Manager
TELENOR
Total years of experience :22 years, 3 Months
Manager - Prepaid CAF Management, DoT TERM & Appellate \[Kolkata/NE/Assam (Nov’09-Nov’12) and MH &Goa (From Nov’12)\]
VESL - Vodafone Essar Spacetel Limited Apr '08 - Nov '09
Senior Executive - PostPaid & Prepaid Support (Orissa)
Role: • Held the responsibility of leading core team and handling CSD processes in Orissa
• Looked after the activation of new connections & provisioning (Prepaid & PostPaid) of various Value Added Services for the Customer Account Management
• Oversaw end-to-end prepaid verification process as per DOT guideline
• Managed the entire gamut of functions encompassing: o Monitoring & controlling of DHL (Dealer Helpline)
o Imparting back-end related training to Call Centre to increase the FTR's percentage at the first instance
• Liaising with other verticals of CC and cross functional departments
Highlights
• Played a pivotal role as integral part of: o Launch Pilot Team in launching the products in Orissa Circle
o Corporate POS Team and launched Tactical IPOS in Orissa to capture & register all customer details
• Holds the distinction of being awarded with Vodafone Super Star for the year 2008/2009 for exceptional performance
VEEL - Vodafone Essar East Ltd. Mar '05 - Mar '08
Executive - Customer Care (Backend Operations -Kolkata)
Acquisition Management
Role: • Performed UAT for end-to-end activity of IPOS for new products
• Essayed a key role as part of Corporate POS Team and successfully launched tactical IPOS in 1Kolkata to capture all customer details; handled verification process for PostPaid and inventory process for Prepaid
Highlights
• Merit of receiving the Employee of the Month Award for June & Sep '07 for exceptional performance
• Took part in Hutch Inter-football Competition held in CCFC, Kolkata and won the game
• Distinction of obtaining 96% resolution of queries / complaints in first attempt (FTR) & closed other within specific TAT
• Steered efforts for ensuring: o 100% activations within 48 hrs & VAS activations within 24 hrs as per SLA defined by company policies
o 100% audit on PostPaid & Prepaid CAFs within next 4 working days
PREVIOUS EXPERIENCE
HUTCH, Kolkata (Outsourced by Shomuk Engineering & Consultation Services) Mar '02 - Mar '05
Customer Care Officer - Customer Care
• MBA (Marketing) from Sikkim Manipal University in 2009
• B.Com. (Hons.) from Calcutta University in 1999