Experience

Indus Health Plus

• India
• Wellness and Fitness Services
• 200 - 300 Employee

• Head of Customer Operations

  • Oct 2013 - Present

  • Liaise with business unit leads/ supervisors to make decisions for operational activities and set strategic goals • Currently managing a team of 105 members with coordination across 300+ centers within India and a center in Dubai • Plan and monitor the day-to-day running of business to ensure smooth progress • Supervise staff from different departments and provide constructive feedback • Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements • Oversee customer support processes and organize them to enhance customer satisfaction • Revise and/or formulate policies and promote their implementation • Evaluate overall performance by gathering, analyzing and interpreting data and metrics • Ensure that the company runs with legality and conformity to established regulations • Overlooked Operations, which is split into Facilitation and Sales. Considering Indus Health Plus deals with Multi Level Marketing and Corporates, it caters to Health and pre diagnosis, the Call center does Sales, Renewals and Post Sales facilitation in-terms of scheduling Health Checkups at tie up Hospitals. Show less



Serco Group PLC

• Pune Area, India

• Manager of Operations

  • May 2011 - Oct 2013

  • Handling 2 processes for Idea Cellular and Vodafone • For Vodafone – Handling the entire Enterprise Back office Operations which caters to Corporate customers. It includes Written communication and Provisioning activities with end to end resolution. • TAT management , Quality metrics, Customer Satisfaction are some of the key parameters that are handled. • Total number of agents -225 with a support staff of 20 • For Idea Cellular- Handling the operations for Inbound and Sales process for Maharashtra Goa and Mumbai. The Inbound process inculdes taking care of the Voluntary proces, Welcome call and Collections. • The sales process includes pitching for various campaigns and packages. Show less



Idea Cellular Ltd

• India
• Telecommunications
• 700 & Above Employee

• Sr.Manager Head Postpaid Retentions

  • Aug 2001 - Jul 2010

  • Handled overall Circle Postpaid Retention • Controlled Churn with offering various plans and empowerments which help reduce churn to an all time low of 1.98% • Managed the Customer Life cycle Management, which took care of Voluntary and Involuntary Churn. This was an Outbound process which was manned by 30 agents • Welcome call and Welcome letter was also part of the CLCM activity • Effectively reduced Zero usage with usage enhancement tools which helped improve Revenue. • With the onset of MNP, base segmentation done based on ARPU and ARR and thereafter strategic planning implemented • Customer profiling done based on AON and monthly ARPU • Initiated ways of improving CPV negatives cases which had its impact on overall Churn • Segmented approach done for reducing Churn which looked at Enterprise and Retail base separately • Handled the loyalty base with the lowest churn • Involuntary churn- Time based and Value based were tracked and analyzed which looked at Bill cycle and AON separately • Dunning-> Temporary disconnection-> customer churn—all stages of customer cycle analysis done with appropriate intervention. • Actively involved with ISO preparation for all affected processes. Show less