Experience

India1 Payments Limited

• India
• Financial Services
• 100 - 200 Employee

• AVP Operations

  • Jun 2018 - Present

  Managing and heading WLA ATM Operations (10500+ ATMs Pan India) for India1 Payments Limited (Formerly BTI Payments Pvt. Ltd.) Managing and heading WLA ATM Operations (10500+ ATMs Pan India) for India1 Payments Limited (Formerly BTI Payments Pvt. Ltd.)



NSB BPO Solutions Pvt.Ltd.

• India
• Consumer Services
• 700 & Above Employee

• Senior Manager

  • Sep 2016 - Oct 2017

  Headed Training and Quality vertical for Reliance Jio CAF verification Centre for North India Headed Training and Quality vertical for Reliance Jio CAF verification Centre for North India



Bharti Airtel Services

• Telecommunications
• 700 & Above Employee

• Manager - Customer Experience

  • Sep 2014 - Jun 2015

  Worked as Business Manager, Managing customer on boarding and acquisition experience

• Business Manager

  • Sep 2012 - Sep 2014

  Call Centre Operations Management with expertise in Operations, Quality and Training.Tele verification Process Managed for Acquisition Experience in Airtel.MNP Customer Experience and Mobility/Telemedia and 4G Retentions based out of Partner location; Managing MNP Retentions (Prepaid and Postpaid), Win back & Port in Rejection Outbound Call centre for entire Northern/Central & Eastern Region.Major responsibilities include driving partner team to achieve maximum Retention % month on month and ensuring minimum customers move out of Airtel. Regular monitoring of data to check customer behavior in terms of Port out operator choice/ offers being available to customers with competition and preparing strategy accordingly.For Winback, coordinating with circle teams to ensure leads generated from OSCC are converted & customer Ports back to Airtel on time.For Port in Rejection, regular data uploading through backend teams for all Interested cases and ensuring maximum rejected cases get activated on priority. Co ordination with circles/ cross functional teams (Network/Marketing/Sales) for resolution of issues as per organizational expectations. Vendor Management- As all activities are driven through business partner, ensuring KPI delivery as per defined standards with highest level of customer satisfaction



Tata Tele Business Services

• India
• Telecommunications
• 700 & Above Employee

• Deputy Manager-Customer Service Delivery

  • Nov 2009 - Sep 2012

  Working as Prepaid Complaint Management Centre; based out of Chandigarh. Managing Prepaid Complaints for entire North and Central India (11 Circles) for GSM, CDMA and VMI.Major responsibilities include timely closure of all complaints within defined TAT and also ensuring proper resolution provided to all customers with 100% Quality.Strict Monitoring of Repeat Complaints and reducing it month on month.Keeping close watch on complaint categories and taking actions to fix and reduce them. Work on customer’s feedback and ensure major dissatisfaction areas highlighted in monthly surveys are acted upon as per customer expectations. Vendor Management- As all activities are driven through service partner, ensuring all KPIs are delivered as per defined SLAs.Forecasting of number of Complaints to be handled by Service Partner and ensuring they arrange manpower as per forecasted volumes.Timely approval and validation of Billing so that Service Partner’s billing is closed by 1st week of every month.; Managing; Operations for Haryana, Punjab & HP Circles of Tata DOCOMO-GSM (Prepaid & Postpaid) based out of Chandigarh. Vendor Management- Ensuring all KPIs including Service Levels, Repeat Calls, Quality & CSAT Scores are met as per defined targets.Handling customer escalations and resolving them as per customer expectations.Implementing Cost effective mediums of customer communication (Like IVR/SMS/USSD Based Short Codes) so that customers use Self Care modes more often rather than calling Call Centers resulting in revenue saving for the organization. Call Forecasting for proper deployment of manpower by service partner and managing billing related issues (Timely Processing/Payout of Vendor Bills etc.).



Idea Cellular Limited

• Assistant Manager

  • Sep 2006 - Nov 2009

  Contact CentreResponsibility handled – Areas of Exposure:Idea Cellular Limited – Managing Call Center Operations and IVR for HP and J&K Circle.Manage day to day Operations for “Outsourced Call centre for HP and J&K Circle.IVR, Self service development & Automation – Up-gradation of information & Design of IVR, SMS utility. Identification & implementation of the changes in the self service channels at IVR, WEB & VAS portals to achieve company’s commercial objectives (e.g. Reduction of Calls & Complaints per sub, closure of complaints within defined Turn around time, Optimum utilization of resources available).Supervising and monitoring the outsourced call centre with respect to Vendor Management.Ensuring compliance to the contractual obligations to the vendor.People and process management for process quality, complaints and service levels measurement Based on ACD reportingService Level, Answering Level, Call Quality and Quiz scores of the vendors.TNA of teams and coordinating with T & Q to ensure training to avoid and overcome deficiencies encountered targeting improvement in overall quality of processAuditing & PlanningReports, SOP(s), Occupancy, utilization of resource,Calls Forecasting, Coordination with all support/backend teams of Idea and vendor to ensure smooth functioning



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Associate

  • Aug 2004 - Sep 2006

  Processes Handled-Dell Inc.- US based computer Hardware Company. Main KRAs included:Handled all escalated customer care issues of Dell customers and interact with them through email and phone. Responsibility included end to end customer handling, right from resolving their hardware issues, arranging replacement of products if required, tracking their delivery and keep customer updated till the time it gets handed over to the customer.Also mentor new joinees with the process knowledge and give the feedback and training to the team when required. Washington Mutual (WaMu).- US Based Savings bank holding company which was the United States largest savings and loan association. Main KRAs included:Interacting with WaMu customers and employees through online Chat and help them resolve their banking related issues like Online login issues/Password resets, Account related Issues.Was trained and certified on process at Wipro by Washington Mutual Trainer who came to India from US specifically for Training & Certification



Bizibi Infotech Pvt. Ltd

• Customer Service Representative

  • Oct 2003 - Jul 2004

  Bizibi is an International call center located in Shimla-Himachal Pradesh. Did outbound calling for T- Mobile-a UK based Cell phone Company for 10 months. Main role was to Outcall the customers and Up-Sell various plans of the mobile company and convince them to purchase T-Mobile products. Bizibi is an International call center located in Shimla-Himachal Pradesh. Did outbound calling for T- Mobile-a UK based Cell phone Company for 10 months. Main role was to Outcall the customers and Up-Sell various plans of the mobile company and convince them to purchase T-Mobile products.