Vice President
Reliance Jio for India
Total years of experience :21 years, 5 Months
I enable the state teams to deliver revenue through mobility, Internet Leased Lines, MPLS, Jio phones as a composite solution to enterprises with over 500 crore turnover.
Handling a revenue target of 4500 crores.
Reliance Jio Private Cloud Head Customer Support India
Responsible for entire operations and P&L.
•Achieved EBIDTA Positive in 15 months from startup. Complete ownership from inception to implementation. Achieved exponential market growth @$ 2 Mn in 12 months. Customer retention at 82% and a repeat purchase at 64% best in class.
•Strategic Planning and Direction :
•Pioneered in India the Organic food and Ayurveda category in ecommerce
•Focused on Content and quality for user friendly browsing
•Payment gateway uptime at 98.9%
•Initiated free online consultancy by Ayurvedic Doctor Panel
•Complete knowledge base of 1000 herbs with details of usage and benefits.
•Changed the entire logistics module thereby reducing costs by 18% and increasing efficiency by 27%.
•Leading a team of 46 employees
Responsible for Best in Class Customer experience at all touch points. Achieved .Process changes in the entire supply chain network. Customer Satisfaction Index increased from 42% to 82% in 6 months. Re-Engineered Quality standards and Logistics.
Process Improvement and Ideation:
•Using six sigma technique changed 21 customer facing processes
•Six Sigma score moved from 2.6 to 4.1
•Created and implemented a complete structure for vendor management
•Initiated CROP (Customer Reach out Program) which helped the entire organization to align towards customer satisfaction.
•The click to conversion ratio increased by 30%.
•Initiated a new concept in Social Media Marketing
•Tied up with all the best Brands in India for Ayurveda and Organic categories
•Indirect responsibility of online and readers offer revenues in indiatimeshopping.com to the tune of 360 crores
Responsible for Customer Service Delivery - 8 Million Customers
CIG (Customer Interface group- Call center operations) with more than 3200 agents)
Service Management Group(Complete backend operations from Activations to credit risk management and collections)
Showroom Operations(27 Franchised showrooms)
Service Marketing(Customer Loyalty and Retention, Churn, cross selling and up selling)
Business Intelligence and service standards
•Rated by IMRB ( independent survey agency) as best Customer service across India with respect to competition
•Customer feedback indicated an Index of 4.1/5, which is best in class
•Developed gold and platinum class customers with personalized service after analysis from business intelligence
•Customer wait time at showrooms reduced from 28 minutes to 8 minutes
•Leading a team of 525 employees
Responsible for Sales, Marketing, Collections, Customer Service, Finance and Administration for Nagpur and Pune Regions
•Drove a sales and marketing strategy which resulted in Highest sales across all regions in India
•Responsibilities in Sales were Enterprise Sales, Distribution, Direct Sales and Marketing.
•Achievement :
•Cross polarized sales and Network Planning resulting in achievement of annual operating plan within 7 months
•Initiated a distribution strategy( increase from 12 distributors to 44)
•Annual revenue: 498 crores
•Ideated and innovated a ward wise sales and network strategy which was also replicated throughout India as a best Practice.
•Leading a team of 72 employees.
•Business Manager
•Idea Cellular Telecom June2000 - June 2004
•Launched Nagpur region for Idea Cellular(erstwhile Birla Tata AT&T)
•Engaged in extensive team building and technology trainings
•Built the entire sales, marketing, network IT, Customer service teams
•It was a launch stage. In year 2000 achieved overall postpaid revenue of 45 crores
•In year 2004 reached revenue of 228 crores
•Leading a team of 35 employees
•Achievement: Overtook competition in barely 6 months from Launch (Competition existed two years prior to our launch) in Customer market share and Revenue market share.
Telecom
Responsible for Sales of Medical equipment’s: CT Scanners, MRI, Cath Lab.
•Technically Trained in Germany for a year ( in Parts)
•Handled Maharashtra, Goa, Gujarat and Madhya Pradesh states
•Achievement
•Bagged the single largest government sales order of $9Mn
•Promoted thrice in the span of 6 years
•Was awarded through a paid Executive MBA from IIM Bangalore
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