Rekha Bhatt

Experience

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  Bharti Airtel

  May 2002 - Feb 2004

  Senior Connect Executive

  Handling Customer Services: - Handling complete CS DepartmentHandling Inter Departmental Coordination: - Dealer’s , Sales , CS Team, RSP for informing New Schemes, Accepting Forms, Product Information, and Handling Commission payments.Handling Sales Activities:- Achieving the sales target set by company through effective dealer co-ordination, walk-in Prospects and existing Subscriber.Achieved “TIGER HILLS “in the year 2003 & were the only connect who had achieved The Target in Rest of Maharashtra Knowledge of Systems: - Having Knowledge of systems of Arbor / Payment software / Kenan Activation / CRM / POS etc. Show less

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  Tata Teleservices Ltd

  Jun 2004 - Mar 2005

  Back Office Employee

  Handling Retention and Churn – Achieved 93% monthly retention target set by the co. & were First in the ROM (Rest of Maharashtra). Handling Franchisee team – Coordinating with Franchisee on a day-to-day basis, training on new product & process etc.Handling Refunds – Handling Refunds of the customer (Pre installation & post installation) of all the types of services provided by the company TDMA / CDMA / PCO iManaging Walk-ins & CRMHandling Order Entry & POS– Handling Order Entry Agency (Daily forms which gets entered in to the system). Coordinating with inter department – Need to coordinate with different departments of the company for Retention purpose, Refunds etc.Knowledge of Systems – Having Knowledge of systems of Arbor / Kenan / POS / Metasolv / CRM / BRS etc. Show less

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  ABN AMRO Bank N.V.

  Jun 2005 - Nov 2005

  Customer Service Executive

  Handling end to end Backend operationsHandling IMP Customers: - High profile & VIP customer (gold) customer escalation & Queries & ensuring proper resolutions.Handling Retentions: - Handling escalation / irate / disputed calls. In case of churn treat optimizing available retention tools ensuring customer retentionHandling banking transactions & Queries: - Helping customers on different types of Loan Queries, Providing solutions regarding their Pay offs and after pay off related Queries, forwarding lead to the concern dept. Ensuring financial request and queries are closed within TAT. Show less

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  PCS - Malay Dalal (Collection agency for Vodafone)

  Feb 2006 - May 2007

  Centre Head

  Managing Site P&LHandling a team of 50+:- Handling a team of 45 tele-caller executive, 6 team leader & 4 credit control executives.Handling Collection calling for overal Gujarat Circle: - Assuring cycle wise target for entire Gujarat circle.Monitoring Due Date, Cycle End & Month End to ensure over all target of the company.Day to day performance review by setting individual goals, Tele calling feedbacks etc.Strong coordination with other field staffs for high efficiency of tele callings.Solving escalation calls with timely follow-up with company & customer to give better & timely solution including dispute / waiver resolutionDaily MIS – Market wise / Cycle wise / tele caller wise allocation giving, updating on a daily basis, preparing Month End reports sending the same to branch office.Delinquency and fraud ControLHandling Administrative & HR related activities: - End to end handling from Recruitment, training and delivery on operations floor. Show less

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  Vodafone

  May 2007 - Dec 2018

  Corporate resource for Vendor management total HC of 950+ CSA including Inbound and Outbound operations Managing end to end Contact Centre operations through Vendor from hiring to Training to Ops delivery and monitoring Quality matrix for Inbound and Outbound operationsLobs managed – Postpaid, Prepaid, Tele verification, Data Helpline, Dealer Helpline and Outbound operationsEnsuring we put the “customer first’ and be custodian of the customer Coordinating with the Service partner, Corporate Team and Circle Team, handling internal KPI’s such as Service level, TNPS, Quality, Repeat Interaction and Tagging Accuracy and ensuring targets are over achieved as per company expectationsEnsuring revenue generation through inbound pitching and online activationsOptimizing resources by reduction in cost to serve and call per subscriber Building efficiency for all the 3 sites managedSupporting cross function on process correction and Customer VOC’s and VOAManaging consistent programs to motivate and recognize performing agents Supervising volumes for all Lob’s and month end spikesCustomer retentions via Outbound campaign, benchmarking 70% of actual retentionsGenerating 6X revenue against the cost of OBQuality Process adherence, implementation and monitoringDriving TNPS across sites and delivering Corporate driven targetsControlling Fraud and Miss use of Empowerment at Partner site and ensuring ZT process adherenceSharing case studies on CXXAppropriate building of Reports and MIS formats basis business needsWeekly and Monthly reviews with Corporate and Service partners Show less Managing end to end Contact Centre operations being part of SPM team placed at Circle Head officeLobs managed – Postpaid, Prepaid, Tele verification, Dealer Helpline and Outbound with 12+ headcountWorking on Projects – Operations knowledge group, External quality, Increase in FTR, Back office errors and Simplification on customer process, Revenue generation, One team One Win etc.Core team member for yearly (12+3) call centre Budgeting at Circle30 lakhs saving for 2016-17 from the assigned budget – Highest Pan IndiaOptimising resources and ensuring Circle CPS is well in control SPOC for QOS basis TRAI mandateVRM desk set up for Gujarat and Rajasthan CircleCoordinating with the Service partner, Circle cross function Team and Corporate teamsEnsuring revenue generation through inbound pitching basis Circle Marketing targetsAnalysing and correcting process issues ensuring minimal impactManaging Circle driven reward programs to motivate and recognize performing agents at Service PartnerManaging Circle Forecast for All LOB’s, assigning daily forecast to ensure Bill Spikes are managed AppropriatelyCustomer retention and revenue generation from Outbound campaign – Month on Month delivery Circle set targetsDriving NPS scores for circle , month on lead with competition with 5 points DeltaDriving Service Partners to deliver set TNPS targets month on month in turn ensuring Circle target are metConsistent delivery in Circle Score card being in Top 3 slots month on month Pan India Show less Joined as a team Leader got promoted as Senor Team Leader and Team operation ManagerManaging end to end Call-Centre operations for Gujarat and Rajasthan CircleLobs managed – Postpaid, Prepaid, Dealer Helpline and Nesting ProcessWorking on Projects – Six Sigma, C-Sat, Client delivery, Site Set up at Jaipur location within 30 days and New Site Set up in Ahmedabad for enhanced AnsweringManaging operation round of Interview to ensure right candidate get selected Primary SPOC for changing Training lesson plan Pan India to build a SMART learning programme to cater the Operational real time needs rather class room trainingsLob Wise P&L deliveryLeading TBSS group working to enhance floor quality (Internal and External) through rigorous feedbacks and mentoringLeading OKG(Operations knowledge group) handling Briefing across process, briefing dipsticks, Incorrect and Incomplete tagging, Knowledge evaluation test for Supervisors, Welcome back for CSA and supervisors on leave, nodal and circle escalations and SR Management – circle driven activity, dealing with client for product/process gaps, IT/ system failure concerns, raising VOC and sharing suggestions for improvement in firm’s product/services.Assisting the Recruitment Teams in hiring agents (Hr Support)Active member of Project Retention Team, responsible for retaining talents, escalation and resolving employees concerns with the support of HR team and keeping track of absenteeism on floor by doing regular follow ups. Also sharing Attrition analysis and maintaining MIS regularly on monthly basis.SPOC for QOS and Customer VOC for SiteCoordinating with the Circle cross function Team for both the Circles managedPeople management through regular engagement with teams and weekly RnR and Fun activitiesDelivering Daily SLA’s against Forecast by assigning RTQM systemWeekly rosters against Volume trends and identifying exigencies and ensuring minimal impactHighest scorer in Manager index in VPS for 2013 to 2015 Show less

  • Site Operations Lead

    Mar 2017 - Dec 2018

  • Deputy Manager - SPM

    Dec 2015 - Mar 2017

  • Team Operations Manager

    May 2007 - Dec 2015
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  Lendingkart

  Aug 2019 - Sept 2021

  Heading Customer Service domain for all channels Voice, Email, Web chat, Whats app and Social Media along with Lead generation and Agreement generation team both Inbound and Outbound. Responsible for Nodal and RBI escalation closure.Revenue generation and customer service being core KPI.

  • Senior Manager - Head Customer Service

    Apr 2020 - Sept 2021

  • Manager Customer Service

    Aug 2019 - Mar 2020
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  Avanse Financial Services Ltd.

  Sept 2021 - Jul 2022

  Chief Manager
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  Paytm

  Sept 2022 - now

  • Deputy General Manager

    Jul 2024 - now

  • Assistant General Manager

    Sept 2022 - Jul 2024