Deepty Singh Email & Phone Number

Guwahati Area, India

 Responsible for managing the retention/Upselling portfolio of the company.  Analyse calls to identify root cause of complaint and churn Analysing customer need and product through data analysis. Monitor and maintain quality of interaction with customers. Tracking Attendance of the Team, ensure control in Absenteeism and shrinkage. Attrition Handling Plan and Implement monthly cyclic activities including refresher training, monthly tests and call monitoring. Analysing customer need and product through data analysis. Co-ordination with marketing team on products and communicates expectation-as per the VOC of the customer and work on offers. Conceptualize and strategies customer service and retention of existing customer. Performs tracking of data management activities using study reports/metrics Analysis on churn prediction of High value customer. Maintaining and publishing MIS /Dashboard as required and keeping it updated on daily basis. Ensure adherence to Vodafone SOPs(Standard Operating Procedure) with preferred partner’s Allocating monthly retention/upselling strategy & motivating the team to achieve. Focus area –Team management, Compliance, Retention, Customer service, Audit of process Analysing productivity of team members and fix any loopholes if any.

Bangalore

 Responsible for managing the retention portfolio of the company.  Managing a team of 90 Associates  Heading team for retaining customer at outbound/Inbound call centre level Budding up with new hire employees to maintain the process performance and monitoring their calls for quality Monitoring internal and external quality, agent productivity, absenteeism and regular reporting to SMT on overall project performance Ensure adherence to ELI SOPs(Standard Operating Procedure) with preferred partner’s Conduct meeting with the Team to ensure productivity standards are being met and to discuss overall teams performance Conceptualize and strategies customer service and retention of existing customer. Spearheading retention team Pan India at Branch level as well. Managing the process of retaining the customers both during the pre-issuance and post issuance phase through the processes laid out by the Retention cell. Co-ordination with branch on retention, renewal collection in terms of value. Analysing the policy surrender requests received at branch and attempt to convince the customer to continue with the policy. Managing costs and controlling COA as per budget of cost centre. Allocating monthly retention strategy & motivating the team to achieve. Preparing/Maintaining SOP (STANDARD OPERATION PROCEDURE) and handling ISO9001 audit.

Bangalore

 Focus area –Target achievement, Throughput, Productivity Handling Team leaders and span of 100 seater Sphere heading Tele calling team (Bangalore) Managing third party(outsourced partners) and improving efficiencies while ensuring delivery against all pre-defined Tracking Attendance of the Team, ensure control in Absenteeism and shrinkage. Attrition Handling Plan and Implement monthly cyclic activities including refresher training, monthly tests and call monitoring. Analysing customer need and product through data analysis. Work as per the SLA laid down by the company. .  One-One with the team and scheduled Monthly Team meetings Generate dashboard and scorecards for the Team for review Key parameters achieving set sales target of team and maintaining throughput. Implementing strategy to increase sales volume. Analyzing on Lead to pick ratio and fix loopholes if any.