38, Ground Floor, Galleria Shopping Mall, Hiranandani Gardens, Powai, Mumbai 400076

38, Ground Floor, Galleria Shopping Mall, Hiranandani Gardens, Powai, Mumbai 400076

38, Ground Floor, Galleria Shopping Mall, Hiranandani Gardens, Powai, Mumbai 400076

- Successfully launched PL across 40 cities and CC in 11 cities- Successfully launched digital lending in partnership with PayU- Rolled out SFDC for PL and CC LOB's- Managing Tele Sales and Fulfillment for PAN India operations- Partner management - Bank, Alliance partners, Bureau and Outsourced agencies- Compliance for internal and external audits- P&L review and management

 Plan and strategize the overall product, service offerings & business case Plan and set up of all customer touch points viz. call centers, chat, social care System set up for customer servicing viz. CRM, DMS, IVR, chat interface, self help Set up of back office & document processing centers  Driving training and quality at all customer touch points Create and drive compliance at retail channel as per regulatory guidelines Formation of circle teams for roll out of standard processes across all circles Service Partner Management for call center, chat, back office & documentation

 Plan and drive pre-launch and launch related activities across all circles Establish call centre & document processing sites  Align circle teams to ensure roll out of standard processes across all circles Service Partner Management for Inbound, Outbound and Documentation Drive field compliance for agents appointed Planning budget & drive cost optimization through improved efficiencies

 Responsible for retention of number and revenue churn for the circle in postpaid Responsible for MNP retention and controlling incremental zero users in prepaid Outbound campaign management for Sales, CS, CnC & M-Paisa processes Driving experience at retail touch points, measured through CSAT & Quality Support zonal customer service operations Service partner management for outbound campaign management Customer connect & delight activities across segments Budgeting for R&R and Outbound

Process Identification and mapping with related functionsProcess writingDrive implementation of all processes and adherence at corporate and circlesProcess Measurement & change managementProcess improvement to build efficienciesStandard operating procedures for all interactions & transactionsMonitor and track process periodicallyTracking progress of Project for roll out across circlesCarrying out UAT of systems, identifying bugs and scope of automationDriving special projects across all circlesTraining content & delivery for all circles

Responsible for new activations along with request & service provisioning Complaint management Nodal deskAudits for all functions under customer serviceDocument management & VTM audits

Monitoring end to end process for - Service provisioning of new connections in Postpaid & PrepaidProvisioning of requests from existing subscribersDocument Management of entire customer baseVendor Management for all outsourced activitiesForecasting budget & provisioning expenses for the departmentMaintaining workflow documents and flowcharts on all processes for ISO 9000 Audits & SOX complianceTeam Leader from Feb 2004, promoted as an Assistant Manager in Aug 2006MIS & Reporting activation figures to the Corporate Office and Shareholders reportMaintaining inventory of cell numbers and releasing new series as per requirementAchieving maximum automation and reduce possible errors on account of manual intervention by configuring new schemes and tariffs in IPOS (Inventory & Point Of Sale), a web based mediatory system shared with channel partners for provisioning of fresh salesInitiating change requisitions, UAT & rollout for automation, upgrade in BSCS (Billing Support & Control System), IPOS in coordination with I.TAudit & generation of welcome letters for fresh connections

Ensure accurate provisioning of tariff plans, Corporate CUG's and value added services as per customer requests received from frontline and salesConducting audits across base in coordination with Revenue Assurance to identify errors in customer accounts, rectifying the same and build checks & audit trails to ensure error free customer billing and avoid revenue lossesBriefing the team on new tariffs & promotions launched, tracking team performance (productivity vs error % and TAT delivered). Also motivating the team by providing regular feedback on strengths and areas of improvementMonitoring scanning and filing of customer documents at outsourced vendor locationWas a member of core team for UAT & rollout of CRM (Customer Relationship Management)Checking & processing invoices for services rendered by Vendors & Outsource agencies

Handling telephonic queries from Channel Partners & update them on status of applicationsProvisioning roaming & other value added services in the billing systemCommunicating with customers through letters and emails to confirm status of a service requestAssisting in process set up for launch of new products

Promoting sale of sim cards & handsetsProvisioning fresh sales and installing customers account in the billing systemResolve general & billing queries of walk-in customers at the Orange ShopManaging cash desk for settlement of customer bills