Kamal Garg Email & Phone Number

New Delhi, Delhi, India

handling RTA operations

Gurugram, Haryana, India

New Delhi, Delhi, India

Spearheading the Team for Managing operation of nearly 6000 Branches PAN INDIA Optimization & deployment resources to ensure Profitability in Operations & Reduction in Penalties. Playing Steller Role in Process Automation to ensure no slippage in time Lines & Agreed SLA & TAT. Conscientious for Communication & relationship with Regulators, Clients, Branches & Vendors. Compliance reporting to regulatory authorities , Internal audits , compliance of audit observations

Noida Area, India

Spearheading the Team for Development of Project plans with mile stones for SAP Implementation. Optimization & deployment of Project resources as per project plan. Playing stellar role in analysing and ensuring project Profitability & corrective measures thereof, Conscientious for Communication & Interaction with Clients on Project Progress.

Gurgaon, India

Spearheaded PAN India Revenue Assurance ops –for Postpaid & Prepaid subscribers ( both Voice & Data ) ; which comprises of End to end CDR Recon among CG , mediation & billing for data services.MSC , Mediation , IN& billing system for Voice & interconnect services ; LRN & TLDN validation,B Table Validation for Huawei and ZTE MSC’s Subscriber reconciliation across all the 6 network platforms ( AAA, HLR, CRM, IN, PCRF, RANAAA ) & Subscriber Services reconciliation for Revenue impacting services Spearheaded IN to IN balance movement for Main Account as well as Promo Accounts. Negative Balance Analysis & Trending-Voice / Data services. Recharge Control Activity & PCRF configuration Validation. Recharge Grid Validation with IN Price Point configuration. Spearheaded the Re-rating of CDR’s for configuration Validation @ IN, Billing & INTEC for Voice & data Subscribers. Spearheaded Pre bill run & Post bill run check activities (unbilled report analysis, Sample invoice checks, rental validation, waivers & adjustment analysis), Invoiced billed report.Spearheaded internal audits and clearance of the same. Played Pivotal role in implementation of ROC RA (Subex) system for handling revenue assurance ops Conceptualization of RA Activities & controls to be launched in operations, preparing SOP’s for RA operations. Automated and Implemented more than 90 Activities for revenue assurance . Spearheaded a team of 7 revenue assurance Professionals; conscientious for team motivation, retention, training & Development, performance appraisal, grooming of team members & conflict resolution;Played Pivotal role in redefining the process for Revenue assurance network operations, helped the organization to save more than 300Mn annually ; leading a team for ongoing operational process analysis, communicated project status, and identified and resolved operational issues and constraints

Mumbai

 Spearheaded PAN India CRA operations for NPS - Collection center Setup , processing Setup , Printing & Dispatch setup , Call center Setup for handling CGMS & subscriber billing ; distribution channel management, inspection & reviews ;  Managed customer relationships and ensure delivery of committed service levels to customers & Build customer specific strategies to ensure customer delight, customer retention and business development Managed the Customer Engagement team to ensure that the customer issues are addressed within the agreed timelines; Played Pivotal role in analysis on current situation (As-is), identify opportunities for break-through improvement and recommend measures for transformation of end-to-end processes involving stakeholders Work with Head/Functional Heads/Clients to optimize the Quality, Speed and Cost of projects by recognizing, enhancing and sharing best practices across industries; Lead, execute & facilitate high-impact process improvement and transformation projects and initiatives ;  Spearheaded team of 12 Professionals – conscientious for team motivation , retention , training & Development , performance appraisal, grooming of team members & conflict resolution

Mumbai

 Redefined the business processing logics for Document Management System, helped In cost reduction for scanning to 60% & reduced Manpower cost by more than 40%. Also improved TAT for new Business from T+2 to T+1 days; Played Pivotal Role in redefining the New Business logics for development of Unified data entry software & call back Module ; Played a stellar Role in setting up of courier network across India & tie up with India Post for handling dispatch of 50 Mn Documents. Developed Tracker & Document Management System for Handling Yearly Volume of 50 Mn , 119 Kind of proactive SMS & 106 type of Proactive Email to Customers; Played Pivotal role in Reducing delinquencies & Discrepancies related to Policy issuance through constant Quality checkups & training to team members & Vendor Teams; Prepared & implemented process for image Storage reconciliation in DBMS ( Omni docs ) , set up new bench mark with accuracy of storage of images up to 99.96% ; improved overall process Sigma from 1 Sigma to 6 Sigma In Just one Quarter.Decentralized Printing process to generate cost competitiveness, save 20% amount in dispatch & Handling charges; Managed project resources, progress, completion timeframes, and budget while exceeding key operational performance targets, with results that include:> 150 percent increase in application processing output> 100 percent increase in policy issuance productivity> 38 percent reduction in Billing Error > 23 percent reduction in Customer Complaints for not received > 23 percent reduction in RTO %age Identifying the need of decentralization/Automation/ outsourcing of processes , Identification& Selection of Vendors, training to Vendor teams , formulation & implementation of decentralization/outsourcing plan; outsourced 5 key processes to Vendors; Mapping client’s requirements & ensuring rendering of solutions as per specified guidelines;

Pune

 Instrumental in documentation & restructuring of all the processes (Order entry Process, AV/CV process, Bill delivery process, Collection process) at Reliance Comm. Ltd. Set up Centralized outbound call center at Pune for Proactive Calling / bill over due calling / VBD & TBD calling , BNR & BND Calling resulting in 100% achievements in Collection targets for Continuously 5 Months;  Identification of Potential Churn Customer, Analyzing churn Reasons, Resegmentation of customer base as per CLV, Revenue & Payment behavior ; Focus on new comers & high Revenue Customers; Focus on increase due date collection; Gen & Analysis of daily dash boards for control of Activity ( Bill cycle/customer AON/revenue /payment history)  Led to reduction in Churn from 2.6% to 0.9% with in time span of 6 Months & BNR Complaints from 5.5% to 0.62 % & Bill not delivered from 8% to 0.50% at Reliance Comm. Ltd Pivotal in development of internal software for tracking bill delivery management & online collection reporting management Collection Forecasting / trend analysis-daily/weekly/bill cycle wise/Bucket / Due date wise, Planning for performance link cost effective collection across all buckets. Played a stellar role in Collection Agency recruitment , negotiations & Management, allocation to agencies, handling legal cases/ police complaints, Cheque bouncing notices, reminder letters, payment history analysis, provisioning bad debts, Waiver & Adjustments, Training & Recruitment of Agency Staff, Telecalling Data analysis, OG Barring & Unbarring Analysis, Query resolution setup for Customer retention / loyalty program through 90 minus collection agencies ; Preparation & implementation of Dunning schedule & analysis ;  Spearheaded team of 11 reportees across the circle & increases Due date Collection from 70 % to 82 %, & Recoveries (90+ cases) from 3% to 26% ;

Gurgaon

 Actively headed the Pilot Batch for onsite experience & Training for two Months for first Billing transition to India & successfully transited billing of 11 countries from Spain to India. Defining Billing System Requirements, Structure & Configurations, new tariff set up in billing applications, new product launches in billing application, Pre Bill run Checks, Suspense management, late payment charge loading , GL validation , unbilled analysis, Adjustment analysis, Accountable for Q10 error Handling, CLI Error Handling, Pre-invoicing checks & Order Completion,  Spearheaded team of 16 persons to Manage Billing operations data entry for 11 countries of Europe ;  Spearheaded Data entry Automation project with TCS : resulting in 200% increase in Data entry output daily & reduction in Manpower by 60%

Billing , Revenue Assurance , Collection , Recovery , Churn Management, Bill delivery & set up of courier network across India

Mba, Finance & Marketing

Activities and Societies: Cricket , Chess

Ba, Public Admin & Social Study

Activities and Societies: Cricket , Chesscompleted graduation in one year through distance learning

Diploma, Mechanical Engg

Activities and Societies: lead college cricket team for three years & also won polytechic color as best player