Atanu Mukherjee

Experience

• 

  MICRO ED COMPUTERS LTD

  Feb 1996 - Sept 2000

  Deputy Manager

  (Operations)

• 

  BHARTI MOBITEL LIMITED

  Oct 2000 - Sept 2002

  Consultant
• 

  CitiFinancial Retail Services India Limited

  Sept 2002 - Apr 2004

  Assistant Manager
• 

  BHARTI AIRTEL LIMITED

  May 2004 - Dec 2008

  Pivotal role in implementing Collection Control Process & Systems to streamline the collection operationsInterfaced and coordinated with collection agencies to establish a collection network, appointed 12 agencies and implemented, monitored and modified collections process to maximize collections and to meet collection targetsEnhanced customer relationships, developed rapport with all external/internal constituents of the client at all levels for maximum client retention & achievement of revenues; provided request management data to help the voice team increase efficiency in managing customer queriesPioneer in conducting Regular process audits and generating reports along with Complaints management and RetentionsBuilt long lasting relationships with client personnel that fostered and enhanced client tiesEstablished plan to ensure proper Acquisition Documentation process adherence w.r.t to the guidelines provided by the regulatorResponsible for distributing the targets among team members, supporting them in handling the calls to ensure all targets Show less Successfully developed strategy and managed implementation of organizational culture to change-new creed, vision, management, values, empowerment to drive organizations forward in a fast-paced, highly competitive environment Recognized for solving the ‘High Over Due’ cases by meticulous preparation of collection plan & deliberations and by allocating proper Repossession SystemDistinction of conceptualizing and implementing measures for controlling slippage process and legacy collection 6% from >90 days bucketWon appreciation for directly handling approx 19K customers of platinum base and interacted with the defaulting customers to persuade them to clear the dues with an excellent success rate of >100% in collection and less than 1% in bad debtCitiFinancial Retail Services India Limited, KOLKATAOrganized various training sessions for the team to enhance their performanceHaving credential of developing such strategies so that it fetched minimum 35% Business Growth irrespective of any place Show less

  • Manager

    May 2004 - Dec 2008

  • Collection Manager

    May 2004 - Dec 2008
• 

  Tata Teleservices Limited

  Dec 2008 - now

  Accomplish responsibility for heading customer service operation for the enterprise business unit in the entire north region for the top corporate segmentOverall ownership of heading collection operation and CLM for Enterprise Business unit in entire Northern Region ( DNCR, Haryana, Punjab, Himachal,Rajasthan, UPE and UPW)Design, develop and implement customer life cycle management control process & system to streamline the operation for Northern region, which resulted in less churn & improving in overall CSD parametersDevelop Escalation Matrix for top corporate customersActively involve in monitoring Vol and In-Vol retention with the help of outsourced agencyProactively participate in identifying repeat complain (Tech and Non-Tech) customers and align the complain management teamAccountable for managing CSD related activities of backend, Call Centre and Franchise operations in the CircleDrive the efforts for implementing dunning process for Top Corporate accountsDraw plans for implementing zonal collection target setting process & review mechanism with the help of a customer service operation teamShoulder the responsibility for quality acquisition and maintaining the life cycle of customer through various programsDeveloping & implementing various credit / dunning related strategies to control barrings, bad debts and churnGear the activities for collecting data to generate periodic reports to keep track of closure and pendencies and carried out value added analysis of reports for trend assessment on delinquency fluctuations, and customer behaviorActively engage in Customer acquisition process (Order entry/Welcome Calling/AV) along with the audit compliances Show less Managed collection operations for Enterprise Business Unit covering entire Eastern Region (Kolkata, Rest of Bengal, Bihar, Jharkhand, Orissa & North East) with key focus on Top Corporate, Small & Medium Enterprise & Leased Line product. Sucessfully implemented collection control process & system to streamline the collection operation for eastern region thereby achieving less churn & improve in overall collection. Aligned the collection & customer relationship team towards the customer services for revenue enhancement. Developed team with clearly spelt out responsibilities for handling customer cases and ensuring speedy customer servicesConceptualized and implemented process modifications to enhance operational efficiency and optimize resource utilization for better customer focus & service level. Played a key role in implemented dunning process for Top Corporate accountsImperative in implementing:Zonal collection target setting process & review mechanism with the help of customer service operation team. Circuit level reconciliation process for leased line product.Established healthy business relationships with the parent circle for NBA accounts & NPLC leased line accounts Show less

  • Service Operation -Support

    Jul 2015 - now

  • Regional Head

    Oct 2011 - Jun 2015

  • Regional Collection Manager

    Dec 2008 - Sept 2011
• 

  Tata Tele Business Services

  Sept 2011 - now

  Regional Head- Service Operation

  Set and fine-tuned an excellent operating base which is ratified by a very high customer retention ratio, focused on productivity and operational efficiency translating into cost savings and bottom line improvementConducted ‘SWOT’ analysis and utilized findings for designing customized strategies to enhance customer services Implemented the concept of MIS reporting to update the Management on a regular basisCredited for reduction of zero usage , which result in enhancing the revenueNominated as an “Incident Controller” to respond to the emergency within the shortest possible time, and guide the staff to handle the emergency in a safe and effective manner Show less

• 

  Saraswati Online.Com

  Jan 2016 - now

  • AVP Sales and Marketing

    Jan 2016 - now

  • Head Sales and Marketing

    Jan 2016 - Jan 2017
• 

  Saraswati Online.Com

  Jun 2016 - now

  Associate Vice President