Writuparna Gupta

Experience

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  Usha Martin telecom

  Jul 1997 - Jan 2002

  Executive

  Handled various roles Officer (Call Centre Agent ), Executive at Activation and Billing , Written communication and Complaint resolution

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  Hutchison Telecoms

  Feb 2002 - Aug 2007

  Leading the Customer Relations Vertical responsible High Value Customer and all Engagement activities for the premium base Responsible for CS projects for east , Part of the National CRM core team , Responsible for roll out various parts of India Handled various responsibility as Lead Resolutions, Team Leader Call Centre

  • Deputy Manager

    Sept 2005 - Aug 2007

  • Assistant Manager

    Jan 2004 - Aug 2005

  • Senior Executive

    Feb 2002 - Jan 2004
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  Vodafone

  Sept 2007 - Mar 2015

  Operations Heads - Customer Service ( Area Bihar and Jharkhand ), Responsible for Zonal CS operations , Retentions and Relations vertical and Outbound Contact Centre Customer Support Group Head ( Bihar and Jharkhand ) Responsible for Activations, Back Office , Quality and Process . Customer journey improvement ,Projects and Compliance Heading written communication (Non Voice ) for Corporate and Consumer customer interaction , responsible for CSAT ,Close looping and external audits . Fastrtack complaint cell .- Project Eco Friendly : Pioneered the entire process of automation , online storage of letter and FAX .Minimising the entire physical handovers of documents Zonal CS head , responsible for entire service operations for south Kolkata including retail P&L ( 75% of the business volume ), pioneer is setting up the entire process , reporting and Funcational structure syncing the business priority Leading the Customer Relations Vertical responsible High Value Customer and all Engagement activities for the premium base,pioneer of setting up the entire modus of relationship , segmentation and approach of contact for the entire postpaid base of Bengal+Accorded Highest revenue growth and lowest churn

  • Sr Manager - Cutomer Service

    Apr 2013 - Mar 2015

  • Manager Customer Service

    Oct 2010 - Mar 2013

  • Deputy Manager

    Jun 2009 - Sept 2010

  • Deputy Manager

    Mar 2008 - May 2009

  • Deputy Manager

    Sept 2007 - Feb 2008
• 

  Vodafone

  Jul 2015 - Aug 2018

   Customer Experience Management - NPS /TNPS Service Operations - Entire Customer Life Cycle ( Onboarding , Contact Centre , Service Operations ,Compliance,Projects, System Support, Customer Relations , Retentions ) Quality of Service , Call Centre , Retail ,Process and Document Compliance Partner and Collaborate - Local and National Corporate Projects Work Force management - Direct/Indirect Span of Team, Circle, Corporate , Partner and External Body Innovate and Strategize ways to improve Customer Experience – Partner and Initiate programs Show less  Customer Experience Management - NPS /TNPS Service Operations - Entire Customer Life Cycle ( Onboarding , Contact Centre , Service Operations ,Compliance,Projects, System Support, Customer Relations , Retwntions ) Quality of Service , Call Centre , Retail ,Process and Document Compliance Partner and Collaborate - Local and National Corporate Projects Work Force management - Direct/Indirect Span of Team, Circle, Corporate , Partner and External Body Innovate and Strategize ways to improve Customer Experience – Partner and Initiate programs Show less

  • Head of Customer Service (General Manager)

    Apr 2016 - Aug 2018

  • Deputy General Manager-Customer Experience

    Jul 2015 - Mar 2016
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  Vodafone Idea Limited

  Sept 2018 - Oct 2020

  . Customer Experience Management - NPS /TNPS· Customer Life Cycle Onboarding , Retentions & Relations, Collections , UAT & Process· Service Operations - Contact Centre & QRC Management and Digital and Selfhelp care· Quality of Service , Call Centre ,Retail Process and Document Compliance· Training Partnering – Contact Centre, Service Group and Retail· Partner and Collaborate - Local and National Corporate Projects· Work Force management - Direct/Indirect Span of Team (1500+), Circle, Corporate , Contact Centre, Chat , Non Voice Partner and External Body· Innovate and Strategize ways to improve Customer Experience – Partner and Initiate programs· Transition Management – People, Process and Environment Show less . Customer Experience Management - NPS /TNPS· Customer Life Cycle Onboarding , Retentions & Relations, Collections , UAT & Process· Service Operations - Contact Centre & QRC Management and Digital and Selfhelp care· Quality of Service , Call Centre , Retail ,Process and Document Compliance· Training Partnering – Contact Centre, Service Group and Retail· Partner and Collaborate - Local and National Corporate Projects· Work Force management - Direct/Indirect Span of Team (1500+), Circle, Corporate , Contact Centre, Chat , Non Voice Partner and External Body· Innovate and Strategize ways to improve Customer Experience – Partner and Initiate programs· Transition Management – People, Process and Environment Show less

  • Head Of Customer Service ( Vice President)

    Nov 2019 - Oct 2020

  • Head Of Customer Service (General Manager)

    Sept 2018 - Oct 2019
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  ACT FIBERNET

  Nov 2020 - Mar 2022

  Head of Customer Operations ( General Manager)

  -Member of the Leadership Team -Responsible for strategy and execution of the strategic intent-Manage Customer Life Cycle to ensure seamless experience-Focused approach to improve segment wise revenue performance - Seamless processing of customer application for timely installation of new connection , Shifting and transfers -Ensure Customer Enquiry, Request and Complaints resolved within agreed SLA's-Engage with Customer and Stakeholder lead programs to maintain/improve the ARPU of the base-Retain and Reduce Churn, thereby adding to the Business Net growth-Drive CSAT ,Feedback Survey, Automation ,process re-engineering & craft digital journeys for seamless experience -Strong Cross Functional Collaboration and Ring Fence-Ideate and Launch new processes to increase Efficiencies-Engage and Collaborate in Programs for Both Local and National Replications-Drive Tesms & Partner productivity and performance - Overall Quality assurance of the team and respective contact centre-Overall Budget designing , approval and maintain the compliance-Overall Training and Development of the Team-Manage and Lead Operational Team across Branches Show less

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  Junglee Games

  Mar 2022 - now

  Associate Vice President - Customer Experience and Operations

  A member of the leadership team, National head of the customer experience and operations functionResponsible for leading Cutomwr First across organisation , CX Strategy & Transformation,Analytics ,Budgeting, Onboarding ,Compliance, Contact Centres (Voice and Non Voice ) Resolution Operations, VIP Management, Retention, ORM, Customer Satisfaction (NPS,CSAT and CES), Consumer Insighting ,Journey Designs, Digital Transformation, AI empowersmnt ,Automation , CRM tools , Training, Quality, Payment Transactions and Risk Operations. Show less