Arup Sinha -The 4 Eyed Optimist

Experience

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  Others

  Jan 1990 - Jan 1999

  Multi

  Total Tenure: 9 Years ApproxTelecom:Koshika Telecom Limited and Reliance Telecom Limited( May1997-August1999)-Agra and Indore-Head- Customer OpsBusiness Office Automation & Consumer Durables-White Goods and Office Automation-BPL-Sanyo and Bradma of India Limited(December 1990-April 1997)-Jaipur and PatnaRoles: Telecom• Handled ABC(Activation, Billing and Collection)• Revamped Bill Delivery Logistics- Accomplishments-99.5% in 3 Days, Accurate Acquisition- Accomplishments-100% and Cost Centricity- Accomplishments-50% Reduction in Cost of Invoice Packaging • Introduced Parallel methodology of Address Verification thru Government Post(Snail Mail)Roles: T Share Office Automation and Durables-Product Incharge• Launched Washing Machines, Vaccum Cleaners and Micro-Oven in the State of Bihar and subsequently added Consumer Electronics to Portfolio in Rajasthan• Sold Office Automation( Typewriters and Cash Registers) using Indirect and Direct Channle• Made Forays into Government and bulk selling sectors Show less

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  HCLTech

  Jan 2003 - Jan 2003

  Project Mgt

  Roll Was in Operations and Then Project Management for Off-Shore Clients & Reported to National Project Head• Led a handle outbound early stage collection on behalf of the client, Federated Departmental Stores• Conducted offline data processing wherein customers profiles were amended as requested• Moved into Projects subsequentlyAttainments• Resolved outstanding operation issues & earned plaudits from Peers, subordinates & superiors.• Successfully achieved higher productivity by reducing cost by 25% & increased output by at least 25% in one of the processes.• Ramped FACS Groups Customer Seats from 36 to 180• Honoured by Client FACS Group, Inc. with “High Five” momento. Show less

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  Idea Cellular Ltd

  Jan 2003 - Jan 2004

  AGM Customer Care

  Highlights Position: General Management. Reported: National Customer Service Head, Circle Head and CSD Head. • Successfully led Team with responsibility for Financial Deliverables (Calls Per Customer), Customer Related Deliverables (CSAT / Instant Customer Engagement), Recruitment & Training, Quality, Response Management and Bill Delivery Logistics• Headed operations related to call centre, customer convenience centres (walk-ins) and franchisees • Pivotal in streamlining logistics of bill delivery, thus recording a savings of around INR 1 lakh / month • Instrumental in managing the outsourced Call Centre and convincing the management for ramp-up • Initiated several measures to improve operations which included:o Automated customer response on quality of transaction over phone.o Culture of time motion analysis and of targets in the Customer Delivery Teamo Quality Measurement Parameters & steps on Reduction of Calls and Multiple Call Analysis.o New CRM software and its rollout & Alternate & Easier channels for customers like Text Message Portals Show less

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  Airtel

  Jan 2004 - Jan 2007

  Head-Customer Interface

  Total Tenure in Airtel: 5 Years ApproxBharti Airtel Limited (August 2004-August 2007), Head Customer Interface, Ahmedabad Bharti Telesonic Limited (August 2001-April 2003), Manager Customer Service, New DelhiHighlights @ AhmedabadPosition:General Management for Gujarat, MP & CG. Reported: National Customer Interface & CSD Head• The Verticals-5 Inbound & 1 Non-Voice Interaction Points. Was assisted by Few Direct Reports for Training, Business Intelligence & MIS, Co Showroom, Quality Support & SPOC for Outsourced Partners & a Special Cell on Service Recovery, Complaint Management Closure & Root Cause Analysis.• Bench-marked Nationally most of the KPI Parameters, Few of the key Initiatives:o Hotlining-Automation-Doing it Right the First Timeo DICE-For Improving the Dealers & Partners Experienceo Chat-Language for OPEX Rationalizationo Intelligent Routing-Voice Interaction Point –To Nip-Bud the Dissatisfiedo Moment of Truth- To Improve Top Lineo Compliance with auditable SOP (Bhartiyam) & ICE Scoreso Flawless Execution-Migration & Outsourcing Accolades• Honoured by Mr Sunil Mittal, Chairman, CEO & President, Hub-Director, CEO, National-Hub-CSD Head, HR Head for:o ‘Outstanding Cross functional Team Performance’ , ‘Most Consistent Team’ , ‘Extraordinary Customer Service Champions’ Awardo Champions of CSD in 2006-2007, Cash Award of Rs 25,000/- for Fastest Access to Call Centre & Lowest Congestion in the Country, for inventing dice in Gujarat , Inviting & felicitating the family• Tenure Saw Gujarat Topping Charts in Customer Service & 1st Service Recovery in Apr-May 2007Highlights @ New DelhiPosition: Pan-India Roll. Reported: Chief Marketing Officer• Initiated & Managed 3 Help Lines for NOC, Audio Conferencing Bridge & Prepaid Virtual Calling Cards. Worked towards Developing CRM, SOP & Group Text Messages for Faster Info Dissemination to the Affected Enterprise• Member Task force for Clearing Huge Backlogs of Data Circuit Implementation Show less

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  Vodafone

  Jan 2008 - Jan 2009

  Head Customer Services

  Total Tenure: 3 YearsVodafone (March 2008-February 2009)-Head - Customer Service, Ranchi Vodafone-Then Essar (August 1999-August 2001)-Manager Customer Care, LucknowHighlights @ Ranchi: Position-General Management for Bihar & Jharkhand.Reported: National Customer Service Head.• Administered a team with primary focus on planning, implementing the service rollout of the green field project & its subsequent sustenance and growth• Supervised AOP & CFT Interfacing Operations • Operationally the Focus was on Service Reach, Churn Management, Process Improvement, Quality & Process related Set Up & Streamlining • Essayed a stellar role in:o Implementing regular structured review mechanism across levels within functions & conducting training need analysiso Measuring performance to identify future potential for growth. Nominating key team members to conduct external workshops & provide insight in related fields • Recruited & trained an effective team of critical direct reports & second line staff to handle the rollout, by July 2008 with Nil Attrition• Instrumental in performing testing of all key deliverable parameters including UATs, Training Set Up, Inbound, Outbound, Dealer Help Line, Verification Agency, Documentation Agency, Stores & Mini Stores & legal and regulatory compliance required for the Rollout • Recorded serviced parameters as Service Level @ 99% & quality of 78 to 80% at the Call Centre, Tagging Accuracy@ 99%+, CSAT-Post@88%, etc.Highlights @Lucknow: Position was for UP-E. Reported: National Customer Care Head• Led to the reduction of:o Bad Debt & Churn/Posto Security Deposit Discrepancy Gap between Accounts Records & CRM Software• Collected Pending 100% of pending Plastic Roaming Payments• Facilitated Additional Space in Switch• Assisted in automating:o MISo Web Page for Single Point Homogenous Resolution to Customers • Participated in Migration of Then existing Legacy Prepaid Platform to IVR & Orga • Exceeded Operational Metrics Show less

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  ARIJEET and Freelancing

  Jan 2009 - now

  Industry Expert_Career Readiness and Capability Building.

  'on my own and dabbled into quiet a few initiatives...1) Career Readiness and Finishing School Initiative (Project of Govt of Gujarat, India), Empanelled since 2016-17 and present continuous as one of its vintage trainers.2) Apart from this interventions on Learning and Development with Business Schools, Hospitality Schools and Corporates3) Children Exploratory Training 4)Sectors Spanned Automobiles, Power Generation, Telecom and Pipe-Industry, Business Schools, Retail Cash and Carry, Confectionery etc 5 )The Organisations which benifitted out of the initiatives: Tata Motors, National Thermal Power Corporation, Aircel Limited and Welspun Limited etcDonned Multi hat of business Development and delivery as well. Show less

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  Nokia

  Jan 2010 - Jan 2013

  Regional Manager

  Position Report to National Project Director Cum Global Program Manager-Government Accounts. • Focus been on Integration Management, apart from Managing Time, Risk and Stakeholders .Led team in planning & executing Ware-Housing, Logistics, Integration, Acceptance Testing and Invoicing, Operations for Roll-Out as well as Post Roll Out-Operation and Maintenance, in line with Global StandardsWhile in the process established technical help desk for attending initial issues-teething post launch and the ensuing AMC Phase and so also POC (Point Of Collection and Contact) Concept across 32 districts thereby assuring reach vis-a-vis service• Few Accomplishments:o BSNL (Valued at Close to 325 Million Euros) Almost Ensured Closure of Access Network (6000 approximately) and Infra (6000 approximately) Deliverables i.e., 2G, 3G & MW Roll-Out and Acceptance Testing. Closure Snapshot: 2G-100%. 3G-100%, MW-100%, Infra-92%, apart from Core Network BSC-55,(100%) RF-AT-55(100%) and RNC-12(100%) etc. o Uninor Wireless: For the period of 9 Months additional responsibility of supporting Uninor, the accomplishments have been Close to 100%. Assignments were: Relocation of BTS, TRX Addition: , Antenna Line Addition,, MW Relocations and Fresh MW• Successfully transitioned from Project to O&M for BSNL Phase V (9Million) Project. Since inception, positioned for 100% invoicing by way of supporting order management team for Project Milestone/ AMC payments with less than 4% Penalty wherein the threshold being 15% upper cap).• Collected Technical Performance Certificates for 1, 2 & 3 Million (up to Dec’12) & invoiced up to 95% to ITI Limited- the basic building block of invoicing Show less

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  Rotary International

  Jul 2020 - now

  • Club Chair-Interact

    Jul 2022 - now

  • Club Chair-membership Growth

    Jul 2022 - now

  • Vice Chairman(Gujarat)-Environment and Sustainability for Rotary International District-3054

    Jul 2021 - now

  • Board Member-Rotary Internal_Service Projects for Rotary Club of Ahmedabad Greater, Ahmedabad,India

    Jul 2021 - Jun 2022

  • Executive Secretary_ Rotary Club of Ahmedabad Greater, Ahmedabad, Gujarat, India

    Jul 2021 - Jun 2022

  • Board Member-Corporate Social Responsibility and Project Funding (2020-2021)

    Jul 2020 - Jun 2021
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  Spectrum Consulting

  Sept 2022 - now

  Consultant-Growth, Recruitment