Ajit Pathak

Experience

• 

  MTNL

  Apr 2005 - Jan 2006

  Customer Service Representative

  Key Responsibilities: As an advisor handling MTNL prepaid/postpaid (Trump/dolphin) customer. Got promoted after 5 months as KNE. Responsible for end-to-end MTNL DGM (Mr. Rajesh Roy) escalation calls for high profile customers like MPs/MLAs, Bollywood stars etc. Ensure timely closure as per Quality metrics of all customer’s QRC.

• 

  Aegis Global

  Feb 2006 - Jun 2012

  Specialist Trainer

  Key Responsibilities: Started with the customer service representative for Airtel MP&CG postpaid customer. Got promoted after 7 months as a Sr. executive as responsible for escalation calls answering & maintaining daily report absence of TL. Got promoted as Trainer in 1 year & 2months wherein the responsibilities are to take care of Inbound Postpaid NHIP. Gor promoted as Specialist trainer after 1year & helped in training while new transition for GPRS, Mobility Outbound (Retention & Collection, QRC Pre & Post), Telemedia Inbound & Outbound (Retention & Collection, QRC Pre & Post). Monitoring call audit team to ensure completion of audit targets and certifications.  Supported for 3 new transition & 1 process inter-site movement high value customer business like Airtel NDNC (at Gurgaon 2009), Airtel UPE & UPW Postpaid (at Lucknow 2011) & Airtel MNG Postpaid & Airtel Delhi Postpaid (at Pune 2012). Responsible for Training Compliance, FLR & Support for Refreshers conduct on floor with improvement in CQ as well. Ensure compliance with standards set nationally through mystery audits. Developing effective training programmes in conjunction with the other departments in the company Managing customer service operations for rendering and achieving quality services. Innovate in area of content using eLearning simulations more effective and relevant for various learnergroups. Training conducted on the following for 500+ executives:a) New Live applications like KM-Portal, COSMOS, one-click & ICRM.b) VAS (value added services) Lab training with the live demonstration on various VAS services.c) FLR, UPSELL, Repeat calls training.d) Communication, soft-skills and process training.e) Team building, Personal development and self-confidence. Show less

• 

  Firstsource

  Jul 2012 - Feb 2013

  Customer Service Team Lead

  Key Responsibilities: Handling Airtel Platinum west HUB (circles: MPCG, Raj, Guj, MNG & Mum) for different LOBs like Mobility Inbound (121,198)  Responsible to Shrinkage, Attrition, AHT, Login hrs & the other KPIs. Acting as an escalation gate to resolve critical issues of the team with the circle team . Initiated Project Sunshine, TTT (Type Talk and Tag model) & Gurukul in Airtel Platinum Inbound business for high Repeat calls, Low CQ & NSS to cheerfully procure client expectation. Conduct one on one and Prepare RAG Report, to identify and manage potential areas of concern and underachievement, adopt objectives and discrete approach to reach an effective solution, and execute new plans/ideas for better performance. Balancing refresher across learner groups and TNI to show impact on the CQ, NSS throughout the Year. Organised & conducted Induction sessions on pre-process agenda for all new employees while ramping up the Airtel platinum business. Initiated JKQ in Airtel Platinum business in all LOBs after ramp-up & disseminate the JKQ process with the process trainers. Show less

• 

  Digicall

  Feb 2013 - May 2015

  Assistant Manager Operations

  Key Responsibilities: Worked as AM-Ops & responsible for 100+ FTE business with the help of Airtel Postpaid inbound with KnE and SRD desk for both Prepaid and postpaid LOB & directly reporting to Center Head. Initiated weekly review for all Senior TLs, TLs, QAs and trainers for process improvement & meeting of individual as well as group target as per stakeholder’s desire. Driving Team performance (Score card parameters, productivity and balance) by the help of MIS team . Review RAG Report, to identify and manage potential areas of concern and underachievement, adopt objectives and discrete approach to reach an effective solution, and execute new plans/ideas for better performance. Leading ops to meet the performance and target given by the client.  Worked on Folder Management so that all the data & reports are takes place where in any person can get the data easily whenever is required. Effectively managed multiple projects for agents & process improvement at a time (like Concord, LSCMP & ASCMP) in less manpower. Handled workshop on Retention for voluntary & involuntary churn of Postpaid customers to drive FLR project on floor & shown excellent performance and stands at the 1st rank among all the partners working for Airtel MNG Postpaid. Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. To ensure that the executives adhere to all the Service Assurance parameters and procedures as per standards. Ensuring highest level of quality in operations. Show less

• 

  Airtel

  May 2015 - Feb 2017

  Deputy Manager Retail Operations

  Key Responsibilities: Managed Retail team with Airtel ltd on behalf of Centum learning ltd and taking care of Airtel Franchise Retail training coaching for Bihar & Jharkhand (30 Retail store). Responsible for store managers grooming, ID management, new update dissemination & service KPIs (NPS, interactions, Network demo, application uses to improve SERVE TO SELL concept). Leading store ops & training to ensure the performance of team members with the efficiency in operations and meeting of sales targets. Govern the training team and ensure desired implementation of training guidelines and procedures. Develop & manage all the advisors feedback mechanism with process leaders & quality assurance team to ensure better customer experience and initiate quick delivery on NPL or update to be disseminated, lab exercises and assessment for up skilling team member. Show less

• 

  Radha Krishna Enterprises

  Feb 2017 - Oct 2019

  Head of Operations and Training

  Key Responsibilities: Worked on the Jharkhand govt. project in diverse role to set up a Call center with around 50 seat business for Electrical maintenance work on behalf of Radha Krishna Enterprises (proprietorship firm).  Helped to manage the account of 1.8 Cr business of electrical firm. Supported to increase the profitability by increasing day by day rendering productivity in structured format. Managing monthly billing & site ops execution as per the given TAT. Set Standards & Business Processes: Assess quality benchmarks to analyse and provide performance feedback to the relevant departments. Implement and maintain departmental quality and compliance. Show less

• 

  Five Splash

  Oct 2019 - Jul 2020

  Operations Manager

  Key Responsibilities: Managed Operations with Fivesplash Infotech Pvt Ltd & taking care of 250+ FTE business of FMCGSWIGGY (OMT & verification) and E-commerce OLX & Cedarwood. Supervising customer service operations for rendering & achieving RNP by month on month, providing first line customer support by answering queries & resolving issues related to OMT. Proficient in managing teams for running successful Lead generation & experience of developing procedures, service standards for business excellence. Initiated weekly review for all Senior TLs, TLs, QAs and trainers for process improvement & meeting of individual as well as group targets as per stakeholder’s desire. Acting as an escalation gate to resolve critical issues of the team with the clients. Planning for staffing structure in the future course on projection RNR, on floor activities to ensure effective motivation of the team members. Maintain the adequate manpower as per roll & ratio provided in agreement in each LOBs. Ensure compliance with standards set nationally for internal audits and audits done by externalbody. Show less

• 

  Cogent E Services

  Sept 2021 - Jan 2023

  Service Delivery Manager

  Key Responsibilities: Managed 250+ FTE telecom business of Vodafone Idea Ltd Retention team for both prepaid & postpaid LOBs. Dialer and strategy management of data to run operations effectively. Responsible to manage the FTE delivery for all 1000+ seat business of VI Ltd, OYO & Credit Mantri from multiple center (Meerut, Vadodara & Mangalore locations) Reviewing account managers daily to sustain the deliverables towards the business. Taking prediction to ensure delivery as per the requirements to achieve the billing from client. Supervising customer service operations for rendering & achieving quality services, providing first line customer support by answering queries & resolving their issues. Driving Team performance (Score card parameters, productivity and balance) by the help of MIS team .  Co-ordinating manpower planning with recruitment, training & WFM team and planning seat utilization as per Headcount & volume with the co-ordination with WFM team . Conducting performance appraisals, RNR, on floor activities to ensure effective motivation of the team members. Planning the staffing structure in the future course on the projections given. Show less

• 

  IEnergizer

  Jan 2023 - now

  Business Operations Manager

  Key Responsibilities: Currently handling Rapido account as Account Head of 325 FTE business with the help of 338 associates & 37 support staffs of 6 LOBs which is Customer Support (Chat/Email), ORM (Online reputation management), ERT (Emergency response team), Redeem (Fraud analysist team), HH(Captains handholding team) & Priority 0 (Female priority & legal issue). Responsible to drive KPIs like SLA, CPA/TPA, shrinkage, as per client deed.  Maintain the adequate manpower as per roll & ratio provided in agreement in each LOBs. Focus on maintaining high employee retention rate and ensuring pro-active approach to ensure operational readiness. Conducting performance appraisals, RNR, on floor activities to ensure effective motivation of the team members. Demonstrated ability to motivate staff to maximize productivity during business optimisation & implementation of AI/ML bot responses from client end. Planning the staffing structure in the future course on the projections given. Analyse the team member’s performance to rollout the structured & fair IJPs. Leading ops & training/quality to ensure the performance of team members efficiency. Effectively managed multiple projects for agents & process improvement at the same time (like Concord, ASCMP) in less manpower. Ensure execution for adherence of all the Service Assurance parameters and procedures as per standards with the highest level of quality in rendering Operations. Show less