Emmanuel RajKumar

Experience

• 

  Bharti Airtel Limited

  Aug 2000 - Jun 2015

  Ensuring the set financial/ revenue targets are achieved.Protecting existing revenues through customer retention activities and ensuring customer delight.Serving as the single point of contact for the customers’ mobility, fixedline & data needs.Monitoring and Ensuring resolution of customer complaints within TAT.Minimizing the number of churns for the region.Increasing sale of Value added services to the customer to prevent customer churn to competition.Organizing client engagement programs for key clientsFrequent interaction and relationship building with Customer IT/ Admin Heads/other representatives like key decision makers.Building and monitoring effective relationships with customers of assigned accounts by sharing specialized regional best practices etc.Actively participate in industry events/seminarsCross-functional coordination with internal stakeholders, backend factories, vendors, solution providers and partners.Coordinating collections of the billed customer invoices.Stay abreast of emerging telecom technologies and vertical business knowledge.Plan and strategize on reduction of Repeat Calls to the call centers.Monitor the call audit scores work on the improvement. Show less  Handling and managing a Inbound Call Center for Blackberry as well as GPRS with a team of 120 agents; monitoring the Service Levels, Reduction of Calls per Customer by automating few of the frequently as queries. Planning and implementing strategy to reduce calls by automating few processes like information that is frequently asked at the call center. Monitor the executives who handle walk-ins for Blackberry Customers for Technical support. Ensure they get proper assistance. Ensure the Service Level Agreement is met while a complaint or request has been raised or routed to the team. Plan and strategize on reduction of Repeat Calls to the call centers. Monitor the call audit scores work on the improvement. Responsible of reduction of complaints by working closely and coordinating with other departments. Show less Handling and managing a team of 10 Channel floor executives; monitoring their activities relating to taking care of the walk-ins. Planning and implementing strategy to retain the customers requesting for cancellations by negotiating and solving the issues onlineInvolved in the interactions in the Applications like eCRM - Postpaid customers, INPACS - Prepaid customers. Providing online resolutions for the customer complaints and maintaining the service provisioning error free. Ensure error free activations at the Channel and zero % deviation in the documentations.Planning and initiating Customer Relation programmes and maintaining the churn as per the target givenResponsible for ensuring zero attrition from the showroom and initiating delight factors to the customersGuiding, motivating and counseling the floor executives for achieving enhanced sales and 100% Collections Show less Responsibilities:Resolving the complaints of the customers and providing relevant information for the queries Responsible for preparing Daily MIS Report on the calls received, analyzing and categorizing the calls into Complaints and Queries.Designing and Updating the Web page, containing information on the latest product and services. Being SPOC from the Knowledge Bank.Assigned the responsibility in leading a team for designing a Web page with the details of the products and services provided by company, and regularly updating it with the latest information. Show less

  • Relationship Manager

    Aug 2011 - Jun 2015

  • Data and Devices

    Aug 2009 - Aug 2011

  • Showroom Manager

    Sept 2003 - Aug 2009

  • Call Center Representative

    Aug 2000 - Sept 2003
• 

  IIC

  Jul 2015 - Sept 2016

  Program Manager

  Worked as a Program Manager, US Recruitment Offshore Team, responsible for handling operations and streamlining the existing processes and work on improving the competency for Indotronix International Corporation.Work with Director and the President of the organization to define and plan new projects and roll out group wide initiatives.Manage the Assistant Manager Operations and Team Leaders (Supervisors) on a daily basis and ensure they meet the objectives.Review and analyze key deliverables and help them identify the root causes and revert with a solution that would improve the situation.Providing contingency plan during critical situations.Coordinated timely disaster recovery procedures affecting the stability of the business operations.Designing and Implementation of Training Program for new recruiters and existing recruiters.Bridge the gap between with Functional Departments and Recruitment Team and communicating effectively.Apply best practices to ensure projects run consistently and the risks are communicated.Develop and revise departmental procedure manuals staffs in IT, Finance, Human Resources, Administration and Technical Support.Streamlined the process of Report generation and Daily Dashboards.Work Flow/Load Management: Escalation Management: Communication, Problem SolvingAligning the team with organization goals and driving them towards achievements Resource Management and Allocation Process Improvements: Transformation Projects, Best Practice Sharing and Implementation.Serving as a primary point of contact to onshore team.Managed teams working on different programs and smoothened out any areas of possible conflict.Evaluated the timely performance of different teams working on a project and documented the progress accordingly.Auditing the calls and provide training and feedback in an effective way and ensured improvement.Mentoring the supervisors and assist them formulate solutions for improving the performance of the associates. Show less

• 

  Exceed Management

  Jan 2017 - Apr 2019

  Client Delivery Manager

  • Partner with Associate Director in understanding contract/full time job requirements of the US Clients and strategize on achieving the targets.• Handle a team of 30 dedicated recruiters with 1 Team lead, and 15 floating recruiters and ensure that their performance is as per the company requirement. • Managing the end to end job requirements of the clients as well as the employees working for the company onsite.• Regularly touch base with the client coordinators to ensure that we are meeting the requirements by sourcing the best candidates and the quality standards maintained.• Working with the client PMO to ensure that the compliance is up to the mark and in the event of any escalations, handle it in place and ensure it is sorted and resolved without affecting the company’s reputation.• Ensure that the profiles being sent across are verified to make sure that the requirements by the client are met and are withi the agreed SLA.• Job requisitions that come from the clients are addressed by ensuring quality submissions. Screen the candidates to check for and to make sure that they are interested in the Job and only sent out those candidates who are ready for the same.• Attend to Conference calls with the Client to understand any changes or any new updates regarding the Jobs and then effectively communicate and train the recruiters.• Ensure that the employees hired are performing up to or above the requirements laid out by the client.• Liaison between the employee and the internal teams like Payroll, HR to ensure that the accounting information and other verification norms laid out by the US Government is completed on time.• Ensure that the Background Check, Documentation and Offer Agreements between the company and the employee is completed as per the SLA.• Point of Contact for the Clients and for the employees hired for contract onsite. Show less

• 

  CodeForce 360

  Sept 2019 - Mar 2020

  Account Manager
• 

  ADP

  Oct 2021 - now

  Lead Project Manager

  Working as IPM/TPM/ Lead PM. Responsible for managing a set of projects in 1 or more region. Run the projects as an individual or as part of a team for larger accounts. Knowledgeable and experienced in project management and lead multi-country payroll implementations. Excellent communication and cross cultural skills to collaborate with the project team members internationally. Successfully implementing the solutions for transitioning clients.