Experience

• 

  Vodafone india services pvt. ltd.

  Aug 2010 - May 2016

  Key Deliverables:• Process roll-outs as per corporate guidelines• Handling TRAI related QOS audits & reports• Interacting with internal & external TRAI auditors• Initiation of various system & process audits to ensure compliance on various processes• Leading CS team on various system rollouts (4G, Prepaid Churn, SR automation)• Conducting audits for identification of revenue leakages Highlights:• Introduction of Data related process audits to reduce revenue leakage• Critical 4G launch for Mumbai circle• Prepaid Churn process roll-out• SR Automation to ensure reduction in manual errors & improved customer experience Show less Key Deliverables:• Leading COCO store of Vodafone as Store Manager on sales, service & performance front• Ensuring store profitability by achieving sales & service targets • Driving key revenue parameters like postpaid & prepaid connections, Mobile Data, Handsets sales etc.• Delivery of service standards like Store Retention, C-Sat, Quality • Precise administration of inventory, products, branding & store ambienceHighlights:• Handling of the flagship store of the company (Location – Fort Mumbai)• Profitability with exceptional 30+% EBITA average month on month• Qualified for Annual Circle Combat 2014 in Mumbai Retail• Store won various awards like Best Store for consecutive 4 quarters out of 10• Support in various Circle & Zone level initiatives (EBITA Project, NPS etc.)• Due to remarkable performance got Promoted in 1.5 years Show less Key Deliverables:• Inter department & Zonal co-ordination with teams like Fast track, IT, Central Audit, Billing, Resolution team• Vendor management for Retail processes e.g. SR rectification, Call Back requests, Store Inbound, health check-up outbound (New on-board Retention calls)• Creation of product training modules, MIS, Reports & analysis, presentations Highlights• Creation & development of Retail SOP (Standard Operations Process) document• Introduced reliable report & quickly accessible data for front liners & Managers Show less

  • Process & Audit Lead (Sr Executive)

    Aug 2015 - May 2016

  • Store Manager - Executive & Senior Executive

    Oct 2012 - Aug 2015

  • Retail Support Back Office (Associate)

    Feb 2011 - Oct 2012

  • Store & VMS (Associate)

    Aug 2010 - Feb 2011
• 

  Jio

  May 2016 - Jan 2025

  Key Deliverables:• Leading Team of National Fiber Ops Centre to deliver on critical Customer Assurance & Experience KPIs like Service Level, Resolution Quality etc. across customer lifecycle. • Leading Change Management, Automation projects for various business process flows from Fiber Assurance & Experience Prospective to ensure improvement in KPI’s & Operations Cost reduction.• Leading enhancement at frontline channel via automation & training opportunity identification.• Identification, monitoring & review of various SR management tools to ensure precise SR flow management with stake holders.• Ensuring SLA & Quality adherence by the Resolver teams via various Real Time monitoring reports & audits for Pan India Service RequestHighlights:• Project: - Reduction in Repeat call cost (Rs 1 Mn/Month) via project launch of SR SLA & Pendency tracking to reduce Avg Pendency via 26% within 3 Qtrs• Project: - Ops Centre process enhancement project via Process automation, Standardization via SOP & reducing the daily operations requirement & leading cost saving (Rs 0.1 Mn/month)• Air Fiber Launch: - Leading launch from CS prospective by ensuring process designing, automation implementation with cross functional stake holders. Show less Key Deliverables:• Call Centre operations management to achieve critical Organizational KPI like Regulatory QOS, CSAT, tNPS etc. • Ensuring optimum operations cost via budgeting & forecasting. Monitoring of performance KPI’s for Contact Centre like Occupancy, Utilisation AHT, AWT, Shrinkage etc.• Identification of Automation opportunities by leveraging technology in the scope of Self Care (IVR, Website & App)• Reduction of CPC & CoPC (calls & Complaints per customer) at frontline touchpoints thereby ensuring reduction in operational cost• Cross-functional interlock with Product & Technology teams for experience enhancement• Regular & timely reviews of existing process & operations with Call Centre peers for smooth operations Highlights:• Project: – ‘Bring to Half calls’ project achieved cost saving (Rs 2.5 Mn/month) via calls reduction from CPC 0.42/month in Sep’20 to CPC 0.18/month in Jan’22 • Project: - Launch of Specialized Technical Desk at Call Centre to reduce Engineer Visit by 16% leading to saving of cost (Rs 2 Mn/Month) • Project: - IVR enhancement via inclusion of features to provide better experience & reduce need of advisor transfer Show less Key Deliverables:• Reduction of CPC (calls per customer) & CoPC (Complaints per customer) at frontline touchpoints• Call Volume analysis for identification of customer issues• Creation of Troubleshooting Call flows for frontline to ensure faster, simpler & precise customer handling on SIM & VVM scenarios• Co-ordination with states & NHQ stakeholders for immediate resolution of identified gaps/issues• Preparation & conservation of data for Platform along with various reports/presentationsHighlights:• Reduction on CoPC & CPC under VVM & SIM Platform• Improvement in AHT for Contact Centre under SIM platform• Awarded with Certificate of Excellence for being Top performer of 2017 Show less Key Deliverables:• Handling Escalations sent by Senior Leadership/APEX Members & CEO• Handling of escalations sent via Email by internal customers & various sources• Handling of Escalation via various regulatory channels like DOT, Appellate, JGJ etc.• Ensuring close looped end to end resolution on customer escalations• Identification of various process & technology gaps within detail case studies• Co-ordination with Stake Holders for Proactive & reactive fixes along with timely deployment to stopgap the issue• Impact scope identification & proactive resolution to avoid potential complaints along with future recurrence• Identification of various escalation trends & formation of indicator reports & processes for the fixHighlights:• Assistance in setting up of various customer handling processes for the Escalation team• Identification of 8.5 Mn consolidated impacted base for fixes to avoid potential complaints/issues in turn leading to cost-saving• Project – Escalation Record Management System Show less

  • Customer Service Operations Manager

    Jan 2022 - Jan 2025

  • Deputy Manager Call Centre Operations

    Mar 2020 - Jan 2022

  • CS Product Lead (Voice, Messaging & SIM)

    Jun 2017 - Mar 2020

  • Asst Manager - Escalation & RCA

    May 2016 - Jun 2017
• 

  Idfc first bank

  Sept 2024 - now

  Associate - credit strategy

  Working on Credits domain on the Liability Business. Ensuring compliance & Risk management with portfolio of Internal Audit. Governance, Maintenance & Annual upkeep of Dept SOP's. Assisting the Credits team on resolution & responses of concerns/observations related to Internal, Statutory & Compliance Audits.