Bhanu Kumar Email & Phone Number

Chandigarh Area, India

Uttar Pradesh

Responsible for Retention & Churn Management of entire UPU Circle.

Chandigarh

Responsible for driving Circle Retention & Churn Management for Upper North

Chandigarh Area, India

 Responsible for driving Circle Live Bucket Collection through Centralize Tell Calling Agency.  Responsible for driving Cluster Retention team’s for increased performance in 60-90, Voluntary & MNP Bucket.  Responsible for Collection & Churn Management of entire Cluster. Responsible for all Post-paid Retention's, especially the CWG C-Cat / VIP / Plat / Gold / Silver Base. Weekly Predictive Churn Forecasts & actions to stem same. Facilitate Life Cycle Management of Postpaid High Value customers.  Responsible for Voluntary, Post to Prepaid Migration & MNP Retention in order to minimize revenue churn. Responsible for engagement of High Value Customers in the cluster through various proactive camps /meets at the RMS or at central location. Improving Billing, Collection, Credit and Verification policies and processes. Monitoring Bill Cycle wise collection and flow to higher Buckets. Analysis of feedback to and from Agencies. Managing Collection & Retention Agencies & identifying new C&R Agencies.

Chandigarh Area, India

 Responsible for Collection & Churn Management of entire Cluster. Facilitate Life Cycle Management of Prepaid & Postpaid High Value customers.  Responsible for engagement of High Value Customers in the cluster through various proactive camps /meets at the RMS or at central location. Execute and control credit policies of the company in the Cluster. Improving Billing, Collection, Credit and Verification policies and processes. Monitoring Bill Cycle wise collection and flow to higher Buckets. Analysis of feedback to and from Agencies. Developing effective follow up systems. Managing Collection & Retention Agencies & identifying new C&R Agencies. Responsible for standardization of customer handling processes at Touch Points as per defined norms and SLA & thus bringing about the desired eradication of errors with enhanced C-Sat /Mystery shopping scores basis the feedback received from the customer. Accountable for 100% Service Guarantees based on prescribed TAT & SLAs. Regular review with the RMS franchisee on the service delivery at the RMS, identification of gaps and their fix. Responsible for ensuring awareness & implementation of Quality Assurance through 6 – Sigma across Touch Points. Benchmarking Competition and other retail stores & experiences in order to deliver a better experience to walk-in customers. Ensure periodic process reviews for improvements based on the Audits/Feedback/Learning of each Qtr. Responsible for Retail Business activities-ROR (Reliance on Retail) in the respective Cluster. Ensure immediate dissemination, briefing & Training of all Front End Personnel, ICA & Agency Coordinator on all new product launches / Processes / Systems etc.  To reduce repeat customer walk-in at the stores through higher First Time Resolution (FTR) and close looping of customer complaint / query within SLA.

Chandigarh Area, India

 Looking after Churn Management of Prepaid & Postpaid Customer for Gwalior Cluster. Customer Life Cycle Management Prepaid & Postpaid. Responsible for ensuring quality Service Delivery to Customers in terms of query resolution and complaints. Resolving customer queries related to Billing, Plans, VAS, Schemes and other services offered. Organizing loyalty / Retentions Programs for customers with support from Marketing. Initiate proactive Retentions models. Responsible for developing various Retentions Tools – based on Customer & Market needs. Weekly Predictive Churn Forecasts & actions to stem same. Customized & Specialized training to be conceived & conducted on Soft Skills & Retentions Tools developed usages with Daily Mock Calls & Mock face-to-face Interactions on how to retain customers. Organize & roll-out “In-touch” Program with Retained customers (e.g. Hot Monitoring for 90 days) + detailed Win-back for Cancelled Customers. Organizational feedback on what customer is saying during exit for organizational learning and improvements.

Lucknow Area, India

 Responsible for Churn Management both Voluntary and Involuntary. Focus on Quality Retention and Revenue. Managing a team of FOS, Tele-Caller, MIS Executive and Agency Coordinator for desired derivable.  Ensure immediate dissemination, briefing & Training of all Front End personnel for all new product launches / Processes / Systems etc.  Weekly Predictive Churn Forecasts & actions to stem same. Customers Interaction, Handling Query and Complaints. Resolving customer queries related to Billing, Plans, VAS, Schemes and other services offered.

B. Tech, Information Technology

Intermediate, Mathematics