Namrata .

Experience

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  Astitvaa Advertisements Pvt. Ltd.

  Apr 2013 - Apr 2014

  Process In-Charge

   Handling complete DTH process (Field work of Retention and Recovery Process) of Bharti Airtel. Handling SPOC for all ongoing operational and management activities in the project. Recruitment of FOS and collection Agent. Product training and dealing technical terms with the team members as well as with the new trainee. Salary preparation of FOS as per the performance. Co-ordination and collection of reports from team members. Managing and aligning of the team and train the subordinates regarding the DTH Retention and recovery process. To resolve the escalation at client end as well as team end. Ensure the smooth and timely deliverance of new reports, dashboards on daily/monthly basis. Audit Analysis of feedbacks given by Team members. Raising complaints to TSM end (client end). Uploading of Set-top Boxes in Distributor Portal (Airtel distributer portal). Dispatching of Set-top Boxes for warehousing. Conducting project review meeting weekly and monthly. Show less

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  Idea Cellular Ltd

  May 2014 - Dec 2018

  Training and Operation Support

  Agency / Channel Management – New Hire Training, Refresher training, E-learning. Query handling of DSA and MI employees regarding process e.goffline entry and Documentation. Query handling of DSA and MI employees regarding EKYC. Training of handling Biometric devices and registration of devices. Preparation of Sales Payout of DSA, MI and CRS. Keep Tracking of Invoice submission. Full and Final settlement of DSA.Field Support –  Ensuring best possible support and resolutions to our field colleagues in their daily operations like number availability, to update SIM exchange, plan, pack and email Id of customer. Attending raised query, request & complaints for best customer support at field with lowest TAT.Report Analysis –  Channel wise report and analysis highlights to figure our responsible areas of improvement against activities like activation TAT, Tele Verification delay, CAF not being received on time, VLR.  To increase retail activation through EKYC.Lead Management – Preparation of Lead Matrix.  Lead Assignment to KAM/TSM. Lead Tagging in CRM To make effort to Increase Won Cases. Report generation and Analysis of Lead Management.CAF Management –  Handling Queries and Complaints related to CAF management. Audit of Customer Acquisition form for EBU connection and informing the concerned person for rectification if any. Show less

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  Centum Learning (part of upGrad)

  Jan 2019 - now

  Deputy Manager

   Hands on Classroom Facilitator: conduct needs assessment and task analysis; new hire training, Refresher Training, course training, cross training, course development, process improvement and quality assurance. Conduct classroom training sessions, E-Learning, Guided OJT and informal Q&A sessions for employees across several departments. Work with managers to determine employee training needs and develop effective training programs. Recommend program enhancements and modify materials as needed. Write and revise handbooks and training manuals to reflect changing training requirements. Conduct personnel evaluations and determine expertise, accomplishments, and further training requirements. Assessment Paper and Calling Script writing as per Requirement.  Support Operations processing groups in training and process updates Create effective training materials using multiple systems, such as, Microsoft Word, Microsoft Excel, Power point Etc. Show less

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  Reliance Retail

  Mar 2022 - now

  State Training Manager