Experience

TechStar Group

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Senior Client Relationship Manager

  • Oct 2020 - Present

  Hyderabad, Telangana, India



Purpleknot

• India
• Broadcast Media

• Vice President Operations

  • Sep 2019 - Feb 2020

  Hyderabad, Telangana, India



Jio

• India
• Telecommunications
• 700 & Above Employee

• Head - State Acquisition (CSD)

  • Apr 2018 - Aug 2019

  Chennai, Tamil Nadu, India Owner of Customer Onboarding Experience for all Customer segment for Tamil Nadu Region. Key program successfully run under my supervision are: Key Responsibilities : Scope Identification, Planning Communication, Cross- functional organization change management, Organization Training, Financial Management, Regulatory Liaising compliance, Team Hiring and Resource Management. Commercial Onboarding to Jio Service (Mobility Products / FTTX / ILL): - Defining and managing E2E… Show more Owner of Customer Onboarding Experience for all Customer segment for Tamil Nadu Region. Key program successfully run under my supervision are: Key Responsibilities : Scope Identification, Planning Communication, Cross- functional organization change management, Organization Training, Financial Management, Regulatory Liaising compliance, Team Hiring and Resource Management. Commercial Onboarding to Jio Service (Mobility Products / FTTX / ILL): - Defining and managing E2E operations and program governance for the onboarding experience. - Demand Sensing, Inventory planning and management. - In-Store branding, - Data service usage augmentation, - Dashboard creation and publishing, Monitoring & reporting key business metrics at the unit level in terms of Customer satisfaction score, revenue, headcount and attrition. - Liaising with regulatory. - New channel onboarding. - Ongoing standardization of the process, tools & Methodologies. - Identify new opportunities to enhance the customer experience by analyzing and evaluating the industry landscape, customer preference, feedback and VOC. - Retailer GIS mapping

• Head - HNI/Gold CL & VM

  • Aug 2017 - Mar 2018

  Chennai Area, India Premium Relation Management - HNI • Leading Premium Relationship Manager team of 10TLs + 92 PRMs • Ensuring Individual/SME/N&L Prepaid & COCP acquisitions • GIS mapping of Potential and On boarded accounts • Ensuring apt Service to the customers based on the requirement • Ensuring 100% resolution of queries with the SLA • Diving New / beneficial products, based on the U&R strategy Home Delivery Model • Ensuring Timely delivery of products o JioFI o SIM… Show more Premium Relation Management - HNI • Leading Premium Relationship Manager team of 10TLs + 92 PRMs • Ensuring Individual/SME/N&L Prepaid & COCP acquisitions • GIS mapping of Potential and On boarded accounts • Ensuring apt Service to the customers based on the requirement • Ensuring 100% resolution of queries with the SLA • Diving New / beneficial products, based on the U&R strategy Home Delivery Model • Ensuring Timely delivery of products o JioFI o SIM o Partner Products – iPhone, Google Pixel etc (Amazon / Jio.com / Ajio.com) • Ensuring Minimal cancellation of the home delivery order Achievement - Premium Relation Ship Management o 100% Billing Collection o New Acquisition of 10000 + Number Per month - Home Delivery o 98% Delivered within TAT o Zero Cancellations o 100% CSAT



Matrimony.com Limited

• India
• Internet Publishing
• 700 & Above Employee

• Head Operations - Photography

  • Sep 2016 - Dec 2016

  Cochin Area, India Planning and Deployment  Planning / Scheduling the events and assign photographer / Videographers  On-boarding of Photographers / Videographers Designing & Editing  Work allocation to the Designing team and ensuring timely closure  Ensuring quality editing of the videos as per the customer requirement Service Management  Follow-up with customer on Event dates  Follow-up with customer for collection and ensuring 100% Payment before delivery of Albums



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Head CSG (Senior Manager Customer Support Group)

  • Jun 2014 - Sep 2016

  Hyderabad Area, India • Lead Customer Service Team to bring about operational excellence in interactions with the customers, enhance customer satisfaction on delivery, quality, service and care, and reduce the cost to serve the customer • Head key initiatives to deliver customer experience: Managing Service Assurance, Activation & Provisioning, and Projects & Business Apps • Direct and improve workflow for processes and ensure QoS Compliance to ensure smooth running • Strive to continually develop plans to… Show more • Lead Customer Service Team to bring about operational excellence in interactions with the customers, enhance customer satisfaction on delivery, quality, service and care, and reduce the cost to serve the customer • Head key initiatives to deliver customer experience: Managing Service Assurance, Activation & Provisioning, and Projects & Business Apps • Direct and improve workflow for processes and ensure QoS Compliance to ensure smooth running • Strive to continually develop plans to elevate the effectiveness of the operating procedures, thereby increasing revenue, ensuring FCR for TNPS , FTF and ASAT • Improve VPS Score for CS function in line with Circle targets • Conducting Quarterly CAG workshop • WCOM C-Sat improvement from 32% to 73% • Smoothest migration of Billing System - with minimal revenue leakage / customer impact - Document Warehousing and Regulatory Compliance Management - Liasoning with DoT / TERM Officials on regulatory compliance - Logistic Management for CAF flow from Rural / Urban Retailers to Activation Centers and Finally to Warehouse for storage. - Documentation Vendor Management

• Deputy Manager - Activations & Compliance

  • Mar 2013 - Jun 2014

  Hyderabad Area, India Managed Postpaid, Prepaid Activations and Compliance for AP circle with 50+ A2 centers - Responsible for storage and upkeep of around 2Cr+ documents from the Warehouse - management all phases of the operation and activities at the warehouse against specific operating plans and procedures - Maintained effective and professional relationships with vendors and service providers - communicated up and down to ensure proper flow of information and ensured timely renewal of the contracts and… Show more Managed Postpaid, Prepaid Activations and Compliance for AP circle with 50+ A2 centers - Responsible for storage and upkeep of around 2Cr+ documents from the Warehouse - management all phases of the operation and activities at the warehouse against specific operating plans and procedures - Maintained effective and professional relationships with vendors and service providers - communicated up and down to ensure proper flow of information and ensured timely renewal of the contracts and clearance of the payments - GIS mapping of Retailers and outlets for effective CAF flow and processing Key Contributions at National Level: - Bulk Connection Identification Module - Single IMEI multiple activation identification portal and process - POI/POA based identification of Multiple connection - Cost reduction to DB - rationalization of pickup beats

• Deputy Manager - Projects & Product

  • Jun 2011 - Mar 2013

  Hyderabad Area, India • Handled end to end analysis of various process - utilized effective data mining to inspect process gaps and draw a plan of actions for corrections, thus elevate the customer value and satisfaction • Employed data analysis and reporting to ensure the development of best-in-class service delivery strategies and processes that provide a high level of customer satisfaction and meet company services standards and commitments • Coordinated the development of an automated reporting process to… Show more • Handled end to end analysis of various process - utilized effective data mining to inspect process gaps and draw a plan of actions for corrections, thus elevate the customer value and satisfaction • Employed data analysis and reporting to ensure the development of best-in-class service delivery strategies and processes that provide a high level of customer satisfaction and meet company services standards and commitments • Coordinated the development of an automated reporting process to track progress on timing and productivity / service level performance; include KPIs to ensure optimum efficiency, and quality • Part of the 3G launch team which rolled out the as the First circle in India with ICR logic - Was accountable for End to End Product UAT before release to Market / commercial launch. - Analysing CRM functionalities and daily usage by various team across functions - Configuration of Plan and Offers in CRM. Creating Type, Sub Type and Services / Action in CRM as per Business operation needs. - Agent Empowerment metrics monitoring - Pre Bill Audit prior to each bill cycle for ensuring zero billing errors

• Assistant Manager (Credit & Collections) - Analytics, Billing And Payments, Agency Management

  • Jan 2009 - Jun 2011

  Hyderabad Area, India - Credit Collection Functional Performance Tracking and reporting - Agency collection allocation for all buckets - Billing and Dispatch process management - Bill Return Process Management - 0-18 Days Pre due date Collection Agency Performance management - Field Collection ( All Bucket) Performance tracking & management - Pre Bill Audit to ensure zero billing errors

• Sr Executive - Billing & Pre Due Date Collection, Credit and Fraud Control, Revenue Assurance

  • Oct 2006 - Dec 2008

  Cochin Area, India - Pre Bill audit and Bill Printing Operations - Bill Delivery and Return process management - 0-18 Day Pre Due date Collection management - SMS Campaigns, Voice Dialers, Telecalling Agency planning and management - Publishing of Daily Tracker of Circle performance on Collection - Tracking performance on Credit operations - Analyzing the reasons for Dip in performance - Recommending way to overcome challenges in performance - Policy Adherence on reporting - Monitoring… Show more - Pre Bill audit and Bill Printing Operations - Bill Delivery and Return process management - 0-18 Day Pre Due date Collection management - SMS Campaigns, Voice Dialers, Telecalling Agency planning and management - Publishing of Daily Tracker of Circle performance on Collection - Tracking performance on Credit operations - Analyzing the reasons for Dip in performance - Recommending way to overcome challenges in performance - Policy Adherence on reporting - Monitoring Usage alarms on Fraud Control - Evaluating Credit Policies for the better Credit Control and minimal bad debt risk. - Revenue Assurance for Postpaid Plans and Offers to eliminate revenue leakage



airtel

• India
• Telecommunications
• 700 & Above Employee

• Executive - ILD Grey Calling Fraud Detection

  • Mar 2004 - Oct 2006

  Hyderabad Area, India - Identifying Fraud Instances based on abnormal usage behavior - Ensuring timely Action of Numbers, to restrict frauds - Detection and action of ILD Grey Call routing



Escotel Mobile Communications Ltd

• India
• Telecommunications
• 1 - 100 Employee

• Customer Care Executive

  • Mar 2002 - Jan 2004

  Sonepat, Haryana Handling & Addressing Customer Queries and Complaints at Call Centre