Experience

Tata Tele Business Services

• India
• Telecommunications
• 700 & Above Employee

• Lead Appellate & MD Escalations – Service Assurance Corporate office

  • Sep 2012 - Present

  • Responsible for all escalation coming from Chairmen’s & MD Office • Responsible for all Appellate Complaints & Resolution for Enterprise Business • Escalate customer’s complaint in line with company policy and ensure timely resolution. • Ensure SLA adherence, and process implementation • Co-ordinating with the internal regional team for solving the queries and complains of the customers • Grievance Management • Identifying training needs for the new and old team members and ensuring their growth • Working closely for process development. Ensuring consistency and conformance • Training and Counselling Management • Recruitment for the team Show less



Tata Communications

• India
• Telecommunications
• 700 & Above Employee

• Manager - Customer service

  • 2007 - Aug 2012

  • Taking care of CS Operations across Mumbai region for Internet Lease Line, Wire-line, dial-up customers, PRI, (all DATA Products for SME segment) • Ensuring achievement of SLAs / Quality Standards set a • Working closely for process development. Ensuring consistency and conformance • Ensure SLA adherence, and process implementation • Responsible for all escalation coming from Chairmen’s Office, Appellate Officer. • Escalate customer’s complaint in line with company policy and ensure timely resolution. • Working on Oracle based CRM, Remedy, POS and BO for MIS purpose. • Customer Relationship Management. • Priority Desk Management • Grievance Management • Identifying training needs for the new and old team members and ensuring their growth • Training and Counselling Management • Recruitment for the team • Proactive Information • Responsible for appraisals of all the Team members • Customer Loyalty Program Show less



Reliance Communications

• India
• Telecommunications
• 700 & Above Employee

• Head Retention

  • Jun 2003 - Nov 2007

  Designated “Customer Care Retention Lead”, for Mumbai Circle for post-paid customer Base The job involves the entire Churn Management for all the Web World (WW) and Web World Expresses (WWE) across Mumbai • Devising tools and process for managing Retentions for Mumbai customers. • Devising and having implemented loyalty programs for the Customers • Leading a team of 5 Retention Lead across all the Five Clusters of Mumbai • Making comparative analysis and reports on Churn and Retentions on ARPU of the customer, Age in the network etc and presenting on monthly basis. • Leading a team of 25 Telecallers for Proactive Telecalling to the customers for retention and providing all the latest updates and increasing customer value chain which includes providing optimum solution there by solving customer’s problem increasing customer delight. • Making and having Training for Voluntary and Involuntary Churn Management across Mumbai • Identifying training needs for the new and old team members and ensuring their growth • Involved in recruitment for the team members for churn management Responsibilities Customer Care Lead • Had been given the responsibility to set-up the first and the largest Customer Care Center in Mumbai Circle with a team of 35 Strong Team members 2 floor supervisors and also heading the same center • Ensuring the teams seamless delivery of services to customer, by regular training programs and conducting regular process tests Show less



TopsGrup (Total Security Solution)

• Mumbai Area, India

• Corporate Manager Customer Care

  • Nov 2006 - Mar 2007

  Corporate Manager Customer Care”, for Tops Grup The job involves the entire Customer Care Management for Corporate Customers all over India • Customer Relationship Management. • Grievance Management • Training and Counselling Management • Recruitment for the team • Proactive Information • Customer Loyalty Program • Management Information System • Complaint Management • Termination cases – Investigation • Termination Integration & Save the termination Corporate Manager Customer Care”, for Tops Grup The job involves the entire Customer Care Management for Corporate Customers all over India • Customer Relationship Management. • Grievance Management • Training and Counselling Management • Recruitment for the team • Proactive Information • Customer Loyalty Program • Management Information System • Complaint Management • Termination cases – Investigation • Termination Integration & Save the termination



E - Funds Pvt Ltd.

• Mumbai Area, India

• “Team Leader

  • Dec 2000 - Feb 2003

  Job Involve: • Ensuring call quality, consistency and conformance of each of the 23 individuals comprising the team • To ensure the team’s seamless delivery of services to customers, based on the Service Level Agreement • Monitoring quantities and qualitative performance of each team member • Ensuring growth of Team members by giving feedback on performance by providing information on their qualitative and quantitative performance • Identifying training needs for the new and old team members and ensuring their growth. • Responsible for appraisals of all the Team members • Co-ordinating with other Team Leaders to ensure proper manning, and adherence to the schedules. • Facilitate process improvement to further enhance performance levels across the production floor, Assisting in maintaining the required seat adherence levels across the production floor • Co-ordinating with Product teams for the product information. • Ensuring Team members follow the rules and regulations of the company Major Achievements: • Nominated in the Top-10 teams for the quarter June to August 2001 amongst 39 teams. • Consistently in the Top –15 teams across the production floor every month. • The team has been achieving the Good quality scores across the production floor • Consistent recognition of the Team Members in the monthly Rewards and Recognition programme for the Top-30 Team Members on the Production floor. Also participated in the Company’s off-site training module – the Leadership Development Programme, which dealt exhaustively on the application of various leadership skill sets, based on the needs of individual members of the Team. Show less



BPL Mobile

• Telecommunications
• 1 - 100 Employee

• Sr Executive

  • Jun 1995 - Nov 2000

  •For this activity, reported into Sr. Manager (Business Strategy Group), with an administrative reporting to Manager (Customer Care). The major activities were : •Creation of Groups in system, with correct degree of access rights •Dissolution of groups, as and when so initiated. •Migration of individuals into, and out of Groups •Control and monitoring Group outstanding. Promoted as Senior Executive (Relationship Management Group) on 01/April/2000. I was responsible towards maintenance of service relations with the FII (Foreign Institutional Investor) Group of subscribers. The activity involves: •Ensuring smooth service of all the lines •Ensure timely collection of outstanding from these bodies •Ensure new business from these bodies is in favour of BPL Mobile. Show less