Team Leadership: Managed multiple teams across different regions and functions, including; Asia Pacific operations, Global Operations (Non-Voice), Global Operations (Social Media accounts), Support team for Europe markets on incident management, and Real Time Analyst (RTA).Performance Metrics: Utilized key performance metrics such as Service Levels, agent productivity, Customer Satisfaction, Quality, NPS, and Survey Response Rate to drive sustainable performance.Root Cause Analysis: Conducted extensive reviews of NPS feedback using the 5 WHY technique to identify root causes and applied the 4C action plan to address issues and close-loop detractors in the Asia Pacific markets.NPS Management: Consistently maintained high NPS scores:2022: B2B at 86 and B2C at 74 points.2021: B2B at 84 and B2C at 73 points.Employee Development: Delegated work effectively and conducted performance appraisals.Staff Engagement: Focused on employee reward, recognition, and engagement based on Maslow’s hierarchy of needs. Initiated several engagement projects within the APAC team to boost morale and productivity.Continuous Improvement: Implemented LEAN methodology for continuous improvement. Applied A3 problem-solving for key issues resolution and detractor close-looping.Achievements and Awards:High NPS Scores: Maintained exceptional NPS scores, demonstrating a strong commitment to customer satisfaction and service quality.Operational Excellence: Successfully managed diverse teams and operations, ensuring high performance and efficiency across all functions.Employee Engagement: Recognized for initiating and leading successful employee engagement projects, resulting in improved team morale and productivity.Process Improvement: Applied business process re-engineering during the DMAIC project. Won prestigious industry awards:Year 2022: Best use of technology Year 2023: Best customer experience program

1. Operations : India and Pakistan2. Global support : US (selected category) (additional support)

Started with handling sales force of India and Pakistan. Later, moved to Account Helpdesk in Asia Pacific operations. Formed and executed processed to simplify work of various stake holders.

Email Resolution Team lead. Previously handled Mobile hotline. Expert in managing Email team and providing end to end resolution of cases.Proactive team leader that contributes to the strategy for enhancing the experiences of customers by supporting the billing queries, Mobile technical queries in a time-sensitive, fast-paced call center environment. Provided high standards of internal quality assurance and employee management – utilizing direct communication across all business units in regards to retention, fraud, billing, and troubleshooting. Conduct staff training and periodic reviews, setting appropriate performance levels and providing constructive feedback. Point of contact for various internal stake holders, managing escalations from customer and staff. Identify training needs, and deliver disciplinary actions. Highly proficient in handling escalated cases end-to-end. Waiver Audit: PIC to perform audit of waivers provided to the customers by staff. Six Sigma Yellow Belt: Yellow belt in enhancement of Customer Experience. Project Shadow: Fully trained and certified to handle top management escalations. Improved Productivity: Created templates for managers to utilize in coaching and developing diverse staff. Analyzed scores and accountability. Submitted feedback to ensure quality assurance.  Awards: Winner of the Best Team Award, Overall performance (May 2015 and July 2015), Best performing team leader, Solution plus (2015, 2016). Staff Development: Full supervision for writing and conducting productivity reports and reviews by thoroughly assessing and measuring staff performances, resulting in the staff’s performance development. Embracing Company Values: Cultivated and strengthened interdepartmental successes by staying abreast of all members’ needs and diffusing upset callers by remaining calm during stressful situations.

Handled team in central India region for collections of 60 days above delinquent accounts (Retail, SME and B2B)Managed calling and field staff activities in central India region for recovery of bad debts. De-duping of customer’s account, transaction monitoring. Managed risk based monitoring. Credit counseling and debt repayment plan of the customers. Top performer in the region for consecutive 8 months(May-2013 to Dec-2013). Maintained report compliance by the accurate and timely submission of monthly and quarterly reports. Maintained all client transactions handled in a transparent, professional manner, meeting high standards of documentation. A resource for customers and staff Q&A, and concerns or comments via email or phone.  Subject Matter Expert: Acted as the expert in providing solutions for customers to settle the dues.

Gained valuable and diverse skills in client-focused telecommunications support – accurately handling and servicing customer billing queries. Achieved operation goals by keeping up-to-date on features, regulations, and processes while maintaining brand dependability and creating loyal customers. Faced challenges during the inception of the company, TATA DOCOMO (Joint Venture of TATA Teleservices and NTT DOCOMO of Japan). Delivered prominent client services to set up the customer base and achieved 104% collection and 1.5% net customer churn in postpaid segment.Hands on experience in KYC, Address Verification, Credit Verification according to the government regulations. Analyze various corporate documents (Partnership Agreement, Certificate of Incorporation, Corporate Resolution, Trading Authorization, etc). Channel partners management.  Honors & Awards: Super Star Award for significant and persistent contribution to achieve the targets in the Quarter-1 of the financial year 2010-2011. Reduction in net customer’s churn from 8% to 3.5%. Significant reduction in Bad Debt flow. Increase in collection v/s billing by 11% (90% to 101%).Spotlight award for consistency in achieving targets within time lines.

Channel partners management & Debt collections of past due retail, SME & B2B customers. Risk-based monitoring for unusual activity, including: detection, investigation, suspicious reporting to law enforcement agencies, documenting the case with supporting documents. Discovered new methods of customer skip tracing.  Merits achieved: Maintained record breaking lowest ever bad debt at less than 0.5% in retail segment in the second quarter (July 09 – September 09) across all zones in the telecom circle. Achieved highest ever 5.5% collection against the billing in hard buckets in the zone at the financial year 2008-2009 closing at idea cellular limited.

Call center operations including field support staff and back-end. Alignment of work and performance output at 7 locations at a time. Achieved lowest ever involuntary customer churn for Indore at 1.2% of out-locations at the financial year 2007-2008 closing at Bharti Airtel limited.

Handled Billing related escalations at the contact center.Coordinated upon the COPC certification.