Indra Manandhar

Experience

• 

  Convergys

  Sept 2007 - Sept 2009

  Customer service representative

  Serving the customers of Orange UK over the call with their all mobile related querries.Customer retention,plan upgrade & downgrade,new offer and tariff details,technical L1 support, billing and payment support etc

• 

  Ncell

  Jul 2010 - now

  Major role would be to lead the team wherein we cater the entire Customer Lifecycle from the time of the acquisition till they churn out.1.Acquisiton/Baby care : Welcoming and educating the customer about various product and services along with the necessary services they should be aware of.2.Grow/Upsell : Once their usage pattern are visible then we analyze the data, trends, usage patters and derive the best suited product portfolio with some sweeteners where customer gets something extra upon purchase and eventually they upgrade their usage3.Maintan : Here analytics play an important role where we track the probable droppers and try to maintain their usage or sometime cross sell to keep the stickiness 4.Retain : This is the crucial stage where customer starts to stop using their services. We target them from various channels and stages wherein objective would be to keep them active and make the use services.Some of the major milestones in my Journey are :-1.Churn management project :- As a project team we really worked hard on proactively arresting the probable churners using prediction models and inactivity days. We also used various communication channels to diversify the reach to these customer. Even outbound calling was used to understand the reason behind the customer not using the services.2.Low Revenue Site(LRS) Project :- Basic objective of this project was to increase/maintain the revenue per site where we as a team were looking into various aspects like site performance/availability, segmented offerings to the customer latched to those LRS sites, site visits, surveys etc.3.Revenue generating base(RGB) growth projects :- We successfully exceeded the target in the agreed timeline with multiple interventions wherein dedicated offerings at segmented level along with communication played a key role. Show less -Identify the business challenges with the analysis of history data-Proposal preparation highlighting the opportunities with business case-Prepare a complete GTM plan covering the press release,media coverage,communication plan,POSM availability,FAQ's,end to end customer journey-End to End tracking of the product performance from various channels like USSD,Digital,retailers,IVR etc-Plan for the action the at ATL or BTL level in case of any intervention needed for the push-Enhancing the overall voice portfolio with multiple versions of voice packs meeting the needs of voice customer in Ncell-Launch of ATL campaigns for International callers Churn customer, ARPU Upsell campaigns, Recharge based campaigns,Starter packs-Conducted survey for multiple products to get the VOC & make the needfull changes as per the customer voice-Go to market and visit/meet the customer,retailer & POS to understand the market,get their feedback,know the challenges and taken the corrective actions Show less

  • CLM Unit Head

    Oct 2024 - now

  • Senior CVM Specialist

    Mar 2019 - Nov 2024

  • Senior Product Specialist

    Jun 2018 - Mar 2019

  • Product Specialist

    Sept 2012 - Mar 2019

  • Quality Assurance Analyst/Training & Development

    Jul 2010 - Aug 2012