Avita Mahendra

Experience

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  Chaney Corp

  Apr 1995 - Dec 1997

  Project Executive
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  Mercedes Inc

  Jan 1998 - Dec 1998

  Executive Assistant to General Manager
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  Bpl Cellular Limited

  Dec 1998 - Jul 2003

  Relationship Manager

  Relationship Management with Corporates, VIPs/CIPs & High Revenue SubscribersMaintained personal rapport with Govt Dignitaries & Authorities in order to ensure strong interface with Company'sBusiness interestsEstablished contacts & focused on individual high ARPU customers for their queries & issue resolutionRetention of SubscribersClose co-ordination with Credit Risk Team to monitor subscriber's credit limits, suspension &Dunning24 hours ‘in touch' accessibility with Subscribers to ensure ‘Promised Service Standards'Performed Joint Relationship Calls with Major Account Managers for Sales & Service Issue ResolutionPayment Collection from Major AccountsIncreased and Promoted Value Added Services to Corporates to boost revenueSpeedy Bill Simulation in case of disputesClose interface with Branch Offices & Circle Office to resolve critical issuesProvided Customized Solutions & competitive alternatives to Large Accounts through tariffs & flexibility in terms oftrade in order to ensure lifetime retentionCo-ordinated with Channel Partners to provide pre-sales back upEntire ownership of Platinum (High revenue generators) subscribers for Pune clusterResponsible for VIP, CIP, HNI & Platinum ClientsSkillsResponsible for Upgrade & Upsell to GOLD & PLATINUM subscribers Show less

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  Airtel

  Jun 2004 - Feb 2005

  Senior Executive - Corporate Retention

  Handled Voluntary / Involuntary Churn for corporates in rest of Maharashtra and GoaManaged team of Collection Executives for Involuntary Churn & Outbound telecalling agents for Involuntary churnDirectly handled team of FOS for Voluntary ChurnProcess owner for Voluntary Churn ProcessRelationship Management -HNI Employee Life CycleFocused on Problem Solving and Query ResolutionCo-ordinated with credit risk team to monitor dunning for corporatesTraining of Retention / Collection AgentsCo-ordinated with Collection agencies and channel partners to drive retention Show less

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  ICICI Prudential Life Insurance Company Limited

  Feb 2005 - Oct 2005

  Manager

  Recruitment of HNI to Charter with usSalesTraining & Motivation of team MembersManaged Investment silhouette for HNI'sEstablished strong relationships with Partners / ClientsArranged events in HNI Sectors to enhance businessConsultation for Insurance/ Investments to ClientsDeveloped and Oversaw strong team of 15 business partners recruiting orienting and training loyal hard workingemployees.HNI Corporate RetentionDeveloped business plans to deliver sustained growth.Employed outstanding communication and conflict-resolution abilities to deftly resolve customer complaints.Expanded customer base through strong service Show less

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  Serco

  Nov 2009 - Jul 2014

  Assistant General Manager

  • Service Delivery & Operational Excellence for 3 call Centre locations (Mumbai, Agra, Jordan) with over 500 professionals • Client Relationship Management • Developed and executed strategies to upscale ARPU. • Slashed costs by 20% while simultaneously raising quality measures by 25% through implementing better hiring, upskilling workforce management, and monthly reviews. • Supervised, Trained & Mentored Managers (5 direct reports) enhancing performance and output • Drove Operational Performance to improve customer satisfaction through effective forecasting staff planning and workforce optimization • Managed Spearheaded and drove Process improvement initiatives while redesigning sales and service strategies increasing ROI by 30%.• Reviewed Monthly Operational reports with Managers, ensuring SLA's are met as per contractual agreement and client expectations • Target Setting • Front-ending and establishing high-level relationships with Clients • Mapping Client Requirements and coordinating, developing and implementing processes in line with guidelines • Monitoring overall functioning of the process• P & L Management • Worked closely with WFM(Work Force Management Team) for budgeting, forecasting, risk analysis, process improvement, and financial interpretation. • Implemented improvements to service policies creating a 12% increasing retention and Loyalty.• Quality and Training technicians thriving to augment quality at all sites Show less