Responsibilities: - Voice of Customer transformation into action and experience Manage and deliver operations effectiveness through engagement, review and governance with internal teams and partners to deliver key customer experience outcomes from all the channels / touch points Provide functional and technical insight to various stake holders and management in resolving issues and customer pain areas Responsible for monitoring, identifying and action customer concern areas; enhance Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) Drive process improvement projects, promote workflow automation/ self – help tools and reduce cost to service Digital transformation initiatives - drive usage of self-help app – MyJio, voice, chat and whats app bot, IVR, Jio.com and work on enhancing customer experience through these initiatives Spearheading cross functional stake holders to drive customer feedback actions and enhance customer experience Conduct regular structured engagement with retention program partner (Mobile number portability – MNP) to drive business objectivesTransferred from Bengaluru, Karnataka to Indore , Madhya Pradesh in June-22

Strategizing the growth path for the state in terms of product adoptions(revenue), customer satisfaction, churn reduction, managing service operation and analysing the performance of teams and the process to ensure better results Spearhead customer service interactions across physical touchpoints (retail stores), public Wi-Fi hotspots, distributed contact centres & Enterprise Customers and ensure effective resolution of reported issues. Drive revenue collection and enhancement from existing as well as new enterprise customers through direct and indirect channels Define and oversee performance of all retention programs (proactive as well as reactive campaigns) and achieve business objectives Customer NPS and CSAT for retailer, enterprise care and touch point experience at public wifi hotspots, Jio Points/ Jio stores and call center Lead transformation initiatives within Customer Service to generate efficiencies, minimise hand-offs, establish and drive usage of customer self-service automations such as apps, website etc Managing Email and Social media process with expertise in driving customer satisfaction related deliverables for the state Coordinate with various departments and stake holder to build smooth processes across, work closely with sales and OC team (Operations centre) to drive trade and customer engagement.

As Compliance & Escalations Head – Customer Service Delivery for Kolkata & ROB- Involved in end to end management of activities related to Compliance, Customer Escalations & Experience including contractual deliverables, customer satisfaction, service governance, operational service excellence and partner management.- Led a team of 78 On Roll / Off Role & Third Party Employees spread across 2 LEA’s Kolkata & Rest of Bengal. Rolled out and ensured compliance to DoT guidelines across Circles, adherence to database Management SLAs.- Prepared and presented monthly projections of circle wise on-boarding cost, competition benchmarking and best practice replication across circles for reduction in on-boarding cost.- Conducted TERM, TRAI audits, QOS & M&B audits on monthly and quarterly basis and maintained audit / compliance scores at highest level.- Involved in end to end management of the E2E On-Boarding process encompassing CEF pickup, audit, data entry, scanning & warehousing of documents with effective retrieval system including Tele-Verification centre for timely activation as per new activation process of DoT.- Led the non-voice process through email and white mails, managing all regulatory issue like nodal & appellate complaints redress.As Marketing (CLM – Prepaid Retention & Churn and Campaign Manager)- Developed and capitalized on multi-platform opportunities, prepaid churn and Customer life cycle management, increase prepaid usage & retention by running campaigns to stimulate usage.- Managed focused segmented approach through various promotions, increase stable base share and to reduce prepaid churn and inactive base, recharge and usage revenue. - Focused on ARPU enhancement through various customer engagement and promotional programs. Managed campaign effectiveness and enhance revenue by closely tracking and monitoring campaigns.

- Managed the Post-paid Provisioning & Complain Management activity for the entire East region (Kol, ROB, AS, NE & OR) through strategic partner based out of Kolkata.- Followed up with concerned stakeholders in ensuring proper activation and service provisioning of Post-paid in terms of Turnaround time, activation accuracy for the entire region.- Led entire Complain management (QRC) for the entire region for post-paid, ensured quality and timely resolution and to reduce complain per subscriber (CPS).- Guided a team of 29 On Rolls / Off Rolls & Third Party Employee across 9 states – Assam, Meghalaya, Manipur, Tripura, Arunachal Pradesh, Nagaland, West Bengal & Odisha.- Focused on resolution of circle escalations, customer grievances and issues related to customer service support, maintaining cordial relations with internal & external customers.Key Accomplishments: - Functioned as the Marketing (CLM – Prepaid Retention & Churn and Campaign Manager) in catering to prepaid churn and Customer life cycle management aimed at enhancing prepaid churn and Customer life cycle management including prepaid usage and retention by running campaigns to stimulate usage.- Bagged the National Best CSD Contest (criteria-Speed to Activation, Compliance, Low Cost Activation and People Productivity) consecutively of 5 Quarters in 2014 and 2015.- Enhanced various Segmented Campaigns Revenue by 50% for Kolkata & West Bengal, reduced overall Prepaid Customer churn from 6% to less than 3% FY 14-15.- Improved ARPU & Revenue through Outbound calling / Call Centre from 0.8 mn to 2.3 mn FY 14-15 and TERM Compliance scores above 95% for subsequent years. Maintained the lowest in Cost per Activation for Kolkata at national level. Project - Project Vistara Responsibilities: Enhance customer revenue and arrest churn. Delivered - Increased ARPU & Revenue through Outbound calling / Call Centre from INR 0.8 million to INR 2.3 million in the year 2014 – 2015.

Responsibilities: Spearheaded operations of the low-cost service model with high customer centricity retail & service operations for Indore zone with 10 SIS/touch points. Defined and rolled out policies, processes, partners & all other CSD deliverables during the launch phase. Maintained profitability/ ROI from retail operations – SIS/ touch points of Indore zone by driving targets. Managed end to end On-Boarding process encompassing CEF pickup, audit, data entry, scanning & dispatch to warehousing for timely activation as per process of DoT.Key Accomplishments: Efficiently managed the prepaid document non- submission service barring to <5% of Gross Base – enhanced Onboarding experience