Ameet Kumar Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

*Execution of after sales ,service business processes, service policies & procedures for Home connect and Care activities.*Budget preparation basis business plan, Top Down Approach*workforce management across all jio centers as per sales plan for home connect and care through SAP MRSS and JPW .* Monitoring & delivering key customer and business impacting KPIs like, Calls and Complaints per Customer, Speed of Activation & Service request closure, Appointment adherence, Zero missed appointments etc* Ensuring Quality of Installation and service request by Real time Supervision ( 1 master supervisor handling 10 teams)*SLA Compliance within 24 hrs>95%,Call Productivity of 4, less then 1% Repeat (0-30 days) complain after installations, Less then 1% Repeat and Reopen cases on SR resolution,Customer satisfaction Index (NPS), Complaints per Subscriber (CPS)*Cross-function collaboration with Construction, O&M , Service assurance and CSD teams to ensure seamless execution of home care operations .*Communicate changes in any Process or System to the field team and monitoring implementation on ground*Coordination with IT SPOC / IT team for any issues or improvement in systems*Highlight Key challenges in field and Propose appropriate Solution

Mumbai ( Reliance Corporate Park)

*Day-to-day monitoring of Home Care operations*Handle escalations and provide support to State teams in resolving major issues*Cross-function collaboration to ensure seamless execution of home care operations*Communicate the changes in any Process or System to the field team *Co-ordination with IT SPOC / IT team for any issues or improvement in systems*Highlight gaps and suggest corrective actions*SLA Management*Ensure Installation and Service quality in the field*Seamless execution of Service Policies across the function *Highlight Key challenges in field and Propose appropriate Solution

Pune Area, India

>Steering initiatives as customer life cycle manager and looking after Contact centre operations, Installation & Service Recovery, Service Assurance and Churn Management for Airtel Digital TV Services.>Overseeing end-to-end delivery of the Service Opex.Managing & monitoring key customer and business impacting KPIs like, Calls and Complaints per Customer, Speed of Activation, Quality of Installation, Revised SR/SLA, Repeat , Wrong closures, Reschedule and Churn.>Responsible for driving SLAs of the customers by ensuring quality resolution.Ensuring market leadership through customer ownership.Attainments:-*SR SLA maintained at >90% and Speed of installation >95%*Zero variance in Stocks. Inactive exposure brings down from 1.2 cr to 13 Lakhs.*Churn maintained at 0.75% .*Successful conversion of Rural distributor as SSDs*Handled migration project from SAT1 to SAT2.*Got Best Circle Award for the year 2011-12.*Implementation of DP portal for Forward logistic and Reverse Logistic in 2010-2011*Implementation of Boss Application for Retailers across territory.*Implementation of SOS system to track TAT of Installation from the time of Acquisition.*Revenue Model Implementation through Service

Vidarbha

*Ensure operational execution of Collection & Retention strategy at the Zonal level to reduce churnand Bad debt .*Effective Management of ARC’s to ensure superior customer experience for pre& post Customer.*Drive Complaint reduction and increase FTR at ARCs/ASCs/AEOs*Drive High Value Service Experience to increase customer retention and Revenue from these Segments.*Drive Rural Service Experience through ASC expansion and ASC engagement & training.*Drive Compliance Management through continuous education at Distributors/Retailers on document adherence, Quality of APEF & reduction of multiple APEF .*Regular review and monitoring of channel partners & agencies to ensure higher performance and productivity *Ensure self care awareness , Vas revenue up sale , GPRs & data service solution at touchPoints *Handling Retail operations via 12 ARCs and 12 AEOs for prepaid and Postpaid Customer serviceand Provisioning.*Postpaid, 3G Dongle, Airtel Money ,DTH, 2G and 3G Pack Sales through ARCs and AEOs*Handling DTH after sales Service with 3SFs and 25 SSDs/RS across Vidarbha.*Handling 326 ASCs across Vidarbha. *Handling Collection and Retention (Postpaid and DTH) via 7 Agencies.

Pune Area, India

*Service Networking*Inventory Mangement*Churn Management*Developing and negotiating with agents for sourcing of alternate service components as well as Inventory management for Stocks.*Undertaking SF selection, development, evaluation, improvement, preparing ROI statements of SFs as well as ensuring their profitability.*Implementing Quality Improvement Initiatives*Meeting with dealers, end-users, and the sales force to define new product requirements and work with product development to document these requirements in product specifications.

Delhi & Ncr

Attainments:*Accomplished successful launching of the company in 2006.* Spreadheading the activities of 21 direct manpower and 9 ISPs across Delhi/NCR* 100% Service network development before launching.*Managed an Average response time:- Installation 95% within 24hrs & FR:- 97% within 24 hrs.*Functioned as part of the CAS Project –Delhi/Mumbai.*A record 20% of sale being carried out by ISP Network* Adjudged as the best FSM in Year 2007 as per scorecard ranking in India.*Project head for western region –SMS Activation and RMN registration.*Adjudged as the best ASM for rendering Quality Services. *Adjudged as the best Employee of the Year -2008 Award.*Facilitator for the Culture Journey Organisation and Crucial Conversation Skills. * Adjudged as the best Employee of the Year -2009 Award.

Streamlined customer service activities to be properly aligned with sales teams & improving communications thereby reducing time sales spent on non-sales related administrative activities. Achieved reduction in Gross Average Response Time (GART) and maintained at 6 hours from the previous figure of 24 hours.Consistently maintained the First Time fix (FTF) maintained at 95%.Recorded the highest AMC & revenue growth.Successfully brought down the inventory level of branch from Rs 25 lakhs to Rs 10 lakhs.Initiated implementation of ERP system in branch within 7 days.Appreciated with the MD award in Jan’06, for best defective control management in 2005.

Identifying and networking with financially strong and reliable channel partners, resulting in deeper market penetration and improved market share. Evaluating performance & monitor channel partners related activities for deeper market penetration.Assisting the franchisees to meet their business targets and achieve profitable ROI.Supervising service franchisee network, SSD network including service infrastructure development, Franchisee appointment in key areas, technical skills update & training.Ensuring proper merchandising and product display at all trade partners.

(Selected from Campus Selection)

B.E, Electronics

Pdm, Take Over & Merger, A

Leadership Skills