Experience

NXTDIGITAL Limited

• United Kingdom
• Information Technology & Services

• Senior Manager

  • Jun 2022 - Present

• Manager

  • Feb 2020 - Present



Vodafone Idea Limited

• India
• Telecommunications
• 700 & Above Employee

• Assistant Manager

  • Jul 2016 - Feb 2020

  Subject Matter Expert in Projects Management, for CRM transformation from Business Operations PAN India. Taking complete ownership of the requirements and business process re-engineering for all segments viz. Prepaid, Postpaid and Enterprise GSM.Translate business process & rules into system requirements with a best practice identification approach of existing processesHand-holding Corporate teams, Circles & IT partners with expertise in Designing processes, Standardization, Change Management & Build system as per the businesses process.Partner strongly with Business stakeholders, Cross functional teams & Vendors for all Pre-work for Data migration, UAT, System Migration and Launch (Deployment)Conducting workshops for circle users to understand and provide accurate inputs on the whole process of configuration Data to be built in the new systemLeading Postpaid, Prepaid, VAS & Data, Product launch, Testing PAN India & Circle level.Knowledge transfer to circle teams on business operations on new CRM transition environment. As a transition manager support circle teams to align to national business processes with new system (i.e. Circle teams inclusive of Top Management, Frontlines, Backend teams, Cross functional stakeholders) for smooth transition to new CRM with minimal impact on customer experience Show less

• CRM Coordinator & System Lead

  • Feb 2013 - Jul 2016

  Key Circle SPOC for major Transition Projects like Project Hercules, Project Unify, HLR Migration, RECC system launch.Responsible for Post rollout issues closurePrevent revenue leakage by flawless product user acceptance testingImplementing National and circle projects & application migrationInitiate system change via Demand and Change management process to Reduce Cost to ServeEnsure seamless launch of Products & Services changes build in systems to meet market demandBuild Innovative methodologies to enhance Usage and Revenue through Self Service applications like My Vodafone app, USSD channels, IVR, Web etcEnhancing system automation to empower front linersCreating simplified process and product to improve customer experience Show less

• Circle Customer service IT SPOC

  • Feb 2011 - Feb 2013

  Creating, Validate and Maintaining system Ids for entire Kolkata & Bengal circleCoordinating with Central IT for all system related Operational issuesCollecting Voice of Internal Customer across the organisationSingle Point of contact for Retail Stores, Call Centre and Corporate escalations on Processes & System issues on Service Applications like – CRM, Self Service Application etcCoordinating with Corporate teams and Central IT teams to resolve application issuesConducting Cross Functional Training across Kolkata and Bengal on surround application for internal customers Show less



Temp force, 2Coms

• Accounting

• Promoting & Enhancing Customer Self Service

  • Sep 2009 - Jan 2011

  Responsible for circle Self Service education. Initiated National Changes on SMS, IVR, My Vodafone web site, CRM on SMS channels Organize & Conducted Service and Promotion campaign work-shops in Corporate Houses Introduced, Implemented & Promote Self Services via Call Center, Stores, Enterprise portfoilio & zonal Locations Documenting CS Related Processes Responsible for circle Self Service education. Initiated National Changes on SMS, IVR, My Vodafone web site, CRM on SMS channels Organize & Conducted Service and Promotion campaign work-shops in Corporate Houses Introduced, Implemented & Promote Self Services via Call Center, Stores, Enterprise portfoilio & zonal Locations Documenting CS Related Processes

• Retail Sales & Retentions at Vodafone Store

  • Apr 2007 - Sep 2009

  Selling new connections, Value Added Services, New handsets to the walk-ins Resolving customer query/ complaints Retail Retention SPOC, Managing subscribers & Revenue churn for the store Lead Retail Retention at the zonal level Worked as floor specialist in various branches Responsible for Store C-SAT, Quality scores and briefing to all the frontlines for Customer Handling and Query resolution Selling new connections, Value Added Services, New handsets to the walk-ins Resolving customer query/ complaints Retail Retention SPOC, Managing subscribers & Revenue churn for the store Lead Retail Retention at the zonal level Worked as floor specialist in various branches Responsible for Store C-SAT, Quality scores and briefing to all the frontlines for Customer Handling and Query resolution



Kankei Marketing Services and Pvt. Ltd

• Customer Service – Customer Interaction

  • Aug 2006 - Apr 2007

  Handling and resolving customer Prepaid & Post-paid complaints. Worked as Customer Service for premium customer of Vodafone Inbound process managed by Kankei. Handling and resolving customer Prepaid & Post-paid complaints. Worked as Customer Service for premium customer of Vodafone Inbound process managed by Kankei.