Experience

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  ACT FIBERNET

  • Bangalore

  • General Manager Credit, Customer Experience, Sales and Life cycle management

    • Jun 2018 - Present
    • Bangalore

    Leadership team member, responsible for delivering Net Addition and Revenue growth for Karnataka BusinessSuccessfully met and exceeded quarterly and annual Net add and Revenue growth targets, driving a 15% increase in profitabilityLed upselling initiatives, resulting in 20% increase in upsell revenue within the first six months.Achieved a 20% reduction in customer churn rate through the development and execution of effective churn management strategies.Introduced alternate streams for sales generation through Service delivery and CCNR function. Collectively adding 3000 new Sales to the businessImproved collection efficiency, increasing the monthly recovery rate to 96% and recovering 70% of the overdue accounts.Effectively managed and retained a team of 125 CCNR Executives, achieving a 27% increase in team productivity while reducing employee turnover by 24%.Continuously monitored and improved customer satisfaction scores, resulting in a significant increase in overall customer satisfaction. Led automation projects for the business, was instrumental in designing and developing the Customer APP and ProAct toll to improve collection efficiency. One of the core members in the CXM projects with multiple automation initiatives. Designed, documented and rolled out Credit, Collection and Retention process for the group.

• 

  ACT

  • Bangalore

  • DGM Customer Service

    • Mar 2013 - Jun 2017
    • Bangalore

    Managed broadband and digital customer service operations, ensuring KPIs and C-SAT > 90%.Led a team of 150 Customer Care executives, boosting retention and productivity.Introduced Tele Sales with a 10-seater desk and grew it up to 50 seats generating a monthly business of 4000 sales and revenue of 36 Lakh Achieved a 20% reduction in customer complaints resolution time, resulting in increased customer satisfaction and NPS.Implemented strategies that led to a 20% decrease in repeat customer calls, enhancing the overall customer experience.Proactively improved processes, resulting in 12 new SOPs, contributing to a 25% increase in quality and efficiency.Managed CAF documentation and compliance for all three business, Retail, Community and SME

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  Vodafone India

  • Senior Manager Customer Experience

    • Jun 2010 - Feb 2013

    Handling complete operations for 800+ employees spanning 5 centers in Hyderabad, Bangalore and Vijayawada with a daily volume of 1 lac callsEnsuring the enhancement of efficiency and effectiveness by overseeing operations and coordinating with support teams.Maintaining Calls per sub @ < 0.20 Abandon < 5%C-SAT & Quality > 90%, Responsible for implementing and directing policies, programs and operating strategies consistent with the company’s requirements.Managing new projects, Identifying and specifying development and improvement of new system For Work Force Management, Call Volume Forecasting, Manpower management and staff development programs.Mandating Retention for every Churn request received at Customer Care. Ensuring all MNP port in customers is dealt with extreme care and that all MNP port out customers are retained with special retention plans and packs.Providing timely VOC to the Management and Marketing team.Up selling and Revenue generation through Outbound team

  • Manager Retention and Relations

    • Mar 2008 - Jun 2010

    Customer Life Cycle ManagementChurn and Revenue Churn ManagementOutbound – Preventive Churn0 to 90 days Relationship Management – New AcquisitionsThreat Base salvage – CPMRing Fencing activity for High Arpu/High Aon SubsMNP – Port Out salvageHNI RelationshipSME RelationshipUp-Selling Process CorrectionsPromotion of Blackberry services and DonglesWIN – Back ActivitiesEnsure a substantial decline in customer complaint incidenceTrack resolution of specific customer issues requiring immediate redressal Ensure regularity of MIS on Customer Life Cycle ManagementMIS to the management summarizing the results & highlighting the improvement areas/actionsEmployee Retention, Training & Development

  • Manager Customer Service Enterprise Business

    • Apr 2006 - Feb 2008

    Complete Customer Life Cycle Management/Customer Relationship Management.End to End Churn Management (Involuntary & Voluntary) Monthly analysis of revenue, Net, Market Share, Key Performance Indicators, Return on Sales, and highlight the areas for improvement.Revenue Enhancement & Customer Loyalty Complaint management (Technical & Non- Technical) Front End Touch point management for Complaints and RetentionsAnalyzing usage pattern of High value customers to offer Best Fit Plans and retention tools.Accountable & responsible for implementing retentions activities - both at circle level & at cluster level, leading to driving robust prevention Programs & reduction in churn – including monthly win-back Programs of the barred & suspended baseMaintaining Strong relationship / network with all Corporate customers & ensuring coordination with different business units to provide best in class services to High Value Customers.Roll out of all processes relating to post-Sale life cycle management of customers, ARPU enhancement of existing High Value baseHigh Value Customer Retention and ARPU enhancement through development and engagement programmes.

  • Deputy Manager Retention

    • Jan 2005 - Mar 2006

    Customer Life Cycle ManagementChurn and Revenue Churn ManagementOutbound – Preventive Churn0 to 90 days Relationship Management – New AcquisitionsThreat Base salvage – CPMRing Fencing activity for High Arpu/High Aon SubsMNP – Port Out salvageHNI RelationshipSME RelationshipUp-Selling Process CorrectionsWIN – Back ActivitiesEnsure a substantial decline in customer complaint incidenceTrack resolution of specific customer issues requiring immediate addressalEnsure regularity of MIS on Customer Life Cycle ManagementMIS to the management summarizing the results & highlighting the improvement areas/actionsEmployee Retention, Training & Development

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  Spice Telecom

  • Bangalore

  • Asst. Manager Customer Relations

    • Apr 2002 - Dec 2004
    • Bangalore

    Call center ManagementImplementation of the overall Customer Quality StrategyTrack resolution of specific customer issues requiring immediate addressMinimize Repeat calls on complaints To hold regular calibration session with the call center counterparts, provide constructive criticism and feedback on vital areas of call quality and performance To benchmark the quality standard with the market trend on an on-going basisMIS to the management summarizing the results & highlighting the improvement areas/actions

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  BPL Mobile

  • Kerala

  • Franchisee Coordinator

    • Dec 1998 - Mar 2002
    • Kerala

    Retail Management/OperationsChurn ManagementCorporate and HNI RelationshipActivation & CAF ManagementCredit Verification/Collections

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  Abad Group of Hotels

  • Kerala

  • Guest Relations Manager

    • Jun 1996 - Dec 1998
    • Kerala

    Responsible for Front Office Management and Guest Relations