Experience

Airtel Business

• India
• Telecommunications
• 700 & Above Employee

• Regional Business Head ,SAARC And China

  • Sep 2022 - Present

  India



airtel

• India
• Telecommunications
• 700 & Above Employee

• Head of Customer Experience - Strategic & Govt accounts

  • Feb 2018 - Sep 2022

  Gurgaon, Haryana, India • Responsible for the Relationship Management programme for the Top Corporate Accounts categorized as Strategic & Govt. vertical with yearly Revenue of 640 Cr. • Handling a Direct team of 30 service professionals from Service and technical background and a team of partner employees. • Operational Execution – Leading team for overall Account Management with key parameters of service deliverables on Voice & Data (ILL/MPLS) along with the monthly collections of overall portfolio. • Credit… Show more • Responsible for the Relationship Management programme for the Top Corporate Accounts categorized as Strategic & Govt. vertical with yearly Revenue of 640 Cr. • Handling a Direct team of 30 service professionals from Service and technical background and a team of partner employees. • Operational Execution – Leading team for overall Account Management with key parameters of service deliverables on Voice & Data (ILL/MPLS) along with the monthly collections of overall portfolio. • Credit Assurance- Driving the monthly collections performance of overall portfolio for all 3 LOB’s as per buckets and through ensuring the collections protocols gets followed and conduct meetings for the same • Vendor Management- Ensuring the service deliverable’s are met through vendor employess as per standards and SOP’s • Customer Engagement- Scheduled meetings with Corporate leadership team to create positive perception of brand and to enhance the relationship building for the recurring business • Collaboration - Major responsibility include to liaise with cross functional teams and ensure the dependency, co-ordination and integration between teams are managed.

• Circle CE Head – Strategy, Govt & Major Accounts

  • Jul 2016 - Feb 2018

  Hyderabad Area, India • Responsibility -Accountable for the Relationship Management program for the Top 500 Accounts categorized as Strategic & Major accounts with Rs 280 Cr annual revenue. Also Managing Complete AP & TS Govt Portfolio of 1000 departments with Rs 100 Cr Annual Billing. • Responsible for overall Account Management with key parameters of service deliverables on Voice & Data Complaints (ILL/MPLS) & for Collections and Base retention of Overall Portfolio • Key Win – Collections of Rs 6 Cr bad-debt… Show more • Responsibility -Accountable for the Relationship Management program for the Top 500 Accounts categorized as Strategic & Major accounts with Rs 280 Cr annual revenue. Also Managing Complete AP & TS Govt Portfolio of 1000 departments with Rs 100 Cr Annual Billing. • Responsible for overall Account Management with key parameters of service deliverables on Voice & Data Complaints (ILL/MPLS) & for Collections and Base retention of Overall Portfolio • Key Win – Collections of Rs 6 Cr bad-debt from Govt Department(AP IT Department) which was long due along with Retention of 15K nos and Streamline Overall Collections Process for Govt Vertical to ensure 100% Collections with close co-ordination with business team. • Key Win- Streamlined the overall Expereince process through consistent working on SOP’s along with close co-ordination work with circle Business team which was acknowledged and appreciated by CEO. • Key Win- Cross Functional Teams were created and lead with Marketing and Network to counter competition entry

• Head of Corporate Services(Key accounts)- DGM

  • Dec 2014 - Jul 2016

  AP & Telangana • Handling revenue of Rs 250 MN Billing for Post-paid, Wireless 3G, Dongles, Fixed Line, Broadband, Data collection across business verticals of SMB • Leading team of 14 On-rolls employees & a partner 50 relationship managers on field covering AP & Telangana managing corporate customer experience • Managing Corporate Customer Life cycle end to end • Successfully Driven Serve to Sell Model in AP in SMB Vertical • Manage corporate customer’s perception about our services and… Show more • Handling revenue of Rs 250 MN Billing for Post-paid, Wireless 3G, Dongles, Fixed Line, Broadband, Data collection across business verticals of SMB • Leading team of 14 On-rolls employees & a partner 50 relationship managers on field covering AP & Telangana managing corporate customer experience • Managing Corporate Customer Life cycle end to end • Successfully Driven Serve to Sell Model in AP in SMB Vertical • Manage corporate customer’s perception about our services and brand • Churn and Collections for both Voice and Data LOB • Deliver best in class customer service experience from delivery agency by facilitating partner,developing modules to address agent TNI(training needs) w.r.t skills,knowledge • Overall governance of the process to increase process efficiency

• Sr. Manager - Corporate Service Experience

  • May 2013 - Dec 2014

  Gurgaon, India • Responsible for the Post sales life cycle of Small & medium segment of Delhi corporate accounts. • Leading team of 9 on rolls employees & 2 Partners with 150 RM’s on field covering Delhi & NCR • Responsible for efficiency enhancement of the RM’s on field to enhance the service deliverables • Responsible for the SMB accounts complaint management and to lay down the proactive processes to minimize the repeat complaints • Acquisitions – Successfully implemented Serve to Sell Model… Show more • Responsible for the Post sales life cycle of Small & medium segment of Delhi corporate accounts. • Leading team of 9 on rolls employees & 2 Partners with 150 RM’s on field covering Delhi & NCR • Responsible for efficiency enhancement of the RM’s on field to enhance the service deliverables • Responsible for the SMB accounts complaint management and to lay down the proactive processes to minimize the repeat complaints • Acquisitions – Successfully implemented Serve to Sell Model through service partner • Responsible for partners ROI’s, ensuring timely business reviews with partners to make sure we achieve business excellence. • Responsible for maintaining quality hygiene with frequent QOS audits

• Head Active - Retention & Collections

  • Dec 2009 - Apr 2013

  Gurgaon, India • Responsible for the Post Paid Mobile Churn & Bad-debt for the Delhi circle • Driving the National TC partners to reduce the gross suspension flow to later buckets • Monitoring on 0-4 month churn customers, tracking the health of new activations with decay analysis, identify the frauds and penalize the channel partners • Responsible for Monthly/Weekly business MIS and report to middle and top management with in-depth analysis on the Postpaid data to identify small gaps to improve the… Show more • Responsible for the Post Paid Mobile Churn & Bad-debt for the Delhi circle • Driving the National TC partners to reduce the gross suspension flow to later buckets • Monitoring on 0-4 month churn customers, tracking the health of new activations with decay analysis, identify the frauds and penalize the channel partners • Responsible for Monthly/Weekly business MIS and report to middle and top management with in-depth analysis on the Postpaid data to identify small gaps to improve the Processes with projections • Cross-functional communications/interactions for process enhancement by way of highlighting the process gaps and stitching them • VIP Base Management and Bad debt Recovery • Team & Channel Management and Inter Departmental coordination • The budget for Active Collections is to be maintained as per the AOP

• Assistant Manager

  • Jun 2008 - Nov 2009

  Gurgaon, India Customer Winback and Collections for B2C customers for Delhi & NCR

• Senior Executive

  • Sep 2005 - May 2008

  New Delhi Area, India Responsible for Managing the Life cycle of Platinum and VIP Base which includes Service and Collections of the Top Influential people of the society using Airtel Mobile services.



TEAM LEASE SERVICES PRIVATE LIMITED

• India
• Staffing and Recruiting
• 300 - 400 Employee

• Team Leader- Retentions

  • Jul 2003 - Sep 2005

  New Delhi Area, India