Neeraj Singh Bhadauria

Experience

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  Idea Mobile Communication Limited

  Mar 2003 - Nov 2007

  Executive Service operations

   Responsible for all the backend activation and provisioning for Haryana Circle Responsible for various Audits and there rectification for Error free provisioning. Responsible for various MIS to Zonal Offices (Z.O.) Adjustment and waiver audit and report to Z.O. Calculation and posting of waiver and adjustments according to the complaint by the customer. Co-ordinate with Channel and Zonal Offices regarding various complaints resolution. Root cause analysis of complaints and devise action plan to improve on the same. Support to ZO (I-care request and complaints resolution, Activation etc. [When required]).  Service Provisioning and De-provisioning requests from call center and field staff. Co-ordination with AV agency for quality and timely verification for postpaid acquisitions Barring of Promotional messages and calls as per customer request. Ambala and Hissar (Zonal Office):- Showroom Management (CCC). Responsible for the walk-in at showroom and to get there request or complaint resolved by keeping the FCR. Co-ordinate with R.O., other Z.O. or channel for the resolution of complaints. Responsible for all type of inventory at Showroom  Responsible for retaining the customers visiting CCC for the disconnection by using retention tools. Responsible for all provisioning related activities from I-care and execution of various service changes of all locations Under Hissar & Ambala Zone. Activations of post paid connections of Hissar & Ambala Zone. SIM Stock Management Updating of accounts, error finding and rectification for error free provisioning. Process Audits and Corrective Actions. Ensuring Service Standards at Outlets and Idea Front Office. Routine visits at channel for ensuring their smooth functioning, process adherence and motivating the channel staff. Training and Development of Franchisee Customer Care staff Show less

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  Reliance Communication Limited

  Nov 2007 - Jul 2008

  Senior Executive Service operations

   Responsible for the all API and retention related process.  Post-paid & Prepaid CAF management, AV/CV process, CAF dispatched and MIS. Regular follow up with the channel regarding the CAF and complaint pendency and field visit along with the retention executive so as to reduce churn.  Maintain quality of Documents for both Prepaid and Postpaid. Check on First bill and Second bill default of New Activation in Postpaid. Field Visit of Customers under Retention Cases. Weekly training of FDO’s & FOS regarding product and process updates. Ensuring all the required reports are sent to circle office within the stipulated time. Co-Ordination with AV agency to ensure the timely verification for all the acquisitions. Show less

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  Bharti Airtel Limited

  Jul 2008 - May 2011

   Heading All Churn retention activities for Haryana, HP & Chandigarh Ensuring churn closure less than 0.50% for the Zone. Taking care of base management activities for Haryana , HP& Chandigarh. Analyzing churn and suspension trends to take preventive measures for the reduction of same. Managing SR SLA and repeat complaints as per the SLA. Ensuring that the every partner is with complete infrastructure and manpower required for smooth service operations. Training of Territory Service Managers and partner employees for quality performance. Handling CPE Recovery for the Zone. Ensuring 100% execution of all retention & Complaint management related activities by TSM’s. Visiting Partner location with TSM’s for ensuring the infrastructure and training of staff. Show less Owner of all provisioning related process. Responsible for getting done end to end configuration of all the packages and top up's as per the requirement received from marketing team. Co-ordinating with IT and RA team for the validation and configuration of all the packages. Handling all the IT related issues received from field staff and getting them closed within time.Responsible for the closure of all Piracy cases received from broadcaster within SLA.Responsible for closure of all provisioning related request and complaints with in SLATimely audit of all process and amendment of same if required.Root cause analysis of complaints and devise action plan to improve on the same.Handling all employee CFA connection and their queries across Bharti Airtel Group.Co-ordinating with all the HR and finance SPOC of various Business Units across Bharti to ensure the timely recovery of CFA.Responsible for the updating of different services in customers account received from VAS promotion team.Handling the subscriber and service reconciliation. Show less

  • Zonal Usage & Retention Manager CHHP

    Jul 2008 - May 2011

  • Senior Executive Service Operations

    Jul 2008 - May 2010
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  Videocon d2h

  Jun 2011 - Jul 2015

  Circle Lead Usage & Retention Upper North

  Profile : Ensure proper manpower placement at strategic locations, strategize to reduce suspension and timely resolution of customer complaints & queries to increase customer satisfaction Responsible for minimizing the operational cost in the circle Monitor the progress in the circle on a continuous basis Providing feedback to HO to formulate strategies for geography specific issues Foster a culture of ownership, innovation, customer focus, entrepreneurship and team work across the entire function Monitor overall department KRA's, conduct performance appraisal  Planning & Maintaining Recharge availability through distributors. Expansion of Recharge Network .  Ensuring Primary, and Secondary billing  Supervise welcome process Maintain SLA and ensure deliveries within stipulated time  Drive referral sales through team. Up selling of VAS and long duration package to existing subscribers Targeting customer to upgrade to high segment product Show less

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  Jio

  Aug 2015 - Nov 2019

  Manager CS Geography Operations

  Drive consistency across all Retail points, for delivery of standard Customer Operational processes across all touch Points (Reliance Digital, Jio Points, JC, and KRO).Retail expansion thru various projects to augment retail presence within state.Drive Self Care Penetration through all Touch PointsAnalyze customer calls and complaints to gauge improvement opportunities for continuous reduction in complaints for improving C-SatBuilding cross functional synergy by regular interactions and bringing down complaint %.Driving acquisition through modern trade and deliver as per desired targets.Actively taking cross functional projects to enhance circle business.Noteworthy Credit - Maintained lowest CPC & CoPC across North.Successfully signed off the Wi-Fi Installation agreement for all Schools & Colleges of HPMonth on Month 100+% target Achievement and Contribution of 20% in Overall circle sales achievement thru Digital Stores.100% Closure of all appellate escalation within SLA Show less

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  OYO

  Nov 2019 - Mar 2023

  Regional Manager Partner Experience - Supply Network

  Revenue & Experience owner for India Smart Business (Contribute to 90% of OYO Business) across North Regional Comprises of Leisure & Business CitiesStrategy - Building and executing cohesive cross function robust Experience Strategy for complete Life cycle and translating into well-defined operational metrics ensuring partner satisfaction.Ideation & steering transformation projects on experience and structured framework for complex problem solving. Business & Revenue - Ensuring ROI of team, delivery of key Business, Revenue and Operation metrics. Operational excellence and continuous improvement through people, process and Tech. Building robust, customer focused and result oriented team and ensuring delivery of results in a fast-paced, highly dynamic & complex work environment with striving for excellence. Compliance, SOP adherence & governance. Analytics: Deep dive analysis on customer, structure, process, market dynamics, and workflow for innovation and actionable insights for senior leadership. Leadership - Collaboration with stakeholder formulating business and service strategies / metrics to improve process delivery, efficiency and productivity of respective work groups.High level of engagement, effective communication, pre-emptive measures toward identification and evaluation of potential risks/obstacles and reactive measures for ensuring overall success and delivery of project as per schedule.Noteworthy Credit - Driving Supply Availability – Increased to 86% Monthly Average DSRN from 69% in Dec’19 NPS improvement from 1.8 to 3.4 on the scale of 5. 2.1x productivity through Process standardization. Recognized by CBO for Continuous performance in April & May 2020. Show less

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  Jio

  Mar 2023 - Apr 2024

  State Lead FTTX Connect & Care
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  OYO Vacation Homes

  Mar 2024 - now

  OVH Dancenter