We assist small businesses including export houses to attain growth & productivity. Key focus includes formulating business strategy & execution, Product & Services development, Logistics & Supply Chain Management, Export Market Expansion & Finance arrangement through private equity & debt syndication. In addition, we are focused on international petrochemical business, clean energy & industrial product & Agro export advisory

Spearheaded operation of HyperPal, a mobile e-commerce marketplace delivering hyper-local essential services targeted for B2C

I was managing the experience of Enterprise & SME clients having entire portfolio of telecom wireless / wire line voice & data products, having overall subscriber base of nearly 0.2 Million & annualized billing of 2500 Million INRResponsibilities included handling all business processes pertaining to customer acquisition & on-boarding, multi-tier customer escalation, proactive & reactive retention and handling periodic engagement programs with key enterprise clients. Was key stakeholder in driving / designing customer centric business workflows by analysis of VOC (Voice of customer) captured from multiple business channels spread across geographies. Helped organization to reduce customer churn, increase customer satisfaction and loyalty index by bringing in customer centricity within workforce & re-engineering of multiple business workflows hindering customer delight

I was responsible for creating service excellence infrastructure for retail subscriber base of nearly 1.5 Million in postpaid & prepaid having annualized billing of 2000 Million INR. Led & managed L1 customer interfacing channels, L2 backend support operations & L3 field support team in both technical / non technical categories by working closely with cross functional teamsKey Responsibilities covered managing service processes & workflows using proactive & reactive methodologies viz. trouble ticketing, SLA compliance, credit control, regulatory audits and ensuring customer satisfaction with control span of greater than 200 work forces in multiple customer facing channels e.g. contact centers, retail outlets & service centers spread across geographies

I was responsible for streamlining post sales service support for RCOM wire line business for Kolkata. My key deliverables included service franchise management & development, handling customer care, key account management.

Managed both Pre & Post Sales L1 & L2 support infrastructure of bill print solutions for all major TELCO & BFSI clients across India. Gained expertise on programming & supporting high end print servers i.e. Sun Solaris, Fiery, Splash & all print applications i.e. RiteprintPS, Intelliprint, Postscript, VIPP etc. Successfully implemented sales & support channel technical skill development program for North & East India

Progressed from L1 field Tech support to 24X7 L3 support delivery gaining experience in customer relationship, data analysis & RCA, proactive & reactive service assurance, quality tools and team leadership. During this tenure I was also a key stakeholder in creating efficient L1 support channel by implementing various channel development programs