Experience

• 

  Square Business Services Pvt Ltd

  • India
  • Outsourcing and Offshoring Consulting
  • 400 - 500 Employee

  • Senior Operations Manager

    • Jan 2021 - Present

  • Senior Operations Manager

    • Jan 2021 - May 2023

• 

  CorpOne Staffing Solutions Pvt. Ltd.

  • Hyderabad, Telangana, India

  • Center Manager

    • Jan 2020 - Apr 2020
    • Hyderabad, Telangana, India

• 

  Antallagi Technologies Pvt Ltd

  • Hyderabad Area, India

  • Operations Manager

    • Aug 2018 - Nov 2019
    • Hyderabad Area, India

• 

  Vertex Customer Management India Private Limited

  • Hyderābād Area, India

  • Assistant Operations Manager

    • Dec 2011 - Jun 2018
    • Hyderābād Area, India

    • Formulate and execute business development plans and processes to improve sales conversion% (Inbound/Outbound/Chat/Email) & customer experience.• Spearheading efforts across handling entire spectrum of functions pertaining to Out-Bound & Inbound Operations with a view to achieve business objectives viz., Revenues to ensure profitability for the organization.• Expertise in managing the process operations and leading the teams. Responsible for carrying out seamless activities to achieve the assigned targets within the timelines.• Providing an effective and inspirational leadership to the team of 160 associates through motivation and performance appraisals in order to achieve established targets. • Accountable for managing the Retentions & Relations portfolios effectively handled the Voluntary & Involuntary Churn portfolios like (MNP, CPM, ANU), judiciously adhered of Retention & Churn norms, drove efforts in minimizing the Churn & Port out of the customers from Vodafone network. Recommendations saved larger amount of customers moving out of Vodafone. Retention percentage moved up from 22% to 56% on prepaid and 86% to 97% on the Postpaid. • Responsible for overseeing, that the On-boarding of the customers through Welcome Calling ,First bill calling & Health check calling is done smoothly and manage customer life cycle with the acceptable quality.• Experienced in handling the outbound collections, effectively handled the Pre-due date and Post-due date 0-30 collections bucket, played an instrumental role in achieving the collection target against the allocated value. Strategies implemented helped increasing the collections from 76% to 83%• Responsible for overseeing, that the Tele-Verification of the customers is done as per the TRAI Guidelines accountable for achieving the Service levels with the acceptable quality & C-sat

• 

  Magus Customer Dialog

  • Hyderabad Area, India

  • Team Leader

    • Mar 2008 - 2011
    • Hyderabad Area, India

    • Drove effort across conceptualizing & executing Customer retention & business development strategies; judiciously handled and ensuring smooth customer service operations of all touch points and manage life cycle of customers through On-boarding call, First bill call, and relationship call.• Responsible for managing the Retention & Relation portfolios, effectively handled the Voluntary & Involuntary churn campaigns (MNP, CPM, ANU), drove efforts in minimizing the Churn & Port out of the customers from Vodafone network.• Experience in formulating integrated strategies while managing & leading teams for running a successful process operations and streamline operations by utilizing and implementing processes that exceeds clients’ needs.• Providing an effective and inspirational leadership to the team of 24 CDEs (Customer Dialog Executives) through motivation and performance appraisals in order to achieve established targets.• Ensuring that all the operational standard procedures/guidelines set for all the processes/ activities are followed.• Responsible for overseeing, that the retention target is achieved with acceptable quality.• Leading, training & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets.• Identification and aggressive business acquisition of customers with long term and sustainable buying potential and maximized revenue generation.• Implement strategies for business development, develop & expand share towards achievement of revenue.