Experience

eMentalist Outsourcing Services Pvt. Ltd.

• India
• Outsourcing/Offshoring
• 1 - 100 Employee

• Chairman & Managing Director

  • Jul 2015 - Present

  Strategic:- Identify, Analyse areas of Market Development- Define market specific Business Objective - Planning & Budgeting- Brand building in line with our Vision & Mission- Build & Implement strategy - Defining terms of business- Business Development - Marketing Campaigns Management & People Development:- Defining & Implementing CoC & CoE in line with Brand- Building the ‘A’ team- Defining Roles & Responsibilities- Train, Motivate, Inspire & Lead- Target setting, monitoring & help in achieving- Define Incentive Structure, R&R- Build effective Performance Management System- Process & Policy formation along with its Adherence Finance:- Budget Vs Spend Variance Analysis - P&L Management



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Manager – Customer Service (Out-bound SPM)

  • Jul 2012 - Dec 2014

  Key Responsibilities: Postpaid Acquisition as per the monthly targets Ensure Sales Reversal to be less than the Circle Average Revenue Enhancement via Upselling VAS & Data Products Quality of Upsell Coordination with the Marketing as well as Sales (retail team) for higher acquisition & less waste Monthly Vendor/Partner Reviews to Value Add the Ops team Timely/Quarterly R&R

• Deputy Manager - Zone Customer Service Manager

  • Apr 2011 - Jun 2012

  Key Responsibilities: Subscriber & Revenue Churn Management as per monthly targets IP/HNI Base Management Monitor Quality of Service & ensure customer experience at all retail service touch points Complaint management & resolution Ensure Quality of Postpaid Acquisition & execute within TAT SOP adherence at branch Cross Functional coordination for smooth business operations

• Process Manager - Field Retentions & Relations

  • Apr 2009 - Mar 2011

  Key Responsibilities:- Setting the targets for Field Retention Agencies- Ensure targeted “quality reactivations” from the field agencies basis the allocation given post In-Vol & Voluntary suspension in sync with branch Retention In-charges- Manage the Field Welcome Visit agencies in sync with the branch Activation In-Charges and ensure smooth operations- Ensure 85% + customer education via Field Welcome Visit measured by First Bill Calling team- Execute target based customer engagement activities like: Let's Meet, Movie Let's Meet- Service Meet for all 11 Branch Operations- Monthly Invoice generation for both Field Retention & Welcome Visit Agencies- Cross functional coordination- Process initiations & improvements for customer life cycle management- R&R Programme for the circle Retentions team- Invoice generation & timely payout to all associate/partners

• Process Manager - Retentions Out-Bound Calling

  • Nov 2007 - Apr 2009

  Key Responsibilities:- Control entire Gujarat's postpaid customer In voluntary-Involuntary' churn basis targets- Define Churn Involuntary Churn targets for the branches and drive to achieve them- Responsible for VAS & tariff 'Up-selling' to existing customers- Manage outsourced tele-calling set-ups for Retention, FBC (First bill call) & Up-selling agency- Ensure their capturing 100% customer interaction, disputes to confirm their resolution- Welcome calls to new customers to educate them; capture feedbacks, issues/disputes & resolve them- Audit Field Welcome visit effectivenes Cross functional coordination- Prss initiations & improvements



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Branch Customer Service Manager

  • May 2005 - Oct 2006

  Key Responsibilities:- Control customer churn, both voluntary & in-voluntary basis targets- Monitor Quality of Service basis audits (Internal & External)- Complaint management & resolution- Roll out of Retail & Service Touch Points & manage profitability- Monitor Quality of Acquisition (Pre & Post)- SOP adherence at branch- Retention & Welcome Visit Agency coordination



Motif, Inc.

• United States
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Team Lead

  • Jun 2002 - May 2005

  Key Responsibilities:- Guiding the team to meet client expectations along with daily operations related issues- Helping agents in processing and understanding their problems, discuss the concerns with the subject matter expert at the client end and delivering the out-come effectively to the entire team.- Giving heads up to the team on any updates received from the client- Focusing on the quality aspect of the entire program to figure out the weakness of the agents so as to coach them and build their confidence



Shreedas Software Pvt. Ltd

• Sr. Programmer

  • Jan 2000 - Jun 2002

  Key Responsibilities:- Understand the client needs as defined by the system Analyst- Write database codes (triggers, packages, and queries for reports per the client requirements).- Install & Implement the software at the client's end