Gunjan Lal

Experience

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  Hutchison Essar Ltd

  Nov 2004 - May 2006

  Team Leader

  Was heading the team of telecalling UPW for the L1 bucket to increase the collection & revenue for the company.Preparing monthly presentation for data allocated and percentage of resolved & unresolved casesResponding to customer escalations.Responsible of segregation of data among the telecallers and compilation and loading the file in the system after telecalled.Built the positive teamwork feeling and the healthy working atmosphere so as to give the associates a ground to mature and grow internally.Achieved the target for collections and increased the collections within the target time.Trained the staff for the daily routine.Handling the corporate clients of L1 and L2 bucket.MIS Management & sending sms to the customers for credit limit & bills due.Coordinating with the collection agencies of UPW and different departments for bill dispute.Handling Chq Bounce cases and International roaming cases.Responsible for the performance appraisal of the team.Applications used in process (BSCS, CRM, FoxPro, Excel) Show less

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  Bharti Airtel Ltd

  Nov 2006 - May 2007

  Customer Care Executive

  Handling QRC.Involountary Churn.SLA Adherence, Tarrif Migration flow, Shifting cases, Self-care, PAM, E-Mail Tracker.Coordinating with Lobby & keeping follow up of the lobby cases.MIS & Churn Management.Accountable for making action plans and motivating associates on a continuous basis, to meet targets and improve on weak areas also.Interfacing with clients for understanding their requirements & suggesting the most viable solution and cultivating relations with them for customer retention & securing repeat business.Heading Focus Groups and imparting them with updates from Customer ensuring successful implementation thus yielding positive results. Applications used in process (ACE, CRM, Excel) Show less

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  Bhardwaj Consultancy

  Jun 2007 - Aug 2008

  HR Executive

  To coordinate with corporate HR for timely recruitment and selection of Human Resources. (Search through JOB PORTALS)Short listing CV’s and arrangement of interviews.Following up with the candidates to avoid drop out on the scheduled day of interview for all the positions.Coordination in Recruitment & timely availability of manpower as indented.Team Handling.Feedback from Candidates & Clients. (Direct Interaction with Clients)Understanding the requirement with clients.Making strategic plans for requirement and implementing the same for the required time.Source, pre-screen and qualify candidates through phone interviews, ensuring that when candidates are interviewed, cover items such as seriousness and purpose, reasons for leaving, salary history, and travel constraints when applicable.Maintaining good relationship with the candidate and following up till he joins the client and also building a reference database from them.Airtel (Broadband & Telephone services) Show less

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  Save the Children UK

  Mar 2010 - Jul 2012

  Donor Servicing

  • Managing customer centric operations, resolving Customer disputes and coordinating with concerned department & ensuring customer satisfaction by achieving delivery & Churn.• Coordinating with Bill Desk for ECs Cancellation cases.• Provided regular feedback to the different departments on the types of complaints received and resolved and identified measures to minimize the same.• Ensuring the Closure of all the complaints or request within SLA.• Maintain MIS for all complaints and queries and sharing this on daily basics with all the concern along with status on each complain/query in the stipulated format.• Update/Payment confirmation/Payment receipts request to concern person and updating back to the customer after request processed• 80G Receipts generation• Responsible for the end-to-end delivery of communication pieces like Newsletter, Emails, Direct Mail packages & other marketing collaterals as required.• Manage the existing donor database to produce effective customer servicing patron & upgrading the donor database for better retention.• Developing the tracking mechanism to improve functioning & monitoring of Backend activities.• Support the Corporate/HNI Fundraising team. Show less

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  Concern India Foundation

  Jun 2012 - Jan 2022

  - Handled operations for the Airtel Delhi Half Marathon, with the organization being the official charity partner for the event.- Initiating new corporate partnerships and developing strategic partnerships with each corporates.- Leading various fundraising events- Effectively managing the existing donor portfolio and expanding it.- Conduct employee engagements with varied clients.- Ensure timely, accurate, and effective donor servicing.

  • Branch Manager

    Apr 2021 - Jan 2022

  • Head Resource Mobilisation

    Jan 2018 - May 2021

  • Resource Mobilisation

    Jun 2012 - May 2021
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  Nasscom foundation

  Jan 2022 - now

  Head Corporate Volunteering & Events