ER Business Head
Reliance Communications Limited
Total years of experience :20 years, 8 Months
•Spearheaded Integrated Customer Operations and facilitated timely service delivery and uptime management as per defined SLAs
•Assessed and implemented effective CRM solutions to enhance customer contentment and loyalty and consequently repeat & referral business
•Demonstrated excellence in ensuring maximum customer satisfaction by providing pre / post technical service assistance
•Lead the Core Team for creation of Process documents for Corporate and Retail Service Delivery for various connectivity services and post delivery Service Assurance processes
•Planning and strategising Collections from all aging buckets to make cash realisation for healthy bottom-line
Core Competencies
•Proactive, Result focused
High initiative level
Customer Service Delivery
Sales, Customer Service and Collections
Operations/SLA Mgmt
Escalation Management
Customer Retention
Root Cause Analysis
Benchmarking across industries
Team Building & Leadership
Custodian of customer experience
Proven performance in striving to achieve CSAT targets by devising and ensuring implementation of cross functional action plans
•linking corporate vision with the delivery of desired results through empowerment, development and utilization of people, process and technology.
•A strong motivator and team player with effective leadership, communication, decision making, problem solving and interpersonal skills.
•Continuously gathering feedback from customers, front-line employees and other stake-holders to use the same for further improvement in Service
• Managing Customer Life-cycle by ensuring Service Delivery SLAs and TATs across all customer touch points exceeding customer expectations
•Ensure control mechanisms by reviewing the current processes with strict adherence to SLA and quality sensitivity
•Aligning of varying business units and improving consistently policy/process to meet customer expectation and aim at customer delight
•Identification and mitigation of all customer facing defects by managing all direct and indirect customer facing and back-end channels.
•Monitor and manage overall operational efficiency by ensuring compliance to defined SLAs, policies and processes
•Identification of training needs, preparing training manuals and cross training initiatives to meet business & operational needs
Customer Service, Developments
Responsibilities
•Business requirement gathering, conceptualizing for re-engineering, process modelling, mapping, gap analysing and documenting end-to-end service delivery and assurance processes for managing multiple complex orders of corporate product and services(e.g. IP VPN, ATM/FR, MPLS VPN, IPLC, NPLC, Internet access, IDC, Last mile access) as per TL 9000 specifications after benchmarking major telecom best practices
•To guide CRM technical consultants for URS development, module delivery and UAT before releasing to user
•Clean up, reconcile and management of entire corporate and retail customer database and their circuit/equipment data in the CRM and thereby allowing it to track all resources of physical assets, owned or leased
•Created an international bandwidth database and linkage between various segments to provide end-to-end visibility and proactive monitoring of customer links enabling an enterprise-wide view of bandwidth inventory
•Customer meets, dip sticks and satisfaction surveys to get the market feedback on service delivery
•Enhanced Call Centre operations through the implementation of enhanced technologies, advanced process methodologies, better management of resources and training of staff which resulted in improved customer retention and satisfaction
Achievements
•Driven business transformation in the service provisioning processes and devised certain principles(Cardinal Rules) based on which the whole of CRM was built
•Created process document for 15 plus complex corporate services and got the sign-off from all stake holders
•The CRM developed on ‘My SQL’ has been designed for comprehensive functionality of product catalogue, customer management and workflow management; process document created was taken for TL 9000 and further TBEM assessments
•Resolved the long-pending issue of reconciliation among billing, operations and provisioning database; included the billing, network performance and SLA management in the CRM
•Provided the necessary training and capabilities which enabled agents through their support and management staff to deliver better service to their clients
HQ DGM - Marketing (VAS Services)
Responsibilities
•Heading the Product Management for the whole range of Corporate and Retail products and services
•Handling the advertising and market survey agencies
•Liaison with Customers and Regional Sales team for product promotion, pricing and sales closure
Achievements
•Created more than 15 new products each for corporate and retail segment of customers; reduced the cable bandwidth price lower than satellite bandwidth for the first time
•VSNL monsoon offer was a highly successful launch of renewed internet access product
•Won a case in TDSAT which was filed by ISPAI against the monopolistic practice of VSNL as PSU. Prior to this, VSNL had lost the case with TRAI quashing the service tariff declared for its services
HQ DGM - Strategic Alliances (VAS)
Responsibilities
•Creation of a joint venture ICO India ltd for marketing of GMPCS services in Indian sub-continent
•Creation of a 100% owned subsidiary called VSSL for hiving off all Value-added services of VSNL
•Handling and fulfilment of all new customer requirements in the retail and corporate space
•Product management responsibility for new and value-added services introduced by VSNL
Achievements
•Both the joint venture and the subsidiary Cos were created and established within the given timeline
•Worked with major consulting firms which was an enriching experience
•Extensively worked on reduction of price tariff for various services e.g. IPLC, dial-ups etc
ER
Procurement of chemicals, lubricant additives, spares for LPG bottling plant
•Import of LPG plant capital goods, LPG steel and various spare parts and additives
•Maintenance of stocks to optimum level
Achievements
•Supply of project items and raw materials within strict timeline
•Automation in inventory handling and maintenance.
•Promoted to Sr Officer from Officer
in
1st class
1st class