Experience

Espirit Toyota NCR

• India
• Automotive
• 1 - 100 Employee

• Senior Manager Digital Marketing and Data Management (Sales & Service)

  • Nov 2022 - Present

  Spearheading all Digital Marketing initiatives & campaigns of Espirit Toyota Delhi NCR, Excellence in WhatsApp Marketing through creative campaigns, Responsible for all Data Management Sales & Service. All new Tech initiatives to be rolled out as per OEM guidelines. Spearheading all Digital Marketing initiatives & campaigns of Espirit Toyota Delhi NCR, Excellence in WhatsApp Marketing through creative campaigns, Responsible for all Data Management Sales & Service. All new Tech initiatives to be rolled out as per OEM guidelines.



Espirit Toyota Spirited Auto Cars (I) Ltd Samvardhna Motherson Group

• Noida Area, India

• Senior Manager DCAC (Dealer Customer Assistance Centre) at Espirit Toyota Noida

  • Sep 2017 - Oct 2022

  Heading DCAC (Dealer Customer Assistance Center) responsible for Business Service Retention Load & Labour growth MRS (Maintenance Reminder Schedule) Business Operations and PSF (Post Service feedback) Complaint Management Heading DCAC (Dealer Customer Assistance Center) responsible for Business Service Retention Load & Labour growth MRS (Maintenance Reminder Schedule) Business Operations and PSF (Post Service feedback) Complaint Management



TR Sawhney Motors Pvt Ltd (A leading Maruti Suzuki Dealership in Delhi NCR)

• New Delhi

• Head of Customer Care (Call Centre)

  • Feb 2015 - Sep 2017

  Responsible for Service retention & load growth. PSF Sales & Service, SMR management. Responsible for CSI & SSI scores. Leading Sales & Service Customer Care team across group. Responsible for Service retention & load growth. PSF Sales & Service, SMR management. Responsible for CSI & SSI scores. Leading Sales & Service Customer Care team across group.



Tata Tele Business Services

• India
• Telecommunications
• 700 & Above Employee

• Manager - CSO (Customer Service Operations - Enterprise) Regional Lead OM

  • Nov 2012 - Sep 2014

  • Responsible for complete Process adherence, standardization & implementation as per SLA/KPI’s & TAT’s • Ensuring desired KPI’s/TAT achieved with minimum deviation & penalties and enhancing operational efficiencies • Managing timely settlement and clearance of invoices. • Efficiently setting out quality measurement parameters & monitoring them to enhance process & performance efficiencies • Providing / conducting trainings for building a strong team orientation, man management & organizing skills • Handling complete CAF compliance as per documentation guidelines received time to time from DOT / VTM / TERM offices • Managing complete on boarding / Acquisition process end to end for Prepaid & Postpaid both as per process with proper acquisition filters in place • Accountable for maintaining term audit scores at greater than 99% on monthly basis. Show less



MTS - Sistema Shyam Teleservices Ltd

• India
• Telecommunications
• 700 & Above Employee

• Sr. Lead/Sr Manager (CSD Activations Delhi NCR)

  • Jun 2010 - Oct 2012

  • Responsible for managing activities such as TERM compliance, CAF compliance of all Enterprise logins (COCP/IOCR) as per corporate & DOT guidelines • Experience in Customer on Boarding functions including Welcome Letter/Welcome Call within 7 days of activation • Handling CAF & AV/CV Agency operations management and accountable for Re Verification Process, C-SAT, E-SAT & TRIM Scores • Monitoring process compliance & audit • Efficiently achieving CSO KPI’s within defined budgets and responsible for designing & implementations of Key CSO • Accountable for Vertical Head Activations Management Show less



Idea Cellular Ltd

• India
• Telecommunications
• 700 & Above Employee

• Manger - Service Delivery

  • Dec 1999 - Jun 2010

  Dec’99 to Aug’01 Trainee Call centre & later on complaints & activation backend Aug’01 to Oct’02 Senior Officer Customer Care Activations & Complaint management Oct’02 to Jun’06 Asst. Manager Team Lead (Activations & Service Provisioning) Jun’06 to Aug’07 Manager Team Lead (Activations & Service Provisioning – Har & HP) Aug’07 to Aug’09 Manager Team Lead (Call centre/Response & Resolution – Har & HP) Aug’09 to June’10 Manager SPA Head (Service Provisioning & Activation) Dec’99 to Aug’01 Trainee Call centre & later on complaints & activation backend Aug’01 to Oct’02 Senior Officer Customer Care Activations & Complaint management Oct’02 to Jun’06 Asst. Manager Team Lead (Activations & Service Provisioning) Jun’06 to Aug’07 Manager Team Lead (Activations & Service Provisioning – Har & HP) Aug’07 to Aug’09 Manager Team Lead (Call centre/Response & Resolution – Har & HP) Aug’09 to June’10 Manager SPA Head (Service Provisioning & Activation)



Page Me - Punwire (Punjab Wireless)

• Gwalior - M.P.

• Senior Executive – Customer Care

  • Mar 1997 - Aug 1997

  Responsible for all customer care activities of Gwalior Zone. Responsible for all customer care activities of Gwalior Zone.



Uptron ACL Ltd

• Gwalior - M.P.

• Executive – Customer Support

  • Jul 1996 - Mar 1997

  Responsible for smooth operations and maintenance of all hardware & software installed across Uptron franchisee institutes & offices across Gwalior zone. Responsible for smooth operations and maintenance of all hardware & software installed across Uptron franchisee institutes & offices across Gwalior zone.