23 months of amazing working experience in my home school. Handling almost everything starting from being an Executive Assistant to the Dean, managing Public Relations, Complaint Management, Transport Cost Optimization, Social Media Editor, Manpower Management, Event Management and Travel Planning.

As a Head – FTTH Onboarding Experience & Home Complaint Management had quality experience in FTTH Process Re-engineering, Data analytics, QRC Management, Complaint Management also contributed in enhancing FTTH Broadband Onboarding experience for both B2B and B2C customers and managing Complaints about B2C customer across Pan India.

-- Learn end to end processes, understand the gaps and then strategically build a process via IT or self to ensure the smooth functioning of process to ultimately provide best experience to both internal and external customers.-- End to end project handling from business side and to ensure the projects are delivered on or before time.-- Data analysis and giving insights to Director CS on weekly and monthly basis.-- END to END closure on all customers complaints.-- Fault Rate and Repeat Calls reduction.-- Maintain and improve Overall SLA. Strategy built to focus on High Value customer’s SLA improvement -- Counselling and coaching all technical stakeholders upon the reduction of the Calls.-- Coordinating and driving technical stakeholders on daily basis to ensure all KPI’s are intact, give them required inputs to do better and at the same time appreciating them on achieving all the milestones.-- Coordinating with Circle CS team on daily/weekly basis to achieve best customer service score.-- Ensuring escalation closure on priority. Capturing MOT’s from it and ensuring that the learning reaches to all the end users.-- Coordinating with Marketing and facilitating them with all required data for their analysis on Rehab/Pillar profiling, plan upgrades etc.-- Churn Reduction: - Proactive measures on Frequent Disconnection Cases – Daily Proactive visits on Low IR Cases-- Knowledge Sharing with Call Center - Enhancing knowledge tool by auditing, include more scenarios and solutions to the existing content.

-- Responsible for win back of Post paid customers and thereby meeting targets with respect to Churn.-- Ensuring adherence of SLA and win back to be completed within TAT.-- Handling all the Top management escalations for Delhi NCR circle and ensuring the end to end closure.-- Identifying the process gaps. Escalating them to all concerned levels and taking corrective action and fix.-- Managing 3 strategic partners to ensure smooth working of the documented process.-- Responsible for Monitoring & analyzing day-to-day SLA & KPI targets

-- Identification of process gaps. Escalating them to all concerned levels and ensuring that they are plugged in.-- Conducting systems audit to identify problem areas and finding solutions by considering alternatives, taking into account the benefits and costs of any recommendations.-- CR development and follow-up as the SPOC for iCRM/Selfcare.-- Concept Development and Operation Supervision from the inception till the end.-- Documenting, analyzing, tracing, prioritizing and agreeing on requirements and then controlling change and communicating to relevant stakeholders.

-- Responsible for Monitoring & analyzing day-to-day SLA & KPI targets. -- Planning targets, performance monitoring and its achievement.-- Creating and sustaining an environment that fosters development opportunities and motivating the employees for enhancing the existing performance levels.-- Coordinating the MIS and reporting systems with WFM team.-- Managing the strategic partner that handled the inbound call centre.-- Co-ordinating with Quality & Training teams for training sessions for the team on Process & Product awareness & updates.-- Handling customer escalations and thereby providing end to end resolution and closure of issue.-- Identification and implementation of corrective actions basis the RCA done escalations received at the call centre.-- Roister management with WFM to schedule staff to meet anticipated volumes within scheduled turnaround time.-- Completing teams yearly appraisals and giving feedback for their professional and personal growth

-- Maintaining Service Level and CCR. Conducting process related briefings, taking online escalations, managing the Floor.-- Making Agent Performance Report & Team Performance Report.-- SPOC for the all updates in the Call Centre.-- Presenting Monthly/ Quarterly Business reviews to the management