Kutbuddin Charniwala

Experience

• 

  Bharti Airtel Services

  Feb 2006 - Aug 2009

  Sr. Executive - Customer Services

   CPC reduction, complaints reduction & Quality of call centre, Dealer helpline, outsources partners & Internal teams was the core requirement of the profile Drive C-Sat and Process improvement activities effectively in circle Performing periodic on-site quality audits of call center & retail outlets Establishing, performing, and monitoring quality assurance & process improvement training program for relevant touch points Analyzing & implementing action plans for CPC & complaint reduction. Even proposing process changes basis analysis done to management for improvement. Identification & facilitation of Quality Improvement Projects on Six-Sigma (DMAIC) Methodology Work as a cross functional team member for calls & complaint reduction Show less

• 

  TATA TELESERVICES LTD.

  Sept 2009 - Sept 2016

  Deputy Manager

  Managing Call Centre Operations as a business manager for TTL from vendor location.Managing TRAI AL60 Performance, Basic hygiene at the call center, forecast accuracy, Call per customer, Quality of call handling, Repeat call reduction & Upselling from call center along with other KPI's like vendor management & Manpower management.

• 

  Bharti Airtel limitied Gurgaon

  Oct 2016 - Jul 2019

  Manager

  TERM Complaiance Lead

• 

  Tata Consultancy Services

  Jul 2019 - now

  Project Management for Integrations for sky cable project from HOBS side. Handled IT Scrum as Scrum Master for 6 months for HOBS Revenue assurance management team.Have Managed the non voice email based business for bajaj finance Ltd for consumer durable product

  • Senior Operations Manager

    Jan 2025 - now

  • Project Delivery Manager

    Jul 2019 - Jan 2025