Francis Vinoth Email & Phone Number

Coimbatore Area, India

Key Result Areas: • Managed ROTN Circle’s BEGINNING to END Collection Process for Direct Postpaid Acquisitions from various regular source like DSA/ DST/ COCO/ Closed Franchisees/ ABS and Also, calculating direct postpaid acquisition with current trend, expected growth & revenue to fix apt agencies• Managed Active Pre/Post Due Date Base Collections till TD; Followed by, TD Buckets 0-30, 30-60, 60-90; Subsequently, PD 90-180, 180+; Followed by, Legal Notice • Managed Outbound Call… Show more Key Result Areas: • Managed ROTN Circle’s BEGINNING to END Collection Process for Direct Postpaid Acquisitions from various regular source like DSA/ DST/ COCO/ Closed Franchisees/ ABS and Also, calculating direct postpaid acquisition with current trend, expected growth & revenue to fix apt agencies• Managed Active Pre/Post Due Date Base Collections till TD; Followed by, TD Buckets 0-30, 30-60, 60-90; Subsequently, PD 90-180, 180+; Followed by, Legal Notice • Managed Outbound Call Centre & Field Activity Process thru various Vendors with Multiple Telecallers/FOS thru Auto-Dialer Mode/ Manual Dialer Mode at Coimbatore, Chennai, Delhi for whole ROTN Geography • Handled Both Variable Pay Vendors & Fixed Pay(Desk basis) Vendors to push Active & TD/PD Bucket wise Collections• Appointed Vendors based on Cost Analysis• Handled Bad Debt Reduction thru Soft/Hard/Legal Outbound Call Center/Field Collection Vendors & Subsequently, Printed/Dispatched Legal Notice thru Professional Printer with Advocate Signature• SMS/ OBD/ EMAILER/ SOFT LETTER to subscribers are parallel routine works to improvise collections• Managed direct postpaid base after sales by spearheading Vendors like Alltel (Allset), Pace setters, CorpOne, Globel Associates, A.S. Associate, Sri Kamal Enterprise, Serco thru outbound call center/field ops across ROTN• Developed & streamlined process with proven ability to enhance operational/ administrative effectiveness and meet operational goals within the cost, time & quality parameters• Documented MIS reports by collecting, analyzing, and summarizing information and trends for the management’s perusalLiaised with:o 10 Branches (7 Zones) and On-role team of Aircel for extending base management support & Travelled to branches o Corporate Office at Gurgaon for payment transfer activitieso Cross Functions like Finance, Commercial, Marketing, Legal Team for Receipt book printing/ Invoice submission/EC sim payment/Advocate fixing activities/ Special offers Show less

Chennai Area, India

Key Result Areas: • Managed Retention Operations for 7 lakhs Postpaid Base for Tamil Nadu circle thru Outbound Call Center/Field Operations• Pushed Performance through Outbound Call Center Caliber Point for 1st level retention and organized trainings at regular intervals for Tele-calling Agents. Ensured regular “Quality Check” is in placeLiaised with:o 10 Vodafone Branch Team Members for managing performanceo Marketing & Network teams for churn management • Conducted… Show more Key Result Areas: • Managed Retention Operations for 7 lakhs Postpaid Base for Tamil Nadu circle thru Outbound Call Center/Field Operations• Pushed Performance through Outbound Call Center Caliber Point for 1st level retention and organized trainings at regular intervals for Tele-calling Agents. Ensured regular “Quality Check” is in placeLiaised with:o 10 Vodafone Branch Team Members for managing performanceo Marketing & Network teams for churn management • Conducted frequent one to one calls/visits with all branches to review, support & improvise performanceAccomplishments: • Successfully processed: o Churn Propensity Model – Based on MOU drop, proactive retention for predicted churn base through national outbound call center vendoro iCPM – Based on repeated complaint interaction, frequent inquiry interaction in call center and the proactive retention calling through calling vendor Received appreciation for Branch support contributions which resulted in 2.21% churn performance closing benefits Show less

Chennai, Madurai, Trichy

Apr’11 – Feb’13 Reliance Communications, Chennai- State MNP Retention & Retail Customer Engagement Coordinator• Managed MNP Retention Service – Postpaid/Prepaid for Tamil Nadu & Kerala Circle; Pushed Performance thru Outbound Call Center (Vertex) for 1st Level MNP retention. Ensured regular MNP Audit as per TRAI Regulations• Administered Customer Engagement Program; liaised with branches to conduct minimum 30 Service Campaigns every month at touch points to push port-in, handset/HSD… Show more Apr’11 – Feb’13 Reliance Communications, Chennai- State MNP Retention & Retail Customer Engagement Coordinator• Managed MNP Retention Service – Postpaid/Prepaid for Tamil Nadu & Kerala Circle; Pushed Performance thru Outbound Call Center (Vertex) for 1st Level MNP retention. Ensured regular MNP Audit as per TRAI Regulations• Administered Customer Engagement Program; liaised with branches to conduct minimum 30 Service Campaigns every month at touch points to push port-in, handset/HSD upgrade, mobile/FWP service including eye check-up campaigns• Liaised with printing vendor, decoration vendor, other vendors, marketing team for art work, banner, dangler, leaflet, arch, stage backdrop, flyer & goody box for brand recall events & to improvise salesAccomplishments: • Organized FWP (Fixed Wireless Phone) Campaigns in Rural Market for Prepaid Customers which led to Active Base Business Growth• Successfully did 27 Tie-ups including Marry Brown, Club Mahindra Vasan Eye Care/ Dental Care & Roshan BagsNov’07 – Mar’11 Reliance Communications, Madurai & Trichy Zone – Customer Care & Retention Lead • Managed entire customer care functions & ensured satisfactory resolution to customer’s complaints through Back-end Team with 100% SLA adherence. Ensured regular “Quality Check” in all Retail Outlets including ambience• Imparted training to Customer Service Executives on Product & Process to enhance the Knowledge Levels & Soft-skills• Liaised with various departments like Collection, Retention, API(Verification) Commercial & Sales to maintain optimum service levels. Ensured Voluntary/Involuntary/MNP Retention as per the set targetAccomplishments:o Handset Upgrade Exhibition at major towns which led to Customer Delight benefits to the companyo Customer Engagement Programs(Events)/ Free FWP Service Camp in Commercial Halls to build strong rapport with customers & to promote our products; it included family with various entertainments thru outsource vendor Show less

Madurai, Tamil Nadu, India

Key Result Areas: • Managed End to End Retail Operations in Key Franchisees/ Retail Outlets (in the first half of the total tenure in Airtel); it includes Service, Satisfaction, Relationship, Retention, Collection for Postpaid Base thru Indoor/Telecall/Field Ops.• Managed Field Service Executives Battalion Force (in the 2nd half of the total tenure) pertaining to multiple Airtel franchisees across various towns in & out of Madurai

Karur, Coimbatore, Salem, Pondicherry

Growth Path/Deputation:Mar’01 – Aug’02 Customer Care Executive, PondicherryOct’02 – Mar’05 Customer Relationship Management, CoimbatoreApr’05 – Dec’05 Franchisee Manager for Retail Operations, Karur Accomplishments: • Skilled in walk-in customer handling & Expert in voluntary retention from walk-in cancellation customers; which promoted as Hard Core Field Reliable Relationship Manager to handle the Prestigious Platinum BPL Mobile Postpaid Customers & had… Show more Growth Path/Deputation:Mar’01 – Aug’02 Customer Care Executive, PondicherryOct’02 – Mar’05 Customer Relationship Management, CoimbatoreApr’05 – Dec’05 Franchisee Manager for Retail Operations, Karur Accomplishments: • Skilled in walk-in customer handling & Expert in voluntary retention from walk-in cancellation customers; which promoted as Hard Core Field Reliable Relationship Manager to handle the Prestigious Platinum BPL Mobile Postpaid Customers & had Additional Responsibility to manage the Field Voluntary Retention Crew(VCP); which helped to promote as Franchisee Manager to handle the End to End BPL Gallery Retail Operations with multiple indoor/outdoor talented staffs. Ensured Retail Gallery’s Quality in Control in all Parameters thru regular “Mystery Shopping” process• Recognized among the top seed RMs consecutively for 2 years. Achieved the high value contract plan target of 100% through up-selling to the high-end base Show less

Puducherry, India

Chemical Plant Process Technician