𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 -❖ Budgeting, planning and forecasting❖ Feasibility study on business cases for decision support❖ Process improvement & cost optimisation❖ Quality benchmarking & Revenue analytics❖ Business partnering with cross functional team for revenue enhancement

𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 -❖ Part of the Corporate- Center of excellence team responsible for advance analytics in predicting customer behaviour and churn triggers. ❖ Formulate strategies which relates to proactive and reactive retentions.❖ Work as AGM and streamline activities to improve reports and metrics that support the business operations at the India level across 10 clusters and 23 telecom circles to support the organization in the realization of the company’s vision and achieve the business goals.❖ Perform data-mining and statistical analysis to analyze large data sets to answer specific business questions using SQL, Excel, CRM and other reporting tools that facilitate the Leadership team in taking business decisions. Automated and standardized several National reports to save timemaintaining the accuracy level.❖ Focused drive on predictive modeling (CPM) resulted in reduction of repeat calls by 11% and complaints by 21% in a span of 9 months and controlled churn significantly.❖ Steer data mining using business intelligence tools like DBweaver, Netezza to gather insights on subscriber Usage based on Data/Voice/App/Non-Telco offers/AON/ARPU.❖ Drive retention performance with call center analytics (L1 & L2) retention campaign across 10 clusters with new CRM tailored only for retentions thus improving MNP cancellations by 75% in 6 months.

𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 -❖ Customer Retentions & Relations❖ Manage Proactive & Reactive customer retention campaigns to achieve prepaid & postpaid retention targets❖ Data analysis to understand areas of opportunity and predict customer churnTargeted Retention marketing with existing offers – SMS/OBD/TC.❖ Competition bench marking of products, process & price.❖ Enhancing manpower productivity across retention campaigns through training, motivation and feedback.❖ Regular audits on calls, infrastructure to identify and rectify the gaps in the system and process.❖ Regular MIS and reporting across cross functional team for support and visibility.

𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 -𝑺𝒕𝒐𝒓𝒆 𝑴𝒂𝒏𝒂𝒈𝒆𝒓 (Company Retail Store)❖ Achieving the profitability targets for the store by maintaining the Service level.❖ Managing activities at Idea Cellular company store with a team of 9 members spanning customer service, store-level sales and revenue targets across all products (Voice – Post-Paid/Prepaid, Data)❖ Exhibiting products in-line with customer needs, providing technical descriptions of products and their usage❖Recruiting, training & up skilling of Customer Care executives❖ Ensuring excellent standards of customer service from Store for repeat purchase and referrals❖ Vendor management for store upkeep, stock replenishment, Cash deposits & other operational requirements.

𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 -❖ Identified the bottlenecks & improvement areas from customer feedbacks and current state of operations.❖ Value stream mapping along with suitable measures implemented to reduce lead time and improve customer satisfaction.❖ Implementation of reviewed strategies, monitoring their results and assessment of their efficiency

𝑭𝒖𝒏𝒄𝒕𝒊𝒐𝒏𝒂𝒍 𝑹𝒐𝒍𝒆 𝒆𝒏𝒄𝒐𝒎𝒑𝒂𝒔𝒔𝒆𝒔 :❖ Working as shift lead, managing daily operations for Windows support team❖ Continuous Service Improvement (Workload reduction / Data analysis / Process Improvement)❖ Interaction with clients to solve their issues with priority.❖ Knowledge transfer to new team members.𝑻𝒆𝒄𝒉𝒏𝒊𝒄𝒂𝒍 𝑹𝒐𝒍𝒆:➢ Managing and Maintaining VMware Infrastructure 4.1 & 5➢ Windows Server Administration ( Windows NT / 2000/2003/2008)➢ Windows Server troubleshooting (Performance issues / Server Crash dump analysis)➢ Vmware Troubleshooting (ESX host issues , Virtual server performance issues, Cluster issues) ➢ Server Maintenance Activity (QMW , Data Center Power downs , Patching ) ➢ Root Cause analysis and permanent fix of repeat issues ➢ Incident Management & Major Incident Management Call's➢ Change Management