Experience

Reliance Jio

• India
• Telecommunications
• 700 & Above Employee

• Deputy General Manager Sales & Service Head

  • Jul 2006 - Present

  • Driving sales and service through Distributors & Sub distributors at every district level across Karnataka to increase the reach till the last mile • De-averaging & enhancing the Infra at District level, Tehsil level & Pin Code level to enhance the sales output consistently & to improve the RMS • Overseeing retailer engagement & market insight to increase Gross sales & timely give feedback to management to grow in every market • Confirmed high-quality customer experience, elevated customer satisfaction, while adhering to the company processes and thus managed cost-effective operations • Rolled out free service module & worked towards enhancing touch point for service in main cities at high rises, implemented MDU/B2B portal • Supported territory for consistently performing and bagging best service territory award Pan India 2014-16 • Successfully ensured Karnataka churn to be reduced to lowest in the country • Dealt with service for the Urban & Rural territory for DTH Airtel Karnataka and gained acquisition experience, service recovery, churn management, serve to sell & drive through vendor management • Streamlined the Rural & Urban zonal operations for all line of business (Mobility, Telemedia, Data & DTH) and led ASC, AEO, ARC & RSSD in respective zones • Won Airtel-Money Pan India Best ZCSD Head for topping highest active customers • Gained Lowest DSL Churn pan India and increased the upselling figures from 43% to 87% between Feb ‘13 to Oct ’13 in South Zone • Successfully cleared all the CAG audit points for the year 2009 – 2011 • Accomplished provisioning activity was outsourced to HGSL in 2 months’ time and introduced audit parameters to ensure error free provisioning • Spearheaded Post Paid provisioning, number management system, APEF collection process and documentation & TERM monthly audits • Managed 2 vendors for provisioning & 4 vendors related to APEF end to end activity • Gained all time low APEF barring figures (less than 2.5%) across 22 circle Show less



Tata Teleservice Ltd

• Bangalore Urban, Karnataka, India

• Senior Executive (M6) - Postpaid & Prepaid Team

  • Jan 2002 - Jul 2006

   Fore fronted Complaint cell for Prepaid & Post-paid connection adhering to Service level agreement (SLA) including service request, shifting request & refund process  Led work-order generation process for installation of every CDMA connection as part of Acquisition process  Collaborated with frontend executives in showroom to resolve customer queries & complaints  Spearheaded different roles and committed to high performance  Fore fronted Complaint cell for Prepaid & Post-paid connection adhering to Service level agreement (SLA) including service request, shifting request & refund process  Led work-order generation process for installation of every CDMA connection as part of Acquisition process  Collaborated with frontend executives in showroom to resolve customer queries & complaints  Spearheaded different roles and committed to high performance



Tata Internet Service Ltd

• Bangalore Urban, Karnataka, India

• Supervisor – Call Center

  • May 2000 - Jan 2002

   Managed second level internet escalations from call centre and field escalations to customer satisfaction  Managed second level internet escalations from call centre and field escalations to customer satisfaction



BPL Net

• Bangalore

• Technical Support Executive – Call Center

  • Nov 1999 - May 2000

   Call centre executive troubleshot customer concerns & answered queries  Call centre executive troubleshot customer concerns & answered queries