Supriya Kumar

Experience

• 

  Tentacles Entertainment

  Mar 2005 - Sept 2007

  Associate

  Profile - Event Co-coordinator

• 

  Idea Cellular Ltd

  Jun 2008 - now

  Postpaid Collection Team, Service Delivery, Haryana CircleResponsible for 60+ collection performance through field agents & collection agencies Identification of higher bucket base and ensure performance of collection agencies through routine monitoringEnsuring minimum debt flow in higher bucket through early bucket collection through channel and field service teamSupporting retention team in high value case tracing, settlement and retention through field agents.Identifying ways and means to recover maximum payments through skip tracking, web applications, legal notices and lok adalat settlements. Vendor management through on-boarding negotiations, performance slab creation, cost rationalization and agent incentive schemes.Achieved consistent 40%+ collection performance in 60-90 portfolio and 12%+ in 90+ slabsTimely escalation closure to avoid any financial disputes and legal proceedings.Filing legal suits against intended high value defaulters in coordination with circle legal team. Show less Service Excellence Team, Service Delivery, MPCG CircleProcess implementation, awareness, adherence & improvements as per corporate norms & ISO guidelinesCreate awareness around processes through various programs & campaignsIdentify process improvement areas and provide solutions to corporate teamExecute Customer & Process Experience Surveys. (CSAT, Mystery Shopping, Process Experience, My Idea Franchisee & Employee satisfaction, NEB CSAT,ICF,VOC).Competition performance studyQuality Management Projects - Awareness & visibility on the concepts & its benefitsExecute Customer First program and take initiatives and actions on the VOC received Show less Response & Resolution Team, Service Delivery, Bihar CircleValidate & pass waiver to eligible prepaid customers as per the process along with RCAAnalysis of waiver posting & corrective actions to reduce revenue loss & waiver complaintsEnsure resolution of prepaid complaints / requests viz. charging, VAS complaints, recharge issues etcIncrease FTR and reduce repeat call at call center for prepaid complaints (Cost Reduction)Maintain monthly ISO catalogues, trend analysis and corrective actions for process improvementLine item wise COSA tracking & highlighting deviationsResolutions & reverts to all complaints at Nodal Appellate Show less

  • Assistant Manager

    Feb 2015 - now

  • Assistant Manager

    Jun 2012 - Feb 2015

  • Senior Executive

    Mar 2009 - Jun 2012

  • Executive

    Jun 2008 - Mar 2009