mentored four 6 Sigma Green Belt projects and Twelve 6 Sigma Yellow Belt projects.
- Integration of Retail Customer Touch-points into Service Delivery models, thereby converting them from sales-centric outlets to total sales & service solutions points.
- Engineered the turnaround of high delinquent clusters Amritsar & Bhatinda from 6.6% churn to 2% and 8.8% bad debts to 2% in 2008-09.
- Conceived & led several initiatives such as (a) CAF collection camps, (b) proactive prepay migration drive of low ARPU postpay base (c) legal recovery from defaulters.

Head of Service Delivery - 11 Customer Touch Points with a base of over 14, 000 postpaid & 36, 000 prepaid subscribers. Key Result Areas included Churn Control, Quality & Training, Service Levels & Customer Engagement.

-Won the Best Circle Performer Award from the COO within six months of joining.
- Rolled out new CRM systems & collection automation tools such as Clarify Thin Client & FinOne.
- Instrumental in designing the Customer Services strategy for rural areas.

Jun 2002 - Sep 2004 : Manager - Customer Services, Risk, Credit & Collections, Goa & Nashik
Sep 2000 - Jun 2002 : Assistant Manager - Customer Services, Risk, Credit & Collections, Goa

Accountable for Customer Service, Credit & Risk Management, Collections, Retail, Order Fulfillment, Churn Control.

- Instrumental in designing & implementing processes & audits during company’s ISO certification in 2003.
- Designated Tata Business Excellence Model Champion to drive quality standards at all organizational levels.
- Consistently achieved country’s best collection cycle closures in the circle at 99%.

Head of Operations of the IT Training Centre in Margao, Goa.

- Initiated franchisee development, procurement and vendor development, advertising & recruitments
- Designed and implemented market strategies, cross promotions & promotional campaigns

- Head of Marketing of Goa’s leading advertising agency, specializing in media relations, exhibitions & events.
- Conceived, marketed and organized trade exhibitions on Interiors & Exteriors & Consumer Electronics.

Accountable for managing inbound and outbound Holiday Operations Call Centre, leading a team of 20 operations executives & coordinating with 22 sales offices all over Saudi Arabia. Accountable for Customer Loyalty Programs.

- Designed tour packages for worldwide destinations, which were sold in all Gulf countries.
- Negotiated special deals for destinations, which were launched as Cost-Savers boosting off-peak season sales.
- Attained promotion from Team Supervisor to Assistant Manager within 7 months of joining.

- Designed tour packages for South Indian travel destinations, which were sold in Germany, Austria, Switzerland.
- Led several charter tour groups from German speaking nations on tours across South India.
- Managed end to end tours from arrival to departure & travel with the groups.

** Simultaneously engaged as Translator & Interpreter - German at
- Wiltech Software Solutions
- Peacock Software (P) Ltd., Kerala, India and
- Department of Tourism, Government of Kerala, India.