Avinash Gagroo Email & Phone Number

Noida, Uttar Pradesh

1) Client Handling & Engagement.2) Quality Control, Data Analysis & Management.3) P&L Management, Improve Productivity, Develop and Executing Ramp up plans. 4) People Management & Tracking Operational performance. 5) Campaign Management6) Dialer Functionalities & CRM Management

Greater Noida

1) Customer Life Cycle Management of above 20 Million Customer Base. Outbound Strategy and Operations primarily for Upsell, Cross Sell, VAS, Win-back of Customers through Suspension and Churn Management.2) Contact Center Management at Pan India, Total +1700 FTE, +300K Outbound calls, +10 Regional Indian Languages and English. 3) Team of +50 Executives Working 24*7 - Data Allocation, SLA Management, MIS Reports, Campaign Management at Pan India Level.4) Customer Success Experience & Engagement, Escalation Desk for providing resolution within defined SLA/TAT, RCA Analysis, Review and Implement Process changes in Internal SLA’s for optimum outcome. 5) Part of Subscriber Management Group and as a Team Responsible for + Rs 7000 Crore Annual Subscriber Revenue, Budget and ARPU. 6) Responsible for controlling Incremental Churn & Suspension. Delivered Industry best Churn Figure.7) Timely renewals before due date, Design Strategy & move short Payers to Long term Subscription plans. Significantly helped in Improving Customer Gratification, Revenue and Long term Stickiness.8) Customer Touch Points & OB Tool Management - IVR, Flash SMS, In-app, E-mail, B-mail, OB Contact Centers, Missed call.9) Competitors Analysis & Implement New Process Changes for better ROI and C-SAT.10) Improve effectiveness of contact centers in terms of Manpower Planning & Shrinkage Control, Occupancy, Total Dial Out, Conversion, Training & Quality, Revenue per seat.12) Timely Check on Internal & External Audit of the Outbound Operations & Partners. 13) Analytics / Update Management - Ensure all product & Process related updates are rolled out with in TAT and Timely Implemented across all the required Functions.14) Vendor Management - Partner Agreement Framework & Payout Structure, Verifying & approving Vendors Invoices.

Mumbai Area, India

Handling Southern and Middle East Region

Mumbai Area, India

Handling United States & European region

Mumbai Area, India

Business Development at Pan India Level

Mumbai Area, India

Space Selling for Times Events in India and Overseas.

Masters, Business Management, Distinction

 Final Year Thesis "Future & Options in Equity Market"

Bachelor, Electronics Engg, Distinction

Activities and Societies: Sports - Badminton, Athletics. Final Year Project - Computer Based Lift Control System

Hsc, Maths, Distinction

Ssc, Science & Maths, Distinction