Siddhartha Rupramka

Experience

• 

  Airtel

  Jan 2004 - Jan 2006

  Executive, Customer Service
• 

  Vodafone

  Jan 2006 - Dec 2023

  • Heading the zonal customer service operations across Retentions & Relations, Activations, Service Quality & M PesaRetention & Relations• Custodian of Post paid base- Enterprise, Individual, Retail, across segments• Achieve target retention for high-end customers by managing customer relationships through the entire customer lifecycle (proactive retention)• Conduct various customer engagement activities to resolve any issues• Deliver CSAT targets across segmentsActivations• Activations- Pre & Post , M Pesa , TATs, HUB operations, service provisioning• Above to be done with help of Customer service operations team- BCSG, Activation OfficersRetail Service & Quality• Upholding Vodafone way in every customer interaction @ retail touch point- VS, VMS & ADVMS• Support Retail in negating issues across infra, branding & service to ensure seamless customer experienceFinancial (Limits / Mandates etc.)• Managing within budget various customer experience- internal ( cross functional) & external.Non Financial• Managing employee engagement and ensuring minimal attrition• Process improvements leading to higher customer retention• Building relations with key set of customers and garnering maximum knowledge of customer needsResult• Competitive TAT on activations• CSAT- Trade, Customer & Employee• Reduced revenue leakage- Churn Control• Team motivation Show less

  • Zonal Customer Service Manager

    Feb 2013 - Dec 2023

  • Deputy Manager

    Feb 2006 - Dec 2023

  • Deputy Manager

    Feb 2006 - Dec 2023

  • Customer Service

    Jan 2006 - Jan 2010
• 

  Vodafone Idea Limited

  Jan 2022 - now

  General Manager