Experience

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  Optilink Networks Pvt. Ltd.

  • Human Resources Manager

    • May 2018 - Present

    Currently into Talent Management activities and Talent acquisition, managing end to end IT/ NON- IT RECRUITMENT, Factory recruitment at PAN India basis.Payroll

• 

  Atlantis Enterprises

  • Human Resources Manager

    • May 2015 - May 2018

    Profile included- RecruitmentPayroll supportCo-ordination with govt. agenciesInterview TechniquesHR TrainingIndustry relations- Union ManagementPerformance managementScreeningGeneral administration

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  LA Technologies pvt ltd

  • Sr Manager HR & Operations

    • Jan 2012 - Jan 2015

    Handling all the H.R. & admin functions at LA- TechnologiesRecruitment (Entire cycle)PayrollPerformance managementHR AuditProject set upEmployee relationGrievance handlingSalary budgeting

• 

  Tata Teleservices Limited (Tata Indicom)

  • Senior Customer Service Manager

    • Jul 1998 - Nov 2011

    Senior Manager – Customer Interaction Group• Accomplish responsibility for handling BPO process (inbound call centre) for TATA Indicom, TATA Docomo customers and data products – TATA Photon, Dongle• Distinction of having grown from Executive to Senior Manager through five promotions, hence earned in-depth exposure to all the relevant customer service functions• Pioneer in creating and managing the Interactive Voice Response (IVR)• Gear the activities for handling inbound corporate key account helpdesk; and outbound call centre – managing the life cycle of the customer• Proficiently handle end to end subscription order processing from – login to activation to first call feedback• Devise effective strategies for new product launch and vendor management and partner coordination (distributors, retailers, retail and TATA stores)• Meticulously attend TRAI, legal, nodal complaints and maintain the DOT and TRAI compliances• Lead & guide a team of 4 Sr. Executives with 2 Asst. Managers and 1 Manager for managing call centre for both CDMA (TATA INIDCOM), GSM (TATA DOCOMO), 3G - postpaid and prepaid for both circles Rest of Maharashtra & Mumbai• Efficiently liaise with Hyderabad Corporate team, backend and BPO to iron out any knowledge gaps and sharing information about new launches and updates• Successfully curbed subscription login to activation cycle time from 5 days to instant activation • Exclusively Initiated Call Back Manager from the vendor, and based on the satisfaction level other circles are also implementing it• Key player in analysis, development and implementation of strategic business plans & policies, ensuring organizational growth, targeting maximum profitability & cost effectiveness• Easily develop rapport with clients, quickly assessing needs and responding effectively to pressure and deadlines • Structure annual operational budget and implement control measures to contain expenses within defined limits

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  Mumbai

  •  HUTCHISON MAX TELECOM (VODA-FONE)

    • Sep 1997 - Jun 1998

    Executive – Customer Service• Proactively contributed in monitoring various activities of ‘Handset repair and insurance department’.• Accountable for preparing, validating claims and ensuring claim settlement of the customer by New India Assurance within scheduled time.• Drove the efforts in providing backend support of sending Handset for repairing to vendor.