Customer Service Manager

• Sep 2015 - Present

Customer Service Manager

• Sep 2015 - Aug 2023

•Inter team coordination and driving SOP's & trainings modules with certification for all product lines through various touch Points for ensuring standardization •Continuous process improvement and enhancement related to FTTX process and hence drive customer experience enhancement •Analyze customer calls and complaints and identify improvement opportunities for continuous reduction in complaints for improving C-Sat •Lead manage resolution of issues related to cross functional teams by way of regular interactions and bringing down complaint % •Maintaining SLA Adherence of all sort of FTTX complaints and Request SRs. •Create training calendar for all state O&M/ Home Care/ CS resources and monitor Process adherence at all levels •Work with cross functions to drive RCA •Improvising and enhancement of FTTX customer experience >Reliance Jio Infocomm – State Enterprise Relationship Manager- Delhi NCR •Taking care of Large COCP Enterprise accounts mapped wrt. Service aspect •Managing entire life cycle of the Accounts mapped •Looking into the UnR of the accounts mapped •Bill Delivery And Collections •Service fulfillment •Meeting with Company Spocs wrt to Jio connections •Organizing service camps in accounts mapped >Reliance Retail (Dx Mini) - Madhya Pradesh - Area Manager •Managing Reliance Digital Express Mini Stores •Appointing Channel Partners. •Profitability of stores. •Assortment planning of Mobiles. •Coordinating with Land team for store acquisition. •Launching of new stores. •Sales, which includes Mobiles/Accessories and Web sales. •Staff recruiting and training with certification •BLT activities to drive foot fall. •Drive process compliance. •Employee Engagement activities Show less

Business Owner

• Dec 2011 - Jul 2015

•Setup of fine dining experience quick service specialty restaurant •Seating capacity 32 •Setup of fine dining experience quick service specialty restaurant •Seating capacity 32

Retail Head

• Sep 2010 - Nov 2011

Responsible for end to end retail experience at all the touch points, including the retailer points and to manage the Store Operations, Customer Service delivery at all the touch points, Service reach, and the Profitability of the circle retail business. •Team Sales Achievement & Financial Management (P&L of stores) •Driving the Postpaid/Prepaid Business thru Stores 30% of Circle Target •Ensuring Quality Customer service at stores. •Ensuring regular audits at stores & retail touch points. •Compliance of all Retail Processes. •Establishing a retail service framework and its deployment. •Driving Recharges and Vas & Data Revenue from stores •Devices sales through retail, 30% of Circle Business •Retail reach & Development •Regular & structured Team Reviews •Ensuring regular Employee Engagement activities (Fun Friday, Spot Competitions, etc.) •Team Management - Trainings and Certification. Developing leadership Show less

Circle Touch Point Lead

• Aug 2009 - Sep 2010

•Responsible for customer handholding & quality of service at the RMS / Other customer touch points. •Responsible for standardization of customer handling processes as per defined norms and SLA & thus bringing about the desired eradication of errors with enhanced C-Sat /Mystery shopping scores. •Benchmarking, Competition and other retail stores & experiences in order to deliver a better experience to walk-in customers. •Ensure smooth operations with right customer care delivery at RMS and other touch-points & necessary corrective action basis the feedback received from the customers. •To reduce repeat customer walk-in at the stores through higher First Time Resolution (FTR) and close looping of customer complaint / query within SLA. •Ensuring that RMS is equipped with adequate resources (systems with speeds & uptime / Ids / Processes / new launch rollouts, merchandising material and stocks by coordinating with the Retail Head, Sales Head and MARCOM Head. •Ensure immediate dissemination, briefing & Training of all Front End personnel for all new product launches / Processes / Systems etc. •Facilitate Life Cycle Management of Prepaid & Postpaid customers High Value customers. •Vendor Management for all Operational requirements (IT Infrastructure / In shop branding elements / External Signage’s / Employee Uniforms / Printing Related /Furniture & Fixtures. •Execution of Events and Promotions from stores thru identified vendors •Clearing and Processing of Vendor Invoices within defined SLA Show less

Head Vodafone Ministores Operations

• Jun 2007 - Aug 2009

•Roll out of 200 ministores across Haryana in the span of 0-8 months and mentored the expansion for North India circles as per business requirements involving below KPI’s•Driving PNL And ROI for Stores•Ensure smooth customer service delivery from these points •Quality and C SAT•MIS & Reporting •People Management •Vendor Management

Service Partner Manager-Call Center Operations

• Nov 2004 - Jun 2007

•Manage Outsourced Call Center (Finedge India ) for Prepaid and postpaid 700 seats and 3000 People •Optimizing cost –process enhancement to reduce calls/sub •Planning & Strategizing – Accurate forecasting for healthy partnership •Capacity Planning for different periods of time, according to the calls forecasted•Drive Performance Metric’s -- Ensure process targets for Customer Satisfaction, Service level, Abandon percentage, Shrinkage and AHT are well within control.•Quality -- monitor & maintain CTQ parameters •Prepare TNA and Action Plans on TNA for the agents •Control & Reduce Attrition•Payments – Timely release of payments to the service partner.•Vendor Management – Procurement and deployment of all essential materials for call center operations (Workstations / IT Infrastructure / Furniture and Fixtures / Communication) Show less

Customer Relations Officer

• Jan 2002 - Nov 2004

•Supervision of all the team activities related to customer relations including public relations, retention, shifting, welcome visits, recovery, attending customer queries and enabling faster resolutions of issues relating to activation of subscribers, and Implementation and Execution of the IVRS project for the Call Center at Touchtel, North (Delhi & Haryana) •Supervision of all the team activities related to customer relations including public relations, retention, shifting, welcome visits, recovery, attending customer queries and enabling faster resolutions of issues relating to activation of subscribers, and Implementation and Execution of the IVRS project for the Call Center at Touchtel, North (Delhi & Haryana)

Front Office Manager

• Feb 1999 - Jan 2002

•Supervision of all team activities related to front office (i.e.- reception, information, cash, reservation and Telephones), •To train the Team members about the process of functioning in the front officeSupervision of all team activities related to front office (i.e.- Reception, Information, Cash, Reservation & Telephones), •Business Development thru Travel Agents, Tour Operators And Corporate's. •Supervision of all team activities related to front office (i.e.- reception, information, cash, reservation and Telephones), •To train the Team members about the process of functioning in the front officeSupervision of all team activities related to front office (i.e.- Reception, Information, Cash, Reservation & Telephones), •Business Development thru Travel Agents, Tour Operators And Corporate's.