Experience

Bharti Airtel

• India
• Telecommunications
• 700 & Above Employee

• Business Manager

  • Feb 2017 - Present

  Feb’17 – till date : Business Manager, Contact Center (voice/non voice for enterprise business) – Pan India Handling 650+ contact center for non voice email support for postpaid and fixed line and enterprise voice call center for PAN India through a centralized service center handled by a strategic partner. Handholding business partners in operations, ensure effective resource planning and management to maintain KPIs like SL, FCR, Quality and Customer Satisfaction through effective call/mail handling and resolution management  Compliance and hygiene checks to ensure partner is in line with corporate processes Initiation of new processes / changes as per VOC VOA and drive continuous improvement Liasioning with different functions for providing prompt and quality response to customer issues and strives towards robust customer delivery model like process and system enhancements Assist in developing and implementing training programs to improve the quality and productivity of the team



Bharti airtel ltd

• Manager

  • 2005 - Present

  Nov’15 – Feb’17 : Customer Retention & MNP - KL & TN Responsible for KTN mobile portability operations and provide superior experience to customer and ensure compliance to regulatory parametersMar’15 – Nov’15 : Retail experience and Airtel Money – KL & TN Responsible for showroom performance for KL and TN To ensure customer satisfaction in every walkins To increase showroom retentionMay’12 – Mar’15 : Inbound program management, Prepaid, DTH & RHD – KL & TN To drive CPC reduction by analyzing VOC , implementing agreed strategy in order to reduce Inbound cost to serve To enhance customer experience for inbound interactions jointly with Central Partner Operations team.Oct’11 – May’12 : Customer Communications – KL & TN• To own customer communication across all channels and improve quality.• Enhance product & service experience to customers whilst improving brand image & perception.Mar’11 – Oct’11 : Service Recovery (complaint management) – KL & TN To ensure incessant improvement in Customer Pain Index by driving elimination of progress gap, process re-engineering jointly with respective process owners Drive process owners & partners for timely resolution of Customer complaints & eliminate the cause through process correction etc.Feb’10 – Mar’11 : Project Dynatos (Documentation Verification project by TERM) – KL & TN• To ensure “Zero risk” with respect to document and to mitigate the risk involved in the documentation criteria.Oct’06 – Feb’10 : Postpaid Retention – KL Churn management - Overall and High ValueMay’04 – Oct’06 : Customer Interface Group – KL• Heading CIG activities for South Kerala, including voluntary churn