Devanathan Ramesh Email & Phone Number

Chennai, Tamil Nadu, India

Chennai Area, India

Key Deliverables:•Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level•Ensuring profitability of operations and accountable for strategic utilization and deployment of available resources to achieve organizational objectives•Determining staffing requirements and undertaking interviews, hire and train new employees.•Implementing productivity improvement methods/tools from time to time as identified by domain specialist.•Holding responsibility of revenue and profit for specific process / account within scope of authority•Identifying business opportunities and initiating the process through business development teamCredit and Risk•Managing the operations of dunning for Postpaid (Mobility) and Fixed Line customers.•Timely communication of Overdue information to customers before processing for Dunning.•Ensuring all customers are timely actioned as per policy and process and no Unpaid customers are missed out from actioning.•Timely communication of usage information to customers on international roaming via SMS, Email etc.•Optimum utilization of resources through process automation and initiating lean projects.•Periodic review of service path and revenue path of product to ensure completeness of reconciliation.Ensuring any time availability to customers on their concerns/Requests/Clarifications.Fraud Management:•Monitor the ILD calls in proactive controls and utilizing the Nikira and Ranger applications for reactive controls to take action against the suspicious and fraudulent usages.•Identifying fraudulent customers and auctioning on time to avoid revenue leakage. •Monitoring day wise / country wise MOU and in-depth analysis on basis the spike•Complete drill down and RCA on basis fraud to keep active controls•Health checkup on the process rules when there is no fraud identified•Special monitoring on IR frauds on every two hours

United Arab Emirates

Roles and Responsibilities:• Generating summary on Agent wise Performance on repeat calls and complaints• Analyzing the Wavier Dump on basis the Adjustment Remarks and Generating summary on Reason for Wavier• Supporting outbound/Inbound sales team and Operations on daily performance by generating daily dashboard• Generating Complaints Reports to TRA• Generating Collections Performance report against billing VS payments/de-active payments/Daily payments..• Supporting Operations on daily data requirements on basis the request• Adhoc request/ analysis on basis the management request• Generating 15 reports / MIS on daily basis• Generating sales and Collections Performance Presentation for Weekly management review

Chennai Area, India

•Handling a Team of 50 Customer Service associates with 4 Team leaders •Team grooming based on New projects•Client relation management.•Forecasting & Manpower analysis.•Identifying the Manual Activities and automating the same in Access wherever is possible•Handling all type of process related escalations.•Huddles and team meetings on weekly basis to improve the process based on requirement.•Audit on the process to ensure no deviation on the SOP.•Analyzing the Data and suggesting for process change where ever is applicable

Chennai Area, India

•Monitoring and allocating the data to the Inbound team of 15 agents•Monitoring and organizing the Field FE’s •Maintaining Daily Reports•Maintaining Receipt books with a team of 8 agents•Co-ordinating with operation team on field issues•Co-ordinating with Agency in different locations from south India•Co-ordinating with client based on the requirement•Daily sending and getting the feedback status from agency•Dealing with Agency Manager and fulfill the requirement•Resolving the online Banking issues to the customer based on the inbound call.•Sending non-contact portfolio into field and updating the feedback

Chennai Area, India

Roles and Responsibilities:• Base Allocation To Verification Agencies.• Daily sending and getting the feedback status from agency• Co-ordinating with Agencies on verification status• Uploading Credit Category• Document Verification Of The Activated Numbers • Roaming Alerts • Mis on Vas Reports To Higher Officials• New Subscription Forms Approvals• Ageing Mis To Higher Officials.

Pondicherry And Chennai

Roles and Responsibilities:• In charge for Sales, Fixing new Retailer• Appointment, Retention and training of Sales Executives.• Organizing Exhibitions, Road Shows, Service Camps• Monitoring, Motivating, Appraising Sales Force• Attending to After Sales Issues and Customer Queries• Report daily activities to The Channel Manager