Aniket Reddy

Experience

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  Andromeda Marketing Pvt Ltd

  Jul 2008 - Jan 2010

  Associate Customer Support

  * Certified for Idea customer care representative for frontend desk.* Worked as customer care representative for Idea Prepaid customer care helpdesk for 7 months.* Promoted to handle Idea Customer Care Escalation Desk.* Worked for FCR (first call resolution) desk and cater the customer complaints.

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  Tech Mahindra

  Feb 2010 - Oct 2013

  Team Leader

  * Certified for the Backend, Social Media & Email unit for Pan India Idea circle.* Worked in Billing team, SPA and PMB process for Idea MP Circle.* Shared daily, weekly and monthly work report to clients as per their requirement.* Keep tab on daily TAT and escalation matrix.* Floor support.* Promoted as a Team Leader for Idea Process.* Handling Idea MP Project in Tech Mahindra.* Deliver SLA 95% and above as per client’s requirements along with appropriate quality.* Team handling, MBR initiative’s, Client co-ordination.* Ability to create a conducive and stimulating work environment.* Attrition & Absenteeism management & ownership.* To own and drive and develop the team members for being effective in their role.* Work towards enhancing the customer experience and overall service delivery.* Meeting client expectation and process metrics.* Lead continuous improvement initiatives for the project.* Understanding of the Business situation and capability to address issues.* Monitor resource utilization & performance.* Ability to help customers in a professional and concerned manner.* Committed to excellent service and customer satisfaction.* CORE Knowledge of Telecom Business Systems i.e. CITRIX, BSCS, CRM, IPOS, CPOS, MINSAT, I-CARE, TIPS, SAP Etc. Show less

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  Vivkvins Consulatant for Vodafone Cellular

  Oct 2013 - Nov 2017

  MIS Executive

  Process: 1) Vodafone MNG Circle- CSG MIS* Maintained all CS (Vodafone MNG Customer Service) MIS Reports.* Maintained Daily Frontend and Backend Billing Data.* Shared daily, weekly and monthly work report to clients as per their requirement.* MBR initiatives, Client co-ordination.* Reputation for excellent and high quality service to clients.* Work towards enhancing the customer experience and overall service delivery.* Meeting client expectation and process metrics.* Lead continuous improvement initiatives for the project.* Able to learn and comprehend new systems and methods quickly.* Analytical and versatile thinker; effective in developing and carrying out ideas.Process: 2) Vodafone MNG Circle- Backend and Frontend MIS* Create Daily Frontend and Backend Performance Reports.* Taking care of Outbound Daily MIS Reports.* Self-Co-ordinate with vendor like Vertex, Serco, Pace, Tech Mahindra and Softage.* Helped to Circle SPOC in their UAT’s.Process improvement initiatives:o Initiated Prepaid and Postpaid Dashboard for process improvement.o Originated M-Pesa MNG Circle C-SAT Dashboard.o Upheld Daily TAT tracker and shared with Circle team. Show less

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  Vodafone India

  Nov 2017 - Mar 2018

  Area Sales Manager

  Look after Daily Prepaid Retail distribution across Aurangabad, Maharashtra.

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  Vodafone Idea Limited

  Mar 2018 - Feb 2019

  Business Intelligence Analyst
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  Bajaj Finserv

  Mar 2019 - now

  • Unit Manager

    Aug 2021 - now

  • Senior Collection Manager

    Mar 2019 - Aug 2021