Experience

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  Aegis bpo pvt. l.t.d

  Mar 2004 - Nov 2005

  Team member

  •Led retention efforts at public offices by engaging with walk-in customers and channel agents, resolving escalations related to retention and billing disputes.•Prepared daily Excel reports on customer interactions, analyzing churn and dissatisfaction reasons to facilitate strategic decisions.•Updated and tracked schemes and waivers in the system, ensuring timely approvals and postings.•Collated and validated data and forms for various VAS (Value-Added Services), including document proof verification.• Managed inventory pass of retrieved instruments in public offices and coordinated dispatch to the warehouse.• Conducted dipstick market surveys to gather insights on popular VAS schemes, customer profiling, product preferences, social segmentation, and educational backgrounds across telecom companies. Show less

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  Kou chan knowledge convergence limited

  Nov 2005 - Jul 2009

  Team member

  Refund Process: Team MemberDespatching the cheques /dd's ensuring time bound delievery .Updating of delivery reports for future referenceProcessing involve refunding of security for post paid customer who are churning from network after mapping for defined parameters.Courier management & MIS for tracking for the same.Processing Urgent & Escalated cases From TRAI & other regulatory bodies.

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  Vat solutions limited

  Aug 2009 - Dec 2013

  Team coordinator

  Refund Process: Team Member•Led refund processes for security deposits and device costs, maintained accurate records, and managed courier services for cheque/Demand Draft dispatches, ensuring SLA compliance through precise tracking and reporting.•Developed MIS reports with graphs and pivot tables to monitor refund processes and analyze SLA adherence, identifying areas for improvement.•Reviewed courier bills, facilitated payment release for refund cheques, and resolved issues with IT and finance teams, ensuring timely processing.•Managed activation and installation complaints, responded to refund queries, and improved customer service by maintaining a refund query database.•Coordinated address validation and re-dispatch of returned cheques, and handled walk-in customer inquiries for refund status. Show less

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  Vat solution pvt. l.t.d

  Dec 2012 - Apr 2014

  Customer service team lead

  •Lead a complaint handling team of 5 members, coordinating with multiple channels to ensure effective resolution and customer satisfaction•Analyzed and identified process gaps, providing root cause analysis to the team manager, and compiling Voice of Customer (VOC) feedback for continuous improvement•Developed and prepared detailed MIS reports on complaints processed across various segments, utilizing graphs and pivot tables for data visualization•Created an activity chart to track interdepartmental complaint workflows, monitoring SLA adherence by collating data from various system reports•Managed the processing of urgent and escalated complaints from TRAI and other regulatory bodies, ensuring timely and compliant resolution Show less

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  Meritnation.com

  Apr 2014 - Oct 2017

  Sr.executive

  •Managed Team and resolved client Email communications on service issues and feedback•Reviewed and collaborated with the content team to notify content errors, to maintain accuracy of study material•Generated and delivered detailed daily email summary reports to team managers, ensuring actionable insights

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  Entab infotech pvt. ltd.

  Oct 2017 - Jan 2024

  Assistant manager support

  • Oversaw client servicing and consultation for new school website development projects, ensuring alignment with client requirements and timelines.• Collaborated with web design teams and developers to ensure on-time and accurate project delivery for school websites.• Directed regional coordinators and site staff in gathering and organizing necessary inputs for website updates, enhancing content accuracy and functionality.• Prepared and shared weekly status reports with the CTO and service admin team• Acted as the primary point of contact for website-related concerns and information updates• Coordinated with IT vendors for domain transfer and DNS-related activitiesSucessfully launched 150 school website projects, training staff for CMS and website update support. Plus integrating Google workspace and Office 365 emailing solution for Education Institutions. Show less