Assistant General Manager
SuKam Power Systems Ltd
Total years of experience :21 years, 5 Months
Quality: - Ensuring implementation and adherence to process guidelines by doing internal process audits. Preparing RCA and implementing the action planning along with the process owners to improve the customer satisfaction scores. Driving improvement projects to improve the overall efficiency of the processes. Ensuring Agents Daily/weekly/monthly call audits, Bucketisation basis the Quality scores, Minimise the difference between Internal and External Quality scores, Movement of bottom quartile agents, Timely feedbacks, measuring the efficacy of feedbacks, Reduction in Repeat defaulters, Call Calibration activity, C-sat Survey, Mystery Calls& Audit, and Process Audits.
•Operations: - Customer life cycle management, Customer/Service Partner On-boarding, After sales service / support, Contact centre operations- Inbound/Outbound, Instant customer feedback (ICF), Repeat Call reduction, Revenue enhancement, Partner management, Service provisioning, Documentation management system, Monthly pay-outs, Complaint management, Retention and Collections, Showrooms Handling and Process audit & compliance
Telesales:- Pan India
•Training: -
•Responsible for end-to-end certification for all the new hire employees on various company products and processes.
•Designing Standardized training and quality related processes and reporting formats Pan India.
•Designing Standardized outbound telesales and sales scripts to enhance the sales leads.
•Responsible for OJT targets and field coaching of the sales executives to enhance the overall productivity.
•Managing various partners and driving productivity of 550 FTE’s in multiple contact centres Pan India.
•Lead generation i.e. 4 lead/day/agent with Quality scores 85%.
•Content Development, Refreshers basis the TNIs, TTT programs, Trainer Certification and Preparing Training calendar.
•Measuring key parameters of performance like Batch Certification and throughput, OJT performance vs. targets, Refreshers Efficacy vs. Repeat Defaulters, Call Quality vs. Voice of the customer, Call Calibration and Barging vs. Call quality scores, Employee engagement activities vs. Attrition / Shrinkage of the employees, Customer on boarding vs. complaints w.r.t wrong service provisioning and Quality scores.
•Strong coordination with Sales and Operation team to understand their requirement and conducting field visits as and when required to ensure adequate field support.
•Quality:-
•Handling transactional audits and process compliance.
•Ensuring Process audits and implementing action planning with the help of process owners to improve quality, Csat scores.
•Conducting calibrations with internal and external stake holders to minimize the variance.
•Conducting PKT’s, Maintaining Forced sale less than 10% and sharing daily VOC on non-visited cases.
•Designing and implementing innovative strategies and solutions to improve the Quality of processes.
•Conducting monthly reviews across all partners.
Dec’12 to Apr’13 MTS-Sistema Shyam Teleservices Ltd, Senior Manager Lucknow-UPE &West
Dec’10 to Dec’11 MTS-Sistema Shyam Teleservices Ltd, Manager- Sr.Manager Lucknow-UPE &West
Handling Training vertical for Punjab, H.P and Jammu & Kashmir.
•Responsible for Conducting Regular Product & Process trainings for all front end and Field staff, Team Leader’s, Sales Team and Call Centre’s along with scripts & FAQs in place.
•Develop content at the local level for rolling out training as per TNI generated through Quality Audits, Mystery shopping reports, Product knowledge tests and CSAT results.
•Responsible to ensure the usage of Knowledge Portal, Managing question bank, conducting online product knowledge tests, corrective action planning for bottom achievers and KM ID management process.
•Assist the Circle Service Delivery team to Roll out I.T transformation projects - Call Centre Migration, Service Centre Migration, CRM through proper UATs.
•Training Process Audit on Monthly basis to check the Implementation and compliance of processes.
•Managing Retainers and timely reporting to corporate office by sending Monthly MIS on training.
•Quality:-
•Ensuring Agent’s daily/weekly/monthly calls Audits.
•Agent Bucketisation basis the quality scores
•Responsible for Bucket movement of Bottom quartile agents by Effective and Timely feedbacks
•Reduction in repeat defaulters
•Publishing Audit scorecard and Timely Review with partners and various stake holders.
•VOC session with CSD and Vertical Heads
•Conducting Showroom audits and field visits to drive Improvement in the Customer satisfaction scores, showroom experience to be measured by rolling out PIB Process (Professional Interaction Behaviour) and instant feedbacks from customers in Showrooms.
•Functioning as a part of the team involved in transitions & process migration.
•Actively participating in execution of quality improvements projects for continual improvements
BCU and Service Marketing Chandigarh
Key Deliverables
Handled Service Marketing (SM)
On boarding process, Activations, Complaint management, Health check call, Documentation management system, Service Provisioning, Installations,
Address and Credit verification
As a
Accolades and Achievements
•“Excellence Award” for Attaining No.1 Position Pan India in Training for Q2, Q3, Q4-2011 and Q1-12 continuously and No.2 in Q2-12 (MTS-Sistema Shyam Teleservices Ltd.)
•Attained No.3 Position in Nov’12, No. 2 in Dec’12 &Jan’
Pan India-
Managing the National portfolio of After sales Support, Training, OJT, Complaint Management, NPS, Mystery shopping, Customer satisfaction, Data validation, Service Partner On-boarding, Invoicing, Monthly Pay-outs, Revenue collection and enhancement, Close Looping, CRM management &Automation's, Putting controls to eliminate Revenue Leakages, Stock reconciliation, Call forecasting, Forecasting of MSL (minimum stock level), Inbound & Outbound contact centre, Process Quality and Audit vertical.
•Responsible for Service Partner Life cycle management (On boarding to reconciliation of Stock during exit).
•Proactive action planning to lower down customer concerns, handling Escalations and taking end-end ownership to manage / enhance customer expectations.
•Responsible for closing and achieving the Spares and Battery calls with in defined TAT and SLA.
•Monitoring Engineer’s productivity, Daily complaint closures and Revenue targets.
•Responsible for Service Partners Monthly pay-out’s and managing their Invoices as per the agreement.
•Responsible for setting targets for Out Warranty Spare sale and AMC collection on monthly basis.
•Proactive approach to forecast the Battery and spare requirement to handle the total complaints.
•Monthly reporting to Finance and Higher Management about Service revenue and expenses.
•Keeping and Hawk eye on Cost per call on Monthly basis.
•Responsible for Training, Content, OJT, TTT and Quality assurance.
•Designing training process, formats and lesson plan, certifying the new hires before joining the business partner teams.
•Conducting Training programs for various verticals on Process Improvement and Customer Experience.
•Responsible to identify the opportunity area and bridging the gaps through automation's to eliminate the revenue leakages.
•Responsible for CRM management, identifying opportunity areas and creating process’s for Automation's.
•Set up the Data QC vertical and outsourced partner to conduct Mystery Shopping and Close looping the complaints to enhance the customer satisfaction.
•Preparing quality sheets, conducting calibration and driving improvement projects to improve the overall efficiency of the processes.
•Active monitoring and performing health checks to Improve Customer satisfaction and NPS.
•Process re-engineering basis the customer voice/ Csat / NPS scores.
•Preparing RCA and implementing the action planning along with the process owners to improve the customer satisfaction scores.
•Preparing and validating questionnaire to conduct the customer satisfaction surveys.
•Conducting the UAT for the new product launch
Responsible for the Induction training programme of the entire new hire employee’s i.e. Sales team, Partner/Vendor, showroom executives, Agencies Manpower and Internal Employees.
•Trainer certifications and process audit on monthly basis.
•Ensuring refresher training and coverage of 100% manpower (planned vs. achieved), responsible for Bucket movement and reduction in repeat defaulters.
•Accountable for conducting TTT Programmes for the Sales trainers, contact centre trainers and Zonal customer service team.
•Developing Content and Training calendar basis the TNIs and Circle Specific Training Needs.
•Responsible for the usage of Knowledge Management portal.
•Conducting JKQ/ PKT, regular workshops on various products and Handsets for channel partners and Distributors.
•Single point of contact for all the queries related to products, Offers and New schemes.
•Operations :-
•Responsible for Contact Centre Key KPI’s like Service level; 80:20, PKT: 85, Accurate Call forecasting, Revenue enhancement through in-bound up selling.
•Csat score improvement over the previous quarters, VOC sessions to Circle Head, HOD’s & Vertical Heads.
•Partner Management: - Ensuring healthy relationship with Business Partner, Validating Invoices and ensure regular pay-outs to Business partners, Conducting Monthly/Quarterly Business reviews and Process audit compliance.
•Quality:-
•Generating Monthly TNI’s and agent rankings basis the quality scores.
•Ensuring Agent’s daily/weekly/monthly calls Audits, Reviewing performance on weekly basis and Publishing Audit scorecard.
•Call Calibration activity with Internal and External agencies to minimize the variance.
•Effective and Timely feedback, Identifying and working closely with repeat quality defaulters.
•Conducting process audit, Preparing RCA and implementing the action planning along with the process owners to improve the customer satisfaction / CQ scores.
•Initiating projects to ensure the departmental performance against assigned goals.
•Responsible to ensure the usage of Knowledge Portal, Managing question bank, conducting online product knowledge tests, corrective action planning for bottom achievers and KM ID management process.
•Conducting showroom/retail audits to evaluate both physical and customer interaction related parameters i.e. Look & Feel, Greeting, Hold procedure, Problem resolution, Interaction & Etiquette, Up selling and Closing to increase the Mystery Audit Scores
•Initiated a project on “SMS SELF HELP” and the same got replicated PAN INDIA.
•Initiated a project on “Learning thru Videos” and the same got replicated PAN INDIA.
•Certified Trainer on “CRM Transformation Project” FY-2009 (Idea Cellular Ltd.)
•Achieved “Excellence Award” in 2009 for creating standardized tool of knowledge portal (Eureka) for Punjab and J&K Circle. (Idea Cellular Ltd.)
•Six Sigma Yellow Belt Certified - 2008 (Idea Cellular Ltd.)
•Certified Process Auditor
Graduate-